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13th Jan 2023 / 10:00 am - 11:00 am

Meeting Customer Needs – Level 2 Accredited Online Learning

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Free (Members)

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By: Liverpool John Moores University


Learn how to meet your customer’s needs and understand how good customer care impacts and benefits your customers, staff and business.

This free* accredited online learning course will enable you to develop an understanding of customer needs and how you might apply what you learn into your workplace or own business.

The course is completed via an online portal at your own pace (within an agreed 2 week timeframe) at home/in the workplace with access to designated online support , if required.

After you have applied, we will be in touch to check your eligibility and enrol you in the programme.As soon as your are fully registered you will be allocated an assessor, who is there if you need any support .

Drawing upon your own experiences in meeting customer needs the course includes a number of activities, such as videos, worksheets and readings, that allow you to work at your own pace to complete both the course and the ongoing assessment.

The course is split into three parts, each should take no longer than two hours making it easy to complete either over one day or across a few days.

The three parts to the course are:

Understand customer care and the benefits of good customer care

Know how to meet customer needs

Understand the importance of collecting, storing and interpreting customer feedback

At the end of the course you should be able to:

List basic principles associated with good customer careOutline a company’s customer care policy

Explain the benefits of an organisation having customer service standards

Outline common barriers to good customer careDescribe examples of good practice in customer care

Describe the difference between internal and external customers

Identify the needs and expectations of a customer

Explain why it is important to meet or exceed customer expectations

Explain how to effectively deal with complaints in your own area of responsibility

Describe how to deal with difficult customer(s) behaviour

Explain the importance of customer feedback

Describe different methods of collecting formal and informal feedback from customers

Explain how to interpret feedback from customers

Describe how to improve customer satisfaction

Outline some implications of the Data Protection Act for collecting, storing and using customer feedback

This course can be undertaken wholly online or you can also choose to attend one of our face to face support sessions. Contact the Team at EHS@ljmu.ac.uk for details.

Please note this course is open to eligible participants and is limited in numbers, so please register your interest early to avoid missing out.

Participants successfully completing this level 2 workshop will receive a Unit of Credit Certificate awarded by ILM (Institute of Leadership & Management).

* Free for eligible participants see criteria