CUSTOMER SERVICE – LEVEL 2

Aims
The aims of the examination are to enable candidates to develop:
(a) a knowledge of the elements of good customer service
(b) the ability to apply these elements to realistic situations
(c) an understanding of personal behaviours that enhance service delivery
(d) competence in applying these behaviours to given circumstances

Syllabus

1. The Role of Customer Service
2. Delivering Reliable Service
3. Communicating Directly with Customers
4. Dealing with Customer Complaints

Course Duration: 45 hours