Level 2 Customer Service

Level 2 Customer Service

Course Contents

The principles of customer service
  • The purpose of customer service
  • How customer service affects the success of an organisation
  • The different types of customers an organisation may have
  • The range of customer needs
  • How effective teamwork impacts on customer service
Understand how customer needs and expectations are formed
  • The purpose of an organisation's service offer
  • How customer expectations are formed
  • The relationship between customer expectations and customer satisfaction
  • Why it is important to ensure effective customer relationships are maintained
  • Methods of obtaining customer feedback and why this is important
The interpersonal skills and ppropriate behaviour required in the customer service environment
  • Different methods of communication
  • The range of interpersonal skills required for effective customer service
  • How non-verbal communication of he service deliverer can affect the behaviour of the customer
  • How personal presentation, approach and attitude will influence the perception of the service delivered
  • The appropriate behaviour and customer service skills required when using the telephone
  • Why it is important to ensure that the customer is informed and reassured at all stages
The principles of responding to customers' problems or complaints
  • Common causes of customer problems and complaints
  • The importance of adapting methods of communication and behaviour to meet the individual needs of customers
  • Ways of handling difficult customer situations
  • The importance of responding to customer service issues promptly

This qualification has been designed for delivery to any learner working or preparing to work in a customer service role or where using the telephone is a part of their role.

The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.

Course Length

1 day.

Assessment

1 multiple-choide exam.

Certification

Successful candidates will receive a Level 2 Award in Customer Service

Pricing

£90

Online Price £75

Brochures

Download the Level 2 Customer Service Training Brochure

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