Customer Service is very important, and it plays a role in many industries, such as financial, retail or travel. So having a qualification in customer service will enhance your CV and help you to succeed. This course introduces the fundamentals of excellent customer service and how it can be provided in a range of sectors and situations.
Our learning material is available to students 24/7 anywhere in the world, so it’s extremely convenient. These intensive online courses are open to everyone, as long as you have an interest in the topic! We provide world-class learning led by IAP, so you can be assured that the material is high quality, accurate and up-to-date.
If you pass the exam successfully then you will be awarded a Certificate in Customer Service (Level 2).
Customer service skills are important so this course will enhance your CV and can help you advance in many areas, including:
Learners who successfully complete the course will be awarded a Diploma in Customer Service Level 2 by CPD and iAP.
Learners who successfully complete the course will be awarded a Diploma in Customer Service Level 2 by CPD and iAP.
1. Customer Service Principles | |||
The Value of Customer Good Service | |||
Enhancing Customer Relationship | |||
Dealing with Customer Expectation | |||
Problem Solving | |||
Success of Customer Service | |||
Exercise Files- Customer Service Principles | |||
2. Customer Service Essentials | |||
Customer Service Essentials | |||
3. Setting Customer Service Goals & Objectives | |||
Setting Customer Service Goals & Objectives | |||
4. Communication Skills for Customer Service | |||
Communication Skills for Customer Service | |||
5. Customer Service Techniques | |||
Customer Awareness | |||
Improving Your Customer Service Leadership | |||
Building Teamwork for Customer Service | |||
Exercise Files- Customer Service Techniques | |||
6. How to Manage Customer Service Team | |||
Managing Customer Service Quality | |||
Improving Service Delivery | |||
What is Good Customer Service | |||
Exercise Files- How to Manage Customer Service Team | |||
7. Improving Your Customer Service Leadership | |||
Improving Your Customer Service Leadership | |||
8. Leading Customer Service Team | |||
Leading Customer Service Team | |||
9. Team Working and Team Building | |||
Team Working and Team Building | |||
10. Handling Customer Complains | |||
Handling Customer Complains | |||
11. How to Work with Unhappy Customers | |||
Dealing with Angry Customers | |||
Learning from Angry Customers | |||
Exercise Files- How to Work with Unhappy Customers | |||
12. How to Gain Back Lost Customers | |||
How to Gain Back Lost Customers | |||
13. Telephone Techniques | |||
Telephone Techniques | |||
14. Telephone Etiquette | |||
Telephone Etiquette | |||
15. Telephone Customer Service | |||
Telephone Customer Service | |||
16. Power of Telephone Courtesy | |||
Power of Telephone Courtesy | |||
17. Internal Customer Service | |||
Internal Customer Service | |||
18. Customer Service at Call Centres | |||
The CSR – A Powerful Choice | |||
Getting the Professional Edge | |||
All Important Customers | |||
Building Your Skills | |||
Building Your Skills with Technology | |||
Managing your Attitude | |||
Mock Exam | |||
Mock Exam: Customer Service | |||
Final Exam | |||
Exam: Customer Service |