About this Course

The main aim of the ITEC Level 2 Certificate in Customer Service focuses on a range of knowledge and skills required by the Customer Service Industry. 

The qualification is designed to provide a sound platform onto further training and learning at Level 3 or to enable Learners to gain the necessary skills in order to provide quality Customer Service in employment. The ITEC Level 2 Certificate in Customer Service is comprised of 3 mandatory units.

Course Outline

Unit 1253 Understanding Good Customer Service

• This unit is aimed at students who wish to know the characteristics of customers and their expectations, how customer service is delivered in organisations, know customer service practices and procedures and legislation and external regulations that relate to customer service.
  

Unit 1254 Delivering Effective Customer Service

• This unit is aimed at students who wish to know how to deliver reliable customer service, how to behave towards customers and deal with customers’ queries, requests and problems.
  

Unit 1255 Planning for Self Development in Customer Service

• This unit is aimed at students who wish to know how to improve personal performance in customer service and to develop customer service skills.

Training Hours

Classroom Duration – 85 Hours

Duration of Course

Full-Time – 17 Days x 5 Days Per Week x 5 Hours Per Day

Mode of Delivery

Face to Face

Student Ratio

The student-teacher ratio per class is 12:1

Manner of Teaching

Teaching will be conducted through lectures, discussion strategies, group activities, role play and by using visual aids.

Course Commencement Date

Courses will commence on every 1st of every month

Certificate Conferring Body

Upon completion of the course, students will be awarded the ITEC Level 2 Certificate in Customer Service by International Therapy Examination Council (ITEC).

Opportunities for Further Education/Career Pathway

Students can look forward to servicing in these industries:

Customer Service Industry

• Beauty Salons
  
• Hotels
  
• Spas
  

Entry Requirements

It is recommended that Candidates hold at least 5 GCSEs at grades A* to C or equivalent are recommended, but this is not essential. This is at the discretion of MDI and adult returners’ experience will be considered.

Other than the mentioned pre-requisites, the students should also have the following:

• Students must be able to read and write in English or Chinese. Other cases will be considered on a case-to-case basis.
  
• Students should be of a minimum of 16 years of age to be eligible for the courses.
  
• For foreign students, relevant passes are required.
  

Students who do not meet the minimum entry requirement will be required to undergo an entrance test at MDI.

Graduation Requirement

Students are required to meet the following criteria in order to graduate and obtain their relevant certificates:

1. Candidates must complete all modules with at least 75% (90% for International students) in attendance for each module to qualify for a full diploma.
   
2. All units are graded Pass or Refer.
   
3. If a candidate is unsuccessful in any area, they will be re-assessed only in the unit where they have not achieved a pass grade.
   
4. Learners must achieve a pass grade in all assessments to achieve the ITEC Level 2 Certificate in Customer Service.
   

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