Level 2 Certificate in Customer Service

Royal Open College

CPD Accredited Hard Copy Certificate

Hard copy certificate - Included

CPD Accredited PDF Certificate

Digital certificate - Included

Reed Courses Certificate of Completion

Digital certificate - Included

• Module 01 Introduction to Customer Service Principles 07:47

  • 1: Module 01 Introduction to Customer Service Principles 07:47

• Module 02 Understanding Customer Expectations and Behaviour 10:17

  • 2: Module 02 Understanding Customer Expectations and Behaviour 10:17

• Module 03 Communication and Interpersonal Skills 12:10

  • 3: Module 03 Communication and Interpersonal Skills 12:10

• Module 04 Telephone Etiquette and Voice Communication 08:29

  • 4: Module 04 Telephone Etiquette and Voice Communication 08:29

• Module 05 Developing Product and Service Knowledge 11:01

  • 5: Module 05 Developing Product and Service Knowledge 11:01

• Module 06 Customer Service Standards and Quality Delivery 09:45

  • 6: Module 06 Customer Service Standards and Quality Delivery 09:45

• Module 07 CRM Systems and Data Management 12:48

  • 7: Module 07 CRM Systems and Data Management 12:48

• Module 08 Professional Email Communication 10:07

  • 8: Module 08 Professional Email Communication 10:07

• Module 09 Written Business Communication 11:27

  • 9: Module 09 Written Business Communication 11:27

• Module 10 Social Media Customer Engagement 10:57

  • 10: Module 10 Social Media Customer Engagement 10:57

• Module 11 Live Chat and Real-Time Support 09:12

  • 11: Module 11 Live Chat and Real-Time Support 09:12

• Module 12 Integrating Sales with Customer Service 06:09

  • 12: Module 12 Integrating Sales with Customer Service 06:09

• Module 13 Service Recovery and Complaint Handling 08:30

  • 13: Module 13 Service Recovery and Complaint Handling 08:30

• Module 14 Upselling and Cross-Selling Techniques 10:16

  • 14: Module 14 Upselling and Cross-Selling Techniques 10:16

• Module 15 Customer Service Metrics and Performance (KPIs) 10:32

  • 15: Module 15 Customer Service Metrics and Performance (KPIs) 10:32

• Module 16 Resolving Customer Complaints Professionally 10:34

  • 16: Module 16 Resolving Customer Complaints Professionally 10:34

• Module 17 Managing Difficult and Challenging Situations 11:08

  • 17: Module 17 Managing Difficult and Challenging Situations 11:08

• Module 18 Cultural Awareness, Diversity, and Inclusion in Service 09:33

  • 18: Module 18 Cultural Awareness, Diversity, and Inclusion in Service 09:33

• Course Completion 02:00

  • 19: Final Words! 01:00
  • 20: Order Your CPD Certified Certificate (Optional) 01:00

Level 2 Certificate in Customer Service

Take charge of your future with our Level 2 Certificate in Customer Service program, designed to equip you with demanding skills that employers truly value. This Level 2 Certificate in Customer Service program offers a modern approach to learning, covering the most up-to-date topics that are commonly known in Level 2 Certificate in Customer Service.

Each module is designed to sharpen in-demand skills, giving you the knowledge and confidence to advance your career and open doors to new opportunities. Moreover, by completing the Level 2 Certificate in Customer Service program, you’ll earn a UK-recognised certificate that highlights your professional abilities and strengthens your CV.

★ ★ Detailed Curriculum Breakdown of Our Level 2 Certificate in Customer Service Program ★ ★

Module 01: Introduction to Customer Service Principles
Gain a solid understanding of what customer service is, why it matters, and the core principles that drive customer satisfaction and loyalty.

Module 02: Understanding Customer Expectations and Behaviour
Explore how customers think, what they expect, and how to adapt your approach to meet diverse customer needs and preferences.

Module 03: Communication and Interpersonal Skills
Develop key communication and active listening skills that foster trust, understanding, and lasting relationships with customers.

Module 04: Telephone Etiquette and Voice Communication
Learn professional techniques for managing calls, using tone effectively, and handling inquiries confidently over the phone.

Module 05: Developing Product and Service Knowledge
Understand the importance of product expertise in delivering accurate information and building customer confidence.

Module 06: Customer Service Standards and Quality Delivery
Examine how to meet and exceed customer service benchmarks, ensuring consistency and professionalism across every interaction.

Module 07: CRM Systems and Data Management
Get hands-on with Customer Relationship Management (CRM) systems to record, manage, and analyse customer data effectively.

Module 08: Professional Email Communication
Master the art of writing clear, polite, and professional emails that reflect a positive company image and resolve issues efficiently.

Module 09: Written Business Communication
Learn how to create business documents and written correspondence that maintain clarity, tone, and professionalism.

Module 10: Social Media Customer Engagement
Discover how to interact with customers on social media platforms, manage feedback, and strengthen your digital service presence.

Module 11: Live Chat and Real-Time Support
Understand how to deliver quick, accurate, and empathetic support through live chat and other instant communication tools.

Module 12: Integrating Sales with Customer Service
Explore how excellent service supports sales growth through relationship-building, recommendations, and trust-based selling.

Module 13: Service Recovery and Complaint Handling
Learn structured techniques for resolving complaints positively and turning unhappy customers into loyal advocates.

Module 14: Upselling and Cross-Selling Techniques
Develop confidence in identifying customer needs and offering complementary products or services to enhance value.

Module 15: Customer Service Metrics and Performance (KPIs)
Analyse performance through key service metrics such as CSAT, NPS, and response time, driving measurable improvements.

Module 16: Resolving Customer Complaints Professionally
Handle challenging customer situations with professionalism, empathy, and effective conflict-resolution strategies.

Module 17: Managing Difficult and Challenging Situations
Build resilience and confidence in de-escalating difficult conversations and maintaining composure under pressure.

Module 18: Cultural Awareness, Diversity, and Inclusion in Service
Recognise the importance of cultural sensitivity and inclusion in customer service to support diverse client needs effectively.

Anyone who is interested in Level 2 Certificate in Customer Service can enrol in this course, like -

• Beginners starting a career in customer service or administration
• Frontline employees who interact with customers daily
• Retail, hospitality, or call centre staff aiming to improve service delivery
• Individuals seeking to strengthen their professional communication and problem-solving abilities
• Anyone looking to gain a recognised qualification to boost their employability

This course is also a perfect choice for professionals who want to boost their CPD (Continuing Professional Development) and gain a competitive edge in the UK job market.

There is no prior requirement to enrol on this Level 2 Certificate in Customer Service course. All you need to enrol in the Level 2 Certificate in Customer Service program is a smart device and stable internet connection access.

After completing the Level 2 Certificate in Customer Service course, you will be able to manage the following jobs:

• Customer Service Advisor – £21,000 to £28,000 per year
• Receptionist – £20,000 to £26,000 per year
• Retail Assistant / Store Associate – £20,000 to £25,000 per year
• Call Centre Agent – £21,000 to £27,000 per year
• Administrative Assistant – £22,000 to £28,000 per year

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