Level 2 Certificate in Customer Service
Customer - Service : Course Benefits
When studying for a Level 2 Certificate in Customer Service with CPD Courses, every candidate enjoys the following benefits:
- Provision of all essential course materials and lecture notes, along with case studies, practical exercises and key supporting documentation.
- 24/7 access to our exclusive digital learning platform and convenient online assessments at the end of each unit.
- The dedicated support of an experienced, qualified and professional tutor for ongoing assistance while completing your course.
- Complete access to recommend reference books, study aids and more via our extensive e-library.
- The opportunity to earn a fully-accredited certificate from a recognised awarding organization, enhancing your CV and career prospects for life!
Customer - Service : Learning Objectives
This level 2 Certificate in Customer Service provides candidates with a concise overview of professional Customer - Service techniques from a contemporary business perspective. The course has been designed to help take those with limited Customer - Service experience (or no prior knowledge whatsoever) to the next level in any Customer - Service setting. Upon completion of the course, candidates are primed and readied to take on more advanced Customer - Service duties and responsibilities with confidence.
Delivered over the Customer - Service course of four intensive modules, candidates explore the concept of quality customer service provision, along with effective telephone techniques, how to deal with challenging customers and scenarios, the importance of identifying customer expectations and how to exceed them with every encounter.
Key skills, talents and knowledge picked up along the way include:
- A detailed understanding of the importance of quality customer service
- The confidence to handle challenging customers and difficult situations
- Advanced telephone communication skills
- The ability to nurture and develop meaningful customer relationships
- The opportunity to climb the career ladder in a customer service setting
Customer - Service : Course Outline
Our entry-level Customer - Service Certificate is delivered over the course of four insightful modules - each concluding with an online assessment to verify your acquired knowledge and competencies. Your assigned tutor will provide you with comprehensive support at all times, in order to assist with your successful completion of each module.
Module 1 – Customer Services - An Introduction
This module covers the following topics:
- Elements of Customer Service:
- Classification of Customer Service
- Service Quality & Customer Service
- Effects of Poor Service on a Business
- Plus more
Module 2 – Telephone Communication Skills
This module covers the following topics:
- Verbal Communication
- Exceptional Things About Telephone Sales
- Active Listening Skills
- Developing Your Script
- Pre-Call Planning
Module 3 – How to Deal with Difficult Customers
This module covers the following topics:
- Performance Response Standards
- Complaints Analysis Reports
- Resolving Problems and Quality-Improvement Activities
- Plus more
Module 4 – Essential Steps to Solving Customer Service Problems
This module covers the following topics:
- Dealing with Unprofitable Customers
- Change Unprofitable Customers into Profitable Customers
- Evaluating Your Customers’ Value, Segment by Segment
- Plus more
Customer - Service : Course Material
All course materials are included in the Customer - Service Certificate course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.
Customer - Service Certificate course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:
- Online course materials
- Question papers
- Additional Supporting Material
- Useful Links
Customer - Service : Course assessment
You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.
Customer - Service : Tutor Support
When you enrol on a Customer - Service course with CPD courses you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.
