Level 2 Award

Topics covered

These include understanding the principles of customer service, how customers' needs and expectations are formed, knowing the interpersonal skills and appropriate behaviour required in the customer service environment and understanding the principles of responding to customers’ problems or complaints .

Customer Service

The qualification covers the principles of customer service including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.

1. Understand the principles of customer service

2. Understand how customer needs and expectations are formed

3. Know the interpersonal skills and appropriate behaviour required in the customer service environment

4. Understand the principles of responding to customers’ problems or complaints

How is it delivered?.

• This qualification is delivered in 6 hours of face to face delivery

• Delivered in your setting

• Assessed by a multiple-choice test.

• Price depends on delegate numbers (no wine included sorry!)