Customer Service Level 2 & 3 Certificate

Level 2 Certificate in Customer service

Unit 1: The Customer Service Environment Learners demonstrate a basic understanding of the principles of customer services. They will show an understanding of how good practice can benefit customers and organizations and how systems, procedures, legislation and regulation can affect the delivery of good customer service.

Unit 2: Customer Service Skills Learners demonstrate the ability to communicate effectively in routine and different customer service situations. They will be able to demonstrate and understand the key steps in customer service transactions.

Level 3 Certificate in Customer Service This course is suitable for those who are responsible for delivering customer service, who also monitor and develop the quality of service given and may be in charge of their own department or team.

A minimum of eight units must be completed, including the two core units, plus six optional units - one optional unit should be taken from each theme (see below for details).

Core Units Understand customer service to improve service delivery. Know the rules to follow when developing customer service.

Optional Units

Theme: Impression and Image Make customer service personal. Go the extra mile in customer service. Deal with customers in writing or using ICT. Use customer service as a competitive tool. Organise the promotion of services or products to customers.

Theme: Delivery Deliver customer service on your customer’s premises. Recognise diversity when delivering customer service. Deliver customer service using service partnerships. Organise the delivery of reliable customer service. Improve the customer relationship.

Theme: Handling Problems Monitor and solve customer service problems. Apply risk assessment to customer service. Process customer service complaints.

Theme: Development and Improvement Work with others to improve customer service. Promote continuous improvement in customer service. Develop your own and others’ customer service skills. Lead a team to improve customer service. Gather, analyse and interpret customer feedback.