Highfield Level 2 Award in Customer Service

This one-day customer service training course will help you to improve your customer service skills and provide the best possible experience for your customers. The qualification covers customer service principles, including how to meet customer expectations. 

It also includes the importance of appropriate behaviour and communication skills and techniques and ways to deal with problem customers.

Who Should Attend?

• This Highfield Level 2 Customer Service training course is ideal for those employees who work in a customer service role who wish to take their customer care to another level—similarly, anyone who deals directly with customers face-to-face, over the telephone or by e-mail.

The course is suitable for a wide variety of work environments and job roles such as:

• Receptionists
• Waiters and Waitresses
• Sales and Customer Service Employees
• Call Centre Workers
• Online Support Staff
• Tradesmen.

Why’s It Important?

• No matter the size or type of your business you operate, excellent customer care needs be at the heart of your business model if you wish to be successful. It is essential to provide your customers with the best possible experience when they contact anyone within your business.
• Many businesses fail to realise just how important good service is for the overall health of their business. This can be a huge mistake since good service isn’t just important… it’s absolutely vital.
• Everything about your company reflects upon everything else. So, if you have good customer service, people naturally assume you have good products. If you have bad service; however, people usually believe you have bad products.

What Will You Gain?

• By attending this Customer Service training course, you will understand the principles of excellent service. You will also understand how customers’ needs and expectations are formed.
• On returning to the workplace, you will be able to provide an exceptional level of service within your business and deal with customers’ problems and complaints successfully.
• By providing a consistently high level of service, your business will benefit from increased sales, customer loyalty and an enhanced public image.  Also, happy and satisfied customers create a positive working environment which means a more effective workforce.

Key Topics

• Understanding the principles of customer service
• How customers' needs and expectations are formed
• Interpersonal skills
• Appropriate behaviour
• The customer journeys
• How to communicate with customers
• How to handle customer information
• How to resolve customer problems
• How to deliver good customer service to challenging customers
• Importance of customer feedback