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Understanding the Use of Communication in Customer Service

Course Overview

The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the use of communication in customer service - Level 2.

Good communication is fundamental to the delivery of good customer service. Most of the messages we send other people are nonverbal. In fact, non-verbal methods account for 50-80% of all human communications and can include for example; body language, appearance, posture or facial expressions. Verbal communication consists of two primary types, speech and writing, both of which are skills that must be mastered to avoid communication breakdowns.

This online training course has been developed to provide learners with the knowledge and understanding needed to provide good service to their customers, and can be used either as a standalone course, or used to compliment face-to-face training such as role play.

This course will cover the following learning outcomes:

  • Understand non-verbal communication techniques when delivering customer service.
  • Understand verbal communication techniques when delivering customer service.
  • Understand when communication with a customer should be referred to someone else within the organisation.

This unit is a mandatory unit within the following qualifications:

  • Level 2 Certificate in Principles of Customer Service (QCF)
  • Level 3 Certificate in Principles of Customer Service (QCF)

Course Details

Lesson Plan

Topic areas covered include:

  • Non-Verbal Communication Techniques
  • Verbal Communication Techniques
  • When Communication With A Customer Should Be Referred

Target Audience

Although developed for those undertaking the Level 2 Understanding the Use of Communication in Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care.


With approximately 64 interactive screens, it is estimated that this course will take approximately 1 - 2 hours to complete (depending on learning speed). As an e-learning course you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.


On completion of this course you will be able to print a Virtual College certificate.

Entry Requirements

There are no specific entry requirements for this course.

Cost and Discounts

£30 + VAT - This cost is for a single user.

Discounts are available for multiple users (10 or more) for more information please contact, or telephone UKVC Sales on 01943-605976.

How it Works

The information below is specific to this particular course. If you would like a more general guide to how our purchasing and learning works please visit the Four Easy Steps page which should tell you all you need to know.

Alternatively; if you have a specific question or concern why not contact us directly ?


This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material, and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.


The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consist of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course


This course is delivered fully online allowing you to learn at your own pace, however an average duration would be 1 - 2 hours.

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If you would like to buy this course now please enter details of the learner to be enrolled on the course.

When you click "Submit" you will be transferred to our secure payment system (provided by WorldPay) where you will be able to enter your credit or debit card details.

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Once the payment has been accepted you will immediately be allocated an account in our Training Management System, and you will be able start your training right away.

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