City and Guilds Level 2 Certificate in Customer Service

Modules Day 1
Principles of Customer Service:
• Identify the purpose of customer service and be able to determine how it affects the success of the organisation
• Understand a range of customer requirements and the difference between providing a product and providing a service.

Forming of Customer Needs and Expectation:
• Understand the interrelationship between customer satisfaction and customer expectations
• Identify methods of obtaining customer feedback and learn how to maintain customer relationship and loyalty.

Modules Day 2
Responding to Problems and Complaints:
• Identify common causes of customer problems and complaints, and learn how to adapt methods of communication and behaviour to meet the individual needs of customers.

Customer Service Skills:
• Understand and describe the range of interpersonal skills required for effective customer service.

Supporting Legislation:
• Identify the key aspects of the legislation relating to consumer law and understand why it is important to respect customer, and organisation confidentiality.

Modules Day 3
Practising Effective Customer Service:
• Suggest ways of promoting a product or service to increase customer awareness using unique selling points or unique service offers for the product.

Meeting Customer Needs and Expectations:
• Understand how to identify customers with special requirements/expectations and ways in which an organisation might improve its reputation.
• Including the use of digitalisation and customer expectations of digital customer service, such as purchasing products online, the customer service received online through avenues such as ‘live chats’ and viewing the product/service online (e.g. visualisation of suitability).

Modules Day 4
Communicate effectively with the customers:
• Use the telephone system efficiently and effectively, and identify the personal qualities required to deal with customer problems and stressful situations.
• Discuss the benefits of increasing digitalised communications with customers.

Developing self and improving service:
• Identify how to obtain useful and constructive feedback from others and be able to create an individual development plan to improve working within a customer service role.