Level 2 Diploma in Customer Service course is designed to provide learners with an in-depth understanding of the keys to providing successful customer service. It is ideal for those who work in a retail or sales environment, who are looking to develop their communication skills, introducing fundamental strategies that can be applied to a wide range of roles.
This practical training course includes case studies and practical exercises that will help you to deliver excellent customer service in-person, over the phone and online. It covers body language techniques, telephone etiquette how to identify your customers’ needs, and much more.
Not only that, but you will learn how to manage stress effectively when dealing with difficult customers, with tips on how to recover customers and deal with complaints and challenging scenarios. By the end of the course, you will have an in-depth understanding of the key factors that contribute toward excellent customer support, with the expertise and knowledge to deal with any customer-facing situation successfully.
- Accredited, quality CPD training
- Instant e-certificate
- Fully online, interactive course with audio voiceover
- Course material developed by qualified professionals
- Self-paced learning accessible via laptop, tablet and smartphone
- 24/7 Learning assistance and tutor support
- Discounts on bulk purchases
Who should take the course
This Level 2 Diploma in Customer Service training course is ideal for anyone looking to fast track a career in a customer-serving role, such as:
- Customer Service Representative
- Sales Assistant
- Sales Advisor
- Retail Sales Associate
- Telesales Executive
Learning Outcomes
By the end of the course, learners will be able to:
- Understand the different types of customers and the skills required to deliver excellent customer service
- Use positive body language to provide support to customers and clients
- Identify clients’ and customers’ needs, going the extra mile to ensure their satisfaction
- Deal with and address complaints and difficult customers professionally
- Use proper telephone etiquette and understand the drawbacks of over the phone customer service
- Provide electronic customer service and follow proper netiquette
- Recover difficult customers and manage their own stress/emotions professionally
- Influence customers to make a purchase and advise them on their shopping choices
Accreditation
All of our courses are fully accredited. The content of Level 2 Diploma in Customer Service course is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps you to become more competent and effective in your chosen field.
Certification
Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.
Course Curriculum
Module One: Who We Are and What We Do
In module one, we will gain an in-depth understanding of the principles of customer service and the required skills and qualities of customer service providers.
Module Two: Establishing Your Attitude
In module two, we will learn techniques for staying positive and energised through any customer service experience. It covers tips on how to enhance your appearance and the importance of smiling in supporting customers.
Module Three: Identifying and Addressing Customer Needs
In module three, we will explore the basic needs and expectations of customers, with guidance on how to go the extra mile to ensure a satisfactory shopping experience.
Module Four: Generating Return Business
In module four, we will learn some effective strategies and techniques for addressing complaints and turning difficult customers around, developing core communication skills.
Module Five: In-Person Customer Service
In module five, we will learn how to deal with at-your-desk requests, taking a look at body language techniques, as well as the advantages and disadvantages of in-person customer service.
Module Six: Giving Customer Service over the Phone
In module six, we will learn the principles of telephone etiquette, as well as the benefits and drawbacks of providing customer service over the phone.
Module Seven: Providing Electronic Customer Service
In module seven, we will explore the guidelines and rules for netiquette and internet etiquette. It covers tips for eliminating electronic ping-pong, as well as the advantages and disadvantages of electronic communication.
Module Eight: Recovering Difficult Customers
In module eight, we will learn some important anger de-escalation techniques for dealing with difficult customers. It also includes tips for establishing common ground with challenging customers and useful stress management strategies.
Module Nine: Understanding When to Escalate
In module nine, we will explore some challenging situations when dealing with customers, including how to deal with vulgar behaviour, insults, legal and physical threats.
