The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behaviour and communication
techniques as well as ways to deal with problem customers.
- Module 1: Understand the principles of customer service
- Module 2: Understand how customer needs and expectations are formed
- Module 3: Know the interpersonal skills and appropriate behaviour required in the customer service environment
- Module 4: Understand the principles of responding to customers' problems or complaints
This qualification is assessed through a 30-question multiple-choice question examination. The duration of the examination is 1 hour.
You will be given a Customer Service Level 2 Handbook.
Successful learners will gain a certificate for this course.