Customer Service Certification Online

This Course Consists of the following units:

Module 1: Foundations of Modern Customer Service

This module introduces the principles of modern customer service, focusing on its role in business success and the impact of service quality on customer loyalty. Learners gain an understanding of service culture and customer expectations.

Module 2: Understanding Customer Behaviour & Expectations

Learners explore customer psychology, motivations, and decision-making processes. The module also explains how businesses can anticipate customer needs and adapt to changing expectations.

Module 3: Communication Excellence in Customer Service

This section develops verbal, non-verbal, and written communication skills essential for effective service delivery. It highlights the role of empathy, active listening, and clarity in building strong customer relationships.

Completing the Certificate in Customer Services QLS Level 2 opens up entry-level opportunities in various customer-focused roles. Graduates can pursue careers as Customer Service Assistants, Call Centre Agents, Receptionists, or Front Desk Officers in industries such as retail, hospitality, and administration. The course equips learners with essential communication, problem-solving, and telephone handling skills, making them valuable to any service-oriented organisation. With experience, learners can progress into supervisory roles or continue their studies with higher-level customer service qualifications. This course is a solid starting point for building a long-term career in customer support and client relations.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

What topics are covered in the Certificate in Customer Services Level 2?
The course includes core topics such as the basics of customer service, telephone communication skills, managing difficult customers, and solving customer problems effectively.

Is this course suitable for someone with no prior experience?
Yes, this course is designed for beginners. It provides foundational knowledge and skills required for customer service roles in any industry.

Can I take this course while working a full-time job?
Absolutely. The course is self-paced, allowing you to study at your convenience, even with a full-time job.

Will this course help me improve my phone communication skills?
Yes, Unit 2 focuses on telephone techniques including tone, clarity, and etiquette, which are vital for effective communication over the phone.

Do I receive a certificate upon completion?
Yes, you will receive a CPD-accredited certificate issued by OHSC, along with a Certificate of Completion from CPD Courses.

How to convince a customer during an interview question?
Demonstrate empathy, active listening, and the ability to identify customer needs. Give a real example where you solved a problem and maintained a positive relationship.

How do you handle angry customers?
Stay calm, listen actively, acknowledge their feelings, and provide clear solutions. Showing respect and patience is key to de-escalating tension.

What are the 3 keys of customer service?
The three keys are: effective communication, understanding customer needs, and delivering on promises consistently.

How can I improve my customer service skills?
Practice active listening, seek feedback, study customer behaviour, take relevant courses, and always aim for empathy and patience in interactions.

Who is a consumer agent?
A consumer agent represents the interests of the customer, helping them navigate services, file complaints, or make informed purchasing decisions.