Principles Of Customer Service
Duration
Various
Study Modes
Online Self Study
Cost
Funding Available
Qualification
Level 2 Certificate
Enquire Today
Whether you’re an individual looking to boost your confidence and enhance your customer service skills, or an employer wanting to upskill your team, the Level 2 Customer Service Flexible Learning course offers an accessible online route to developing your knowledge.
Our friendly team is here to guide you through your options, support you at every stage, and answer any questions you may have.
Please fill out our enquiry form and we will be in touch.
What’s Covered
Mandatory Units
- A basic overview of customer service
- Legal and ethical requirements related to customer service
- How to deliver effective customer service
- The management of customer service information
- The relationship between customer service and a brand
- The different types of customer
- The the value of customers and their loyalty
- The different types organisational structures
- The organisational environment
Optional Units
- How to communicate verbally with customers
- How to communicate with customers in writing
- Why ‘customer service language’ is used
- A variety of questioning techniques
- Verbal and non-verbal signals that show how a customer may be feeling
- How to deal with incoming customer calls
- Understand how to make telephone calls to customers
- Questioning techniques used when dealing with incoming calls
- How to handle abusive calls
- How body language and facial expressions can be detected over the phone
- How to process customer information
- The customer service handover process
- Legislation and regulatory requirements when processing information
- Different responsibilities and levels of authority for processing information
- Supporting customers through real-time online customer service
- Adapting communication style to meet customers’ ability to use online systems
- Social media in a business environment
- The importance of monitoring customer posts in social media networks
- The etiquette of communication within different social media platforms
- The importance of security settings on social media platforms
- The different types of challenging customers
- Behaviours that make it challenging to deal with customers
- Techniques to identify customer service problems and their causes
- How to deal with situations where customers become agitated or angry
- The limits of their own authority for resolving problems and making promises
- The purpose of encouraging customers to provide feedback
- The methods used to encourage customers to provide feedback
- The difference between standard and non-standard sales objections
- Clarifying objections and identify potential sales opportunities
- Hypothetical and real objections
- How competitor activity may affect the potential sale
- Empathising with and reassuring the customer
- A range of ways to close the sale
- Potential barriers to closing the sale
- Verbal and non-verbal buying signals
- How to identify potential add-on, up-selling or cross-selling opportunities
- The importance of developing relationships with customers
- How customers’ expectations may change over time
- The use of customer feedback to develop customer relationships
- Customer relationship management systems
- How to exceed customer expectations
- Types of actions that customers are likely to perceive as adding value
- How to support customer service improvements
- How to process and follow up sales orders
- Sources of information used to check customer credit
- Different payment methods accepted by sales orientated organisations
- Policies and procedures for post-transaction customer service
- How legislation and regulation affect customers’ rights
- The implications of equality legislation
- Legal requirements for equality of opportunity
- Benefits of equal opportunities and diversity
- Potential consequences of failing to comply with equality legislation
- Organisational standards and expectations for equality and diversity
- Behaviours that support equality, diversity and inclusion in the workplace
- The principles of effective team working
- How to give feedback constructively
- Conflict management techniques
- How to buddy a colleague
- Techniques to establish rapport with a buddy
Why Choose This Course?
The NCFE Certificate in Customer Service will leave you feeling confident, qualified, and ready to handle real-world customer situations, whether on the phone, online, or in person.
This course is designed to be studied at your own pace, anytime, from anywhere, and you won’t be alone! Your dedicated tutor will be on hand to offer support, feedback and guidance whenever you need it.
Could be fully funded – Enquire today to find out if you could study this course for FREE!
Who is this course aimed at?
Perfect for anyone looking to gain employment in a customer facing role, add a recognised qualification to their CV, upskill and increase confidence in their current role or work towards a promotion.
This is also a great opportunity for employers looking to upskill their team, increasing sales and customer satisfaction in their organisation. This course can be studied flexibly around the needs of the business.
Typical Job Roles
Customer service training can open doors across a wide range of industries, leading to roles such as Customer Service Advisor, Customer Support Specialist, Call Centre Operative, Receptionist or Front‑of‑House Assistant, Retail or Sales Assistant, Complaints Handler, Online Customer Support Agent, Membership or Contact Centre Advisor, or even administrative positions that involve customer interaction. These roles appear across many sectors and reflect the broad, transferable nature of the skills developed on this course.
FAQs
Our FAQs give you quick, clear answers to the questions we get asked most often. If your question hasn’t been answered, or you would like to learn more, please get in touch, we’re always happy to help!
You’ll be working towards a nationally recognised NCFE Level 2 qualification that can boost your confidence and strengthen your CV, with the added benefit that the course may be fully funded depending on eligibility. ACL Essex also offers clear signposting to further training, progression pathways, and future career opportunities, helping you plan your next steps with confidence.