Level 2 Award in Customer Services
The PIMS Level 2 Award in Customer Services develops practical foundational skills in professional communication, customer care, complaint handling and service delivery.Learners develop confidence in understand...
01
Program Overview
The PIMS Level 2 Award in Customer Services develops practical foundational skills in professional communication, customer care, complaint handling and service delivery.
Learners develop confidence in understanding customer needs, managing challenging situations and delivering professional service through face-to-face, telephone, email and digital channels.
What You'll Learn
- Introduction to Customer Service
- Role of Customer-Service Personnel
- Verbal Communication
- Non-Verbal Communication
- Written Customer Communication
- Customer Needs and Expectations
- Customer Satisfaction
- Professionalism and Customer Care
- Building Customer Trust
- Complaint Handling
- Conflict Resolution
- Difficult Customer Situations
- Teamwork in Customer Service
- Face-to-Face Customer Service
- Telephone Customer Service
- Email and Online Support
- Cultural Awareness
- Customer Diversity
- Customer-Service Policies
- Service Standards
- Practical Customer-Service Case Study
Empowering professionals with knowledge, practical understanding and stronger workplace skills.
PIMSWho Should Attend?
This PIMS Customer Services course is suitable for entry-level customer-service personnel, Call-Centre Staff, Front-Desk Employees, retail workers, hospitality personnel and Business Students seeking practical customer-service skills.
Key Benefits
After completing the programme, learners should be better prepared to:
- Develop practical customer-service knowledge
- Improve verbal and written communication
- Understand customer needs more effectively
- Improve complaint and conflict management
- Develop professional service behaviour
- Provide service effectively across multiple channels
- Strengthen customer satisfaction and service delivery
Assessment & Evaluation
- Assessment Type: Written examination and role-play/practical evaluation.
- Format: Multiple-choice questions, short answers and customer-service simulation.
- Total Questions: 50 theory questions plus 1 practical assignment.
- Passing Score: 70%.
- Duration: 90 minutes written plus 1 hour practical.
- Certification: Level 2 Award in Customer Services Certificate.
Start Your Professional Learning Journey.
Contact PIMS for information about Level 2 Award in Customer Services, training schedules and enrollment.
Enquire Now →