Principles of Customer Service Level 2 Certificate Part-time

Course Overview

Principles of Customer Service Level 2 Certificate Part-time

Looking to develop your understanding of excellent customer service? This qualification provides the knowledge and skills needed to work effectively in a wide range of customer service roles across different industries.

You will explore the principles of customer service, gain an understanding of customer needs and employer organisations, and develop strong communication and problem-solving skills. The course also covers how to manage customer information, handle complaints and challenges, and build positive relationships that support customer loyalty and continuous service improvement.

Upon completion, you will be able to apply their knowledge confidently in a variety of workplace settings and customer-focused roles.

Course content

• Principles of customer service: You will explore the core principles of customer service and learn about the value of a service offer and the importance of delivering high quality customer service. You 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, you will understand the importance of brand power to an organisation and the role of a brand promise.

• Understand customers: You will be able to recognise the difference between internal and external customers, as well as identify characteristics of challenging customers. You will develop understanding of how to deal with dissatisfied customers. In addition, you will also explore reputation and image, and how these factors influence customer loyalty.

• Understand employer organisations: You will look at the differences between the private, public and voluntary sectors, as well as different types of organisational structures. You 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.

• 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. You will develop understanding of customer service language, active listening and paraphrasing. You will also study guidelines for written communication and the implications of confidentiality and data protection when communicating with customers in writing.

• 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. You 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, you 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. You will also learn how to identify and resolve problems and complaints, and understand their own level of authority when handling customer service issues.

• Understand how to develop customer relationships: In this unit, you will explore how to develop positive customer relationships. You will examine how customer expectations change over time and how feedback and communication can be used to retain loyalty. You 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.