Customer Service Training - Level 2

SkillWise

• Introduction 05:14

  • 1: Introduction Preview 01:13
  • 2: Foundations of Customer Service 00:32
  • 3: Why Customer Service Matters Preview 01:03
  • 4: Identifying Customers and Their Expectations 01:22
  • 5: The Role of Service Providers 01:04

• Principles of Effective Communication 04:56

  • 6: Principles of Effective Communication 00:59
  • 7: Speaking Clearly and Confidently 00:55
  • 8: Using Body Language and Facial Cues 00:59
  • 9: Making a Strong First Impression 00:55
  • 10: Listening and Responding Actively 01:08

• Building Service Confidence 04:01

  • 11: Building Service Confidence 00:46
  • 12: Demonstrating Knowledge of Products and Services 00:49
  • 13: Handling Basic Customer Queries 00:56
  • 14: Being Helpful Without Overpromising 01:30

• Managing Customer Complaints 03:55

  • 15: Managing Customer Complaints 00:38
  • 16: Recognising Genuine Concerns 00:55
  • 17: Responding With Empathy and Respect 01:02
  • 18: Knowing When to Escalate 01:20

• Growing Through Feedback 03:55

  • 19: Growing Through Feedback 00:41
  • 20: Reflecting on Personal Service Habits 00:52
  • 21: Gathering and Using Customer Feedback 01:04
  • 22: Understanding the Impact of Social Platforms 01:18

This course makes customer service simple, effective, and enjoyable.

Each module helps you understand what great service looks like, how to communicate confidently, and how to handle challenges with calm professionalism. You’ll learn how to balance customer satisfaction with business goals, develop service confidence, and turn feedback into improvement.

Course modules cover the following topics:

• Foundations of Customer Service – why customer service matters, meeting expectations, and upholding company values.
• Principles of Effective Communication – speaking clearly, using body language, listening actively, and handling misunderstandings.
• Building Service Confidence – demonstrating product knowledge, managing queries, and using positive language.
• Managing Customer Complaints – responding with empathy, knowing when to escalate, and rebuilding trust.
• Growing Through Feedback – learning from customer, peer, and manager feedback to improve continuously.

Additional Bonuses Included For Free With The Course:

• Additional Reading Materials – strengthen your understanding of service excellence and customer psychology.
• Gamified Interactive Quizzes – test yourself with practical service-based scenarios.

Customer service is more than a skill — it’s an attitude. This course helps you embody it with professionalism and confidence.

• Customer service representatives in any sector.
• Retail, hospitality, and call centre professionals.
• Receptionists, administrators, and front-of-house staff.
• Job seekers preparing for customer-facing roles.
• Anyone who wants to develop empathy, confidence, and service excellence.

• No prior qualifications required.
• Internet-enabled device.

This course prepares you for roles such as:

• Customer Service Assistant – £20,000–£26,000
• Receptionist / Front Desk Officer – £22,000–£28,000
• Retail or Hospitality Supervisor – £24,000–£32,000
• Call Centre Advisor / Team Lead – £25,000–£35,000
• Client Relations Executive – £26,000–£38,000
• Customer Experience Manager – £30,000–£45,000

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