Learn great ways of improving your customer service when communicating both digitally and in person.
CPD Certified Provider of Training Excellence Online Training Approved by Skills for Care

Customer Service Level 2 (VTQ) at a glance

  • 3-year nationally recognised certificate
  • 1 hour and 37 minutes of engaging video training
  • Video access for 8 months
  • Printable wall certificate
  • CPD time credit conformation
  • Includes manual & other downloads
  • Free weekly video refresher
  • Evidence Based Training certificate
£24.95 + VAT
Group Rates also available

Good customer service is vital and it applies to most businesses in one form or another.  Where staff adopt good customer service skills, it makes the workplace not only more productive but also a much better environment.  Customer service training is also ideal to increase working relationships between employees.

This ProTrainings qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.  

The course includes different scenarios to give examples of how situations get out of hand and how they can be resolved.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

  • Sales companies
  • Telesales
  • Medical staff
  • Reception staff
  • Shops
  • Banking
  • Staff training
  • Social care workers
  • Office staff
  • Any customer-facing employee

This course comes with 3.0 hrs (6.0 class) of CPD, although the time to complete the course online may be less than this. Total course time includes 1 hour and 37 minutes of video training as well as knowledge reviews, final test, remedial help and reviewing downloaded material.

The content of this and all our courses has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines and come with a Certified CPD Statement as well as a ProTrainings Certificate and for online courses an Evidence Based Learning statement.

For full details of the contents of the online course visit the Customer Service Training page.

1. Understand the principles of customer service

    • 1.1 Identify the purpose of customer service
    • 1.2 Describe how customer service affects the success of an organisation
    • 1.3 Identify the different types of customers an organisation may have
    • 1.4 Identify the range of customer needs 
    • 1.5 Describe how effective teamwork impacts on customer service

2. Understand how customer needs and expectations are formed

    • 2.1 Describe the purpose of an organisation’s service offer
    • 2.2 Describe how customer expectations are formed
    • 2.3 Describe the relationship between customer expectations and customer satisfaction
    • 2.4 Identify why it is important to ensure effective customer relationships are maintained
    • 2.5 Identify methods of obtaining customer feedback and why this is important

3. Know the interpersonal skills and appropriate behaviour required in the customer service environment

    • 3.1 Identify different methods of communication
    • 3.2 Describe the range of interpersonal skills required for effective customer service
    • 3.3 Explain how non-verbal communication of the service deliverer can affect the behaviour of the customer
    • 3.4 Describe how personal presentation, approach and attitude will influence the perception of the service delivered
    • 3.5 Describe the appropriate behaviour and customer service skills required when using the telephone
    • 3.6 Explain why it is important to ensure that the customer is informed and reassured at all stages

4. Understand the principles of responding to customers’ problems or complaints

    • 4.1 Identify common causes of customer problems and complaints
    • 4.2 Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers
    • 4.3 Describe ways of handling difficult customer situations
    • 4.4 Explain the importance of responding to customer service issues promptly
  • Coronavirus (COVID-19) link to the NHS website
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Why do I need accredited training courses?

Whether you are employed, running a business or taking training for other reasons, you need to ensure the course is trustworthy and will pass due diligence checks.  Taking courses that are accredited gives you peace of mind of the quality, compliance and that your certificate will be accepted. Choosing ISO companies to ensure they are externally verified.

What is CPD and why is having Certified CPD important?

CPD stands for Continuous Professional Development and is required in many business sectors. Even if you do not require a set CPD credit level, having Certifed CPD ensures the quality of training. ProTrainings are the highest gold standard of CPD ensuring that all courses are externally verified and mapped to the highest levels.

What is "SCORM ready" and will courses run on a LMS?

SCORM Ready means that online courses can run on any compatible Learning Management System (LMS). SCORM courses run seamlessly on your existing LMS system without a separate login so staff only login using the existing company system. ProTrainings online courses have an advanced SCORM ready system to give more features than any other company.

Are courses all online or can I take a blended or class case locally?

Most of our courses are available as online or classroom-based at a training centre locally.  We can also send an instructor to your business to save travel and tailor the course to your business.  To save time and money you can take most courses in a blended format with online and class training.

I want to complete a short practical module after completing the online course, is this possible?

We have a network of over 1000 approved and monitored instructors to deliver a short skill training session nationwide or we can come to your workplace to deliver the training. This blended training saves class time and provides the same qualification. Contact us on 01206 805359 to discuss your options.

Do I receive a certificate after completing your online training?

Yes, when you complete the online course you will be able to download and print a compliant completion certificate, evidenced-based learning statement to confirm course content and a certified CPD statement. There is no extra charge for the certificate.  You can also buy a printed certificate to be posted to you for a small extra fee.

What training courses do you offer and how are they delivered?

We offer a full range of training courses across all business sectors as video online, blended and nationwide at your business or our local training centres. With over 300 courses you can learn at a time and place that meets your busy schedules and save money on travel and costs away from the office.

What People are Saying

“Good informative course, enhanced my knowledge.”

- Muhammad Shahbaz from Riyadh. P.O. Box 87833

“Video content was really good as was the summery description at the bottom. Easy to understand and really helpful.”

- Bethany from Durham
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