Principles of Customer Service Level 2 Certificate Part-time (ITS)

Looking to develop your understanding of excellent customer service? This qualification provides the knowledge and skills needed to work effectively in a wide range of customer service roles across different industries.

Students will explore the principles of customer service, gain an understanding of customer needs and employer organisations, and develop strong communication and problem-solving skills. The course also covers how to manage customer information, handle complaints and challenges, and build positive relationships that support customer loyalty and continuous service improvement.

Upon completion, students will be able to apply their knowledge confidently in a variety of workplace settings and customer-focused roles.

Detailed Course Description

Unit 1: Principles of Customer Service

In this unit, students will explore the core principles of customer service. They will learn about the value of a service offer and the importance of delivering high-quality customer service. Students will also examine legislation relating to customer service, how to identify customer needs and expectations, how to manage customer service information, and how to handle customer problems and complaints. In addition, they will understand the importance of brand reputation and the role of a brand promise in shaping customer perceptions.

Unit 2: Understand Customers

In this unit, students will explore the differences between internal and external customers and identify the characteristics of challenging customer behaviours. They will develop an understanding of how to manage dissatisfied customers professionally and effectively. Students will also examine the impact of reputation and organisational image on customer loyalty and retention.

Unit 3: Understand Employer Organisations

This unit introduces students to the different sectors in which organisations operate, including the private, public and voluntary sectors. Students will explore a range of organisational structures and consider the internal and external factors that influence business performance, including SWOT and PESTLE analysis. They will also gain an understanding of how changes in working practices can affect organisations and employees.

Unit 4:Understand How to Communicate with Customers Verbally and in Writing

Students will develop effective communication skills for a range of customer service situations. The unit covers the use of appropriate tone of voice, expression and body language, alongside customer service language, active listening and paraphrasing techniques. Students will also learn the principles of professional written communication, including confidentiality, data protection and maintaining accurate records.

Unit 5: Know How to Process Information About Customers

In this unit, students will learn about customer information systems and how organisations collect, store and use customer data. They will explore different communication channels, customer service handover procedures and the importance of handling customer information accurately, securely and in line with organisational procedures.

Unit 6: Understand How to Resolve Customer Service Problems and Challenges

This unit focuses on managing customer service issues effectively and professionally. Students will explore different types of challenging customer situations and learn strategies for responding appropriately. They will also examine procedures for dealing with difficult, abusive or potentially aggressive behaviour, understand how to resolve complaints, and recognise the limits of their own authority when handling customer service problems.

Unit 7: Understand How to Develop Customer Relationships

In this unit, students will explore the importance of building and maintaining positive customer relationships. They will examine how customer expectations develop and change over time, and how communication and feedback can be used to strengthen customer loyalty. Students will also learn how to add value to products and services, identify opportunities for improvement and contribute to continuous service enhancement.

Enquire now!

This course is delivered in partnership with Independent Training Services (ITS Ltd.). For more information, contact ITS on telephone: 01226 216 760 or email: info@ind-training.co.uk