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.
Curriculum
- 9 Sections
- 0 Lessons
- 12 Weeks
Expand all sectionsCollapse all sections
- Module One: Who We Are and What We DoIn 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.0
- Module Two: Establishing Your AttitudeIn 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.0
- Module Three: Identifying and Addressing Customer NeedsIn 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.0
- Module Four: Generating Return BusinessIn module four, we will learn some effective strategies and techniques for addressing complaints and turning difficult customers around, developing core communication skills.0
- Module Five: In-Person Customer ServiceIn 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.0
- Module Six: Giving Customer Service over the PhoneIn module six, we will learn the principles of telephone etiquette, as well as the benefits and drawbacks of providing customer service over the phone.0
- Module Seven: Providing Electronic Customer ServiceIn 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.0
- Module Eight: Recovering Difficult CustomersIn 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.0
- Module Nine: Understanding When to EscalateIn module nine, we will explore some challenging situations when dealing with customers, including how to deal with vulgar behaviour, insults, legal and physical threats.0
