Level 2 Certificate in Principles of Customer Service

Unit 1: Principles of customer service and delivery

In this unit your employees will be provided with a fundamental understanding of customer service and develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information.

Unit 2: Understand customers

This unit will develop your employees’ knowledge of the different types of customers and the links between good customer service and customer loyalty, and how this affects an organisation’s reputation and image.

Unit 3: Understand employer organisations

In this unit your employees will learn about varied organisational structures and the differences between private, public and voluntary sectors. They will also learn about internal and external influences on organisations and why change in the business environment is important.

Unit 4: Understand how to communicate with customers

This unit will help your employees understand the importance of effective communication in customer service. Your employees will learn about different communication techniques and how to identify and adapt their communication style to offer the best customer service.

Unit 5: Understand how to handle customer information

In this unit your employees will learn about customer service information systems and handover procedures. They will also learn about different responsibilities and levels of authority for processing customer service information.

Unit 6: Understand how to resolve problems and deliver customer service to challenging customers

This unit will provide your employees with the knowledge needed to handle challenging customers. They will develop techniques to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

In this unit your employees will develop their understanding of how to develop customer relationships and the value of customer loyalty.