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CPD Prepare to Deliver Excellent Customer Service

Would any of your learners benefit from completing one of our online customer service training courses?

This course aims to provide your learners with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service. They will look at how customers’ needs and expectations are identified and the importance of customer service in an organisation.

Upon completion of this course, your learners could progress on to one of our other online customer service training courses, such as the Level 3 Certificate in Principles of Customer Service.


Section 1: The principles of customer service in an organisation

In this section, your learners will begin to identify products and services provided by the organisation in which they work, the policies and procedures for customer service and the potential negative implications of offering poor customer service.

Section 2: How customer needs and expectations are identified

Your learners will cover how to identify and meet customer expectations, as well as how to attend to situations where certain expectations cannot be met by the organisation.

Section 3: How to balance customer expectations against the organisation’s offer

In this section, your learners will work towards understanding the effects of resource and financial implications, situations in which customer service is limited and meeting customer expectations outside of the organisation’s offer.

Section 4: How complaints are handled

This section will help your learners understand what leads to customer complaints, the procedures to find a resolution for a complaint, the differing effects of complaints and why complaints are monitored.

Section 5: Legislation relating to customer service

Your learners will cover any customer-related legislation that affects customer service, individual health and safety responsibilities, and gaining approval to make changes to procedures and practices.

Key Information

Course Length 4 hours
Course Level CPD Level CPD
Learning Method(s)

Online learning
materials with
online assessment



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