Principles of Customer Service
Grow your customer service skillset
Level 2 Certificate in the Principles of Customer Service
Grow your customer service skillset
Every successful business wants a quality customer service team to help convert potential customers into well-established clients. This course will help you to gain the insight you need to be more confident in working in a variety of customer service roles. Understanding of the principles of customer service can help to give you a competitive edge against others in the workplace.
This UK recognised qualification will help you strengthen your CV. It can give you the foundational skills you need to develop the long-lasting relationships with customers that can help any business grow.
Join this course to:
- Understand how to handle customer information
- Understand how to process customer information
- Understand the customer service handover process
Level 2 Certificate
- More information
- What's included?
- How it works
Companies are competing for the best customer reviews, and this course allows you to increase your employability by knowing how to use effective customer service strategies.
The course can help you recognise and adapt your customer service policy to different business types. Knowing the different communication techniques will make it possible for you to identify the most appropriate method to deal with the kinds of customers you might encounter.
Tailoring the course to your needs and learning outcomes
We know that different industries communicate with their customers differently. So with our course, you can choose to add course units relevant to your needs and career goals – from telesales to online and front desk communications. The course has three mandatory units and nine optional units. You can choose any four of the optional units to complete for your certificate.
You can learn about different organisational structures or gain knowledge about online customer service systems and social media in business. This course is designed to give you the freedom to decide the best outcomes for your career.
Principles of customer service and delivery
Understand customer service and delivery
Understand how legal and ethical requirements relate to customer services
Understand how to deliver effective customer service
Understand the management of customer service information
Understand the relationship between customer service and a brand
Understand different types of customers
Understand the value of customers and their loyalty
Understand employer organisations
Understand organisational structures
Understand the organisational environment
Optional Units (to select four)
Understand how to communicate with customers
Understand how to communicate verbally with customers
Understand how to communicate with customers in writing
Understand how to communicate with customers using the telephone
Understand how to deal with incoming customer calls
Understand how to make telephone calls to customers
Understand how to handle customer information
Understand how to process customer information
Understand the customer service handover process
Understand how to deliver customer service online
Understand how to support customers through real-time online customer service
Understand social media in a business environment
Understand how to resolve problems and deliver customer service to challenging customers
Understand the delivery of customer service to challenging customers
Understand the resolution of customer service problems
Understand how to handle objections, promote additional products or services and close sales
Understand how to handle sales objections
Understand how to close the sale
Understand how to develop customer relationships
Understand how to build customer relationships
Understand how to exceed customer expectations
Understand how to support customer service improvements
Understand how to process sales orders and provide post-transaction customer service
Understand how to process and follow up sales orders
Understand post-transaction customer service
Principles of equality and diversity in the workplace
Understand the implications of equality legislation
Understand organisational standards and expectations for equality and diversity and context in the workplace
Understand how to develop working relationships with colleagues
Understand the principles of effective team working
Understand how to buddy a colleague
How it works
You will receive a registration code that will give you access to our online learning platform. Here you can access your course materials, lessons and resources. After you have registered for the course online, your personal assessor will introduce him/herself to you before you start. They will assess and mark your performance work at every stage. If you need any additional support, you can request this through the system or directly to your assessor. Your progress will be monitored remotely and your assessor can offer tips and guidance to improve your understanding of the course materials and assignments.
All assignments can be completed in your own time, so you can progress at your own pace.
Course price £725
Booking fee £25
Make an enquiry >
Level 2 Certificate
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