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Level 2 Customer Service Operations BTEC
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Level 2 Customer Service Operations BTEC
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Level 2 Customer Service Operations BTEC
– Topics
Communicate Verbally with Customers
Managing difficult communication situations
Adapting communication to different customer groups
Effective verbal communication techniques
Communicate with Customers in Writing
Using appropriate tone and language in written communication
Developing a professional writing style
Writing clearly and accurately
Deliver Customer Service
Identifying customer needs
Meeting customer expectations
Creating a positive impression
Manage Personal Performance and Development
Time management
Goal setting
Personal skills and qualities
Principles of Customer Service
Relationship between customer service and brand image
Benefits of good customer service
Customer service principles
Understand Customers
Factors affecting customer expectations
External customers
Internal customers
Understand Employer Organizations
Differences in delivering customer service across different organizations
Organizational structures
Types of employer organizations