Level 2 Award in Customer Service (RQF)
The official qualification for those working in a customer services role.
Overview
This is the official qualification for those working in a customer services role. Delivered through online videos and practice questions, you will study the importance of delivering excellent customer service, best practices to give great customer service, how to resolve customer complaints and everything in between. Upon successful completion of the invigilated assessment, you will receive an official certificate.
More detail
Course syllabus
Module 1: Introduction to Customer Services
- Course Introduction
This unit provides an introduction to the Level 2 Award in Customer Service course. It outlines the overall structure and explains how the subsequent modules and units cover the course content.
- The Importance of Customer Service
We start by examining the importance of customer service, exploring various types of customer service, the benefits of good service, and the potential costs of poor service.
- Types of Customers
This unit explores the different types of customers, providing examples of each category. By the end, you’ll have a clear understanding of the diverse range of customers you may encounter.
- Teamwork
In this final unit of Module 1, we discuss the importance of teamwork in a customer service environment, the benefits of collaboration, and how to become an active and effective team player.
Module 2: Understanding the Customer and Building Successful Customer Relationships
- Customer Needs, Expectations and Satisfaction
We begin Module 2 by exploring customer needs, how expectations are formed, and the importance of service commitments. The unit also introduces Pareto’s Law and how it applies to customer satisfaction.
- Customer Feedback
This unit looks at the importance of customer feedback, discussing both positive and negative responses and outlining different methods for gathering and analysing feedback.
- Building Successful Customer Relationships
The final unit in Module 2 provides practical tips and techniques for improving customer service skills, including effective body language, phrasing, and tone of voice to foster positive relationships.
Module 3: Customer Service in Practice
- Face-to-Face Communication
This unit focuses on face-to-face interactions with customers, guiding you through best practices for welcoming customers and leaving a positive, lasting impression.
- Communication by Telephone
Here, we explore the skills needed for effective telephone communication, including making calls, handling calls, and ensuring the customer experience mirrors the professionalism of in-person interactions.
- Written Communication
This section highlights the importance of written communication in customer service, providing guidance on maintaining professionalism and leaving a lasting impression through written correspondence.
- Customer Complaints
This unit equips you with strategies for dealing with dissatisfied customers calmly and effectively. Topics include identifying common causes of complaints, understanding customer concerns, and problem-solving techniques.
Module 4: Preparation for Your Exam
- Preparation for Your Exam
This final module helps you prepare for the end-of-course multiple-choice exam. It covers the exam format, offers study and exam tips, recaps key course material, and includes a practice exam for self-assessment.
Obtaining your certificate
You will need to pass a multiple-choice exam at the end of the course in order to gain your accreditation. Once passed, we will send your official certificate by email.