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Deliver Customer Service - Level 2


Price is per online user of this course. Applicable EU VAT is added.

It is vital that customer service is carried out correctly and effectively to provide customer satisfaction, and to present a favourable image of the organisation.

The aim of this unit is for you to learn how to deliver customer service by understanding the relationship between customer needs, expectations and satisfaction, the meaning of the terms ‘feature’ and ‘benefit’ and why it is important to treat customers as individuals.  You will learn when and to whom to escalate problems and understand the methods you can use to measure your own effectiveness, why a brand is important to an organisation and how it can affect an organisation’s customer service offer.

This  Level 2 course, from the Business Administration Level 2 suite of online courses, is mapped to UK National Occupational Standards CUS7, A/506/2130.

See below for further information.


Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:

Five stage learning process


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Explain the relationship between customers’ needs and expectations and customer satisfaction, the importance of treating customers as individuals, and of balancing promises made to customers with the needs of the organisation
  • Describe the features and benefits of the organisation’s products and/or services, explain when and to whom to escalate problems, and state methods of measuring your own effectiveness in the delivery of customer service
  • Explain a brand, how it affects an organisation’s customer service offer, the importance of using customer service language that supports a brand promise and your role in ensuring that a brand promise is delivered
  • Explain how to keep up to date with an organisation’s products and/or services and describe the importance of preparing resources necessary to deal with customers before starting work

Course Content

i-ACT: Working with Customers

  • i-Ask: Customers’ Needs, Expectations and Satisfaction
  • i-Ask: Promises to the Customer and the Pillars of Customer Service
  • i-Ask: Measuring the Effectiveness of Customer Service
  • i-Check: How to Treat the Customers
  • i-Check: Customer Service
  • i-Test: Working with Customers

i-ACT: How Organisation and Brand can Influence Customer Service

  • i-Ask: Products and Services
  • i-Ask: The Importance of a Brand
  • i-Ask: Linking the Brand to Customer Service
  • i-Check: Products, Services and Brand Identity
  • i-Test: How Organisation and Brand Can Influence Customer Service

i-ACT: Preparing and Delivering Customer Service

  • i-Ask: Standards of Presentation and Behaviour
  • i-Ask: The Customer Service Journey
  • i-Ask: Policies, Procedures and Legal Requirements
  • i-Check: Customer Service Legislation and Company Policies
  • i-Check: Customer Service Policies and Legislation
  • i-Test: Preparing and Delivering Customer Service

i-ACT: Improving Customer Service

  • i-Ask: Identifying Improvements to Be Made
  • i-Ask: How to Improve Customer Service
  • i-Check: Ways to Improve Customer Service
  • i-Test: Understanding How to Improve Customer Service

Organisational Licensing

The suite of Business Administration courses is available as an organisational licence – please enquire for details by emailing enquiries@elearningmarketplace.co.uk or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email enquiries@elearningmarketplace.co.uk.

Additional information






Available for immediate enrolment



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