Description

Level 2 Customer Service

The Level 2 Customer Service e-learning course is a total of 4 modules, written specifically to cover the entire knowledge element of the level 2 award. These units are as follows:

1. Customer service principles
2. Customers’ needs and expectations
3. Behaviour and interpersonal skills
4. Responding to problems or complaints

Assessment and achievement

The assessment of the learner throughout the duration of the course will take place through the following:

1. Interactive activities – These ensure that knowledge is continually reinforced throughout each module and serve to enhance the engagement of the learner
2. Full end-of-module assessment – To successfully complete each module, learners must answer 5 out of 5 multiple-choice questions correctly. Should the learner answer up to 2 questions incorrectly on their first attempt, they will be taken back to the questions so they can identify where they have gone wrong and attempt to answer them a second time. If they fail to answer a question correctly the second time or get more than 2 questions incorrect on their first attempt, they will be taken back to the section of the course where the answers are covered and then attempt to answer the questions again.

The completion of all the above assessment methods will result in the learner successfully completing the course.