Highfield Level 2 Customer Service Course Book

Level 2 Customer Service Handbook

This easy-to-read Level 2 Customer Service Handbook is the ideal resource to support customer service training. In addition to covering the entire learning outcomes of the level 2 award in customer service, it can also be used to support in-house training programmes.

In addition, we believe that it is essential reading for anyone who works in a customer-facing role and acts as the perfect introduction to good customer service practices.

Topics covered include:

  • The principles of customer service
  • How customers’ needs and expectations are formed
  • Interpersonal skills and appropriate behaviour
  • Responding to customers’ problems or complaints



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