Customer Service

Edenfield » Training » Business Skills » Customer Service

One of the key factors in the success of a business is the level of service that it provides to its customers. This accredited, nationally recognised level 2 qualification has been designed for those working or preparing to work in a customer service role, or where using the telephone is a part of their role.

The six-hour course covers the principles of customer service, including how to meet customer expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.

Qualification details and validity

The qualification (England, Wales and Northern Ireland RQF level 2) has no expiry date, although it is always recommended that learners stay up to date with current practice. The course consists of six contact hours, including of theoretical and group activities.

Course syllabus

The course syllabus includes… What is customer service | Types of customer | Customer needs and expectations | Customer feedback | Principles of providing good customer service | Communication | Responding to customers’ problems and complaints

Assessment and certification

The instructor will monitor learners’ understanding throughout the session(s), and the course is assessed via a multiple choice question paper. The qualification will be issued to those who meet the assessment criteria.

Age restrictions and group sizes

A maximum of 15 students are allowed per instructor, the qualification is available for learners aged 14+.

Training options (open courses, off-peak and on-site training)
To see our upcoming open courses please scroll down. We are also pleased to offer on-site training which can be tailored to meet the needs of your organisation or sector, and can be delivered on a flexible basis (i.e. across a number of mornings/afternoons/evenings/weekends). For details, go to our on-site training page.

Our open course dates…

We don’t have any open courses planned at present.

If we don’t have a suitable date listed, you can register your interest in future courses or get in touch to enquire about on-site training.