Level 2 Award in Customer Service (RQF)

Course Introduction

This unit provides an introduction to the Level 2 Award in Customer Service course. It outlines the structure of the course and how the rest of the modules and units cover the course content.

The Importance of Customer Service

We start the course with a look at the importance of customer services, exploring types of customer services, the benefits of good customer service and the costs of poor customer service.

Types of Customers

Now it is time to examine the various types of customers there are, including some examples of these different kinds of customers. By the end of this unit, you will have a good understanding of the categories of customers that exist.

Teamwork

In this final unit of Module 1, we examine the importance of teamwork in the customer services environment, as well as the benefits of teamwork and how to be an active team player.

Customer Needs, Expectations and Satisfaction

To kick things off with our second module, we explore how to meet customer needs, how customer expectations are formed and those all-important service commitments. We also take a look at customer satisfaction and Pareto's Law.

Customer Feedback

Next up in Module 2, we consider the importance of customer feedback and the different methods that exist to attain customer feedback, both positive and negative.

Building Successful Customer Relationship

In the last unit of Module 2, we get practical by providing you with hands-on tips and tricks to improve your customer service skills, including body language, positive and negative phrasing, and tone of voice.

Face-to-Face Communication

Starting with a look at face-to-face communication, we explore the process from the point of welcoming your customers to leaving a lasting impression.

Communication by Telephone

Next is an examination of communication by telephone, which involves a different set of skills required to leave your customer feeling satisfied. Key topics covered include making calls and call-handling skills, as well as incorporating the process we looked at in the previous unit, from welcoming your customer to leaving a lasting impression.

Written Communication

Communication in the written form is still an essential part of customer services. We explore best practices to apply when welcoming your customer and leaving a lasting impression through written communication.

Customer Complaints

From time to time you will have to deal with dissatisfied customers. We will look at best practices that will help you to keep your calm and deal with even the most disgruntled of customers. Topics covered include common causes of complaints, understanding the complaint and solving the problem.

Preparation for your Exam

Time to get ready for your end of course multiple choice exam. In this module we will remind you of the format of the exam, offer some examination tips and recap the material you need to remember. We also have a practice exam at the end.