Customer Service Skills - Level 2

This Customer Service Skills - Level 2 course is designed for professionals who already have a basic understanding of customer service principles and wish to advance their skills to handle more complex situations. Participants will develop advanced communication techniques, problem-solving strategies, and conflict resolution skills to enhance customer experience and satisfaction.

By the end of this course, learners will be able to handle challenging customers confidently, provide exceptional service, and create positive long-term customer relationships.

Upon completion, participants will be able to:
✅ Use active listening and advanced communication techniques to understand customer needs.
✅ Apply empathy and emotional intelligence to diffuse difficult situations.
✅ Handle customer complaints and escalations effectively.
✅ Understand consumer behaviour and build long-term customer relationships.
✅ Use problem-solving frameworks to provide customer-focused solutions.
✅ Deliver consistent service excellence across multiple channels (phone, email, live chat).