Looking to develop your understanding of excellent customer service? This FREE Level 2 on-line qualification provides the knowledge and skills needed to work effectively in a range of customer service roles across different industries.
You will explore the principles of customer service, understand customer needs and employer organisations, and develop effective communication and problem-solving skills. You will also learn how to manage customer information, resolve complaints and challenges, and build positive customer relationships to support customer loyalty and service improvement.
Once completed, you will be able to apply your knowledge confidently within a variety of workplace settings and customer-focused job roles.
On successful completion you will receive an E-certificate.
Unit 1: Principles of customer service
In this unit, learners will explore the core principles of customer service. They will learn about the value of a service offer and the importance of delivering high quality customer service. They will also look at legislation relating to customer service, how to identify customer needs and expectations, how to manage customer service information, and how to handle customer problems and complaints. In addition, learners will understand the importance of brand power to an organisation and the role of a brand promise.
Unit 2: Understand customers
In this unit, learners will be able to recognise the difference between internal and external customers, as well as identify characteristics of challenging customers. They will develop understanding of how to deal with dissatisfied customers. Learners will also explore reputation and image, and how these factors influence customer loyalty.
Unit 3: Understand employer organisations
In this unit, learners will look at the differences between the private, public and voluntary sectors, as well as different types of organisational structures. They will also explore internal and external influences on organisations, including SWOT and PESTLE analysis, and understand the importance of changes to working methods in a business environment.
Unit 4: Understand how to communicate with customers verbally and in writing
This unit will cover the use of appropriate tone of voice, expression and body language when communicating with customers. Learners will develop understanding of customer service language, active listening and paraphrasing. They will also study guidelines for written communication and the implications of confidentiality and data protection when communicating with customers in writing.
Unit 5: Know how to process information about customers
This unit will cover the function of customer information systems, the different lines of communication used for customer information, and customer service handover procedures. Learners will gain understanding of how customer information is managed within organisations.
Unit 6: Understand how to resolve customer service problems and challenges
In this unit, learners will look at different types of challenging customers and how to deal with them effectively. This includes procedures for dealing with customers who may be abusive or violent. They will also learn how to identify and resolve problems and complaints, and understand their own level of authority when handling customer service issues.
Unit 7: Understand how to develop customer relationships
In this unit, learners will explore how to develop positive customer relationships. They will examine how customer expectations change over time and how feedback and communication can be used to retain loyalty. Learners will also study how expectations are formed, how to add value to products and services, and how to identify and implement improvements to service delivery.
Approximate Course Duration – 8 -12 weeks (based on an average of 10-15 hours of self study per week)
Please note that while our online courses are designed to be flexible and allow you to study at a time and pace that fits around your existing commitments, there are set deadlines in place to support timely completion. You will also be expected to demonstrate consistent weekly progress.
This qualification can be completed on either a desk top or mobile phone. There are no specific software requirements needed apart from a stable internet connection.
