This versatile qualification will help you to develop key customer service skills, boosting your prospects of gaining your first customer service job or progressing in your existing role.

Learning outcomes

  • Learn more about the delivery of excellent customer service
  • Improve your communication skills to strengthen relationships and interactions with customers and colleagues
  • Develop the knowledge and principles that underpin outstanding customer care
  • Gain or develop key transferrable skills applicable in a range of industries and sectors
Apply now Can I study for free?
  • FREE online course
    FREE 100% online study
  • Course duration
    9 or 11 weeks
  • Recommended study
    10 hours per week
  • Study requirements
    No existing qualification required
  • Success rates
    94% of our learners pass
  • First-class support
    Online and by phone
  • Assessments
    3 or 4 to pass
  • Qualification
    Nationally accredited Level 2 qualification

Who is this course for?

People looking to learn more about the delivery of excellent customer service and improve your communication skills to strengthen relationships and interactions with customers and colleagues.

Course details

Each unit contains an assessment to demonstrate your knowledge of each subject area. Once you successfully complete all units you will achieve a Level 2 Certificate in Customer Service.

Unit 1: Understanding the organisation

Your learning goals:

  • Factors that can affect an organisation and the customer service role
  • Employee rights, responsibilities and organisational procedures
  • Career pathways within customer service
  • How employees are supported within the customer service role
  • Organisation’s policies and procedures.
  • Assessment
    Unit 1 Assessment
Apply now
Unit 2: Prepare to deliver excellent customer service

Your learning goals:

  • The principles of customer service in an organisation
  • How customer needs and expectations are identified
  • How to balance customer expectations against the organisation’s offer
  • How complaints are handled
  • Legislation relating to customer service.
  • Assessment
    Unit 2 Assessment
Apply now
Unit 3: Communication in the customer service role

Your learning goals:

  • Methods of communication with customers
  • How to handle customer service information
  • How to work as part of a team to provide effective customer service
  • How to meet the needs of a diverse range of customers
  • The importance of promoting and evaluating products and services.
  • Assessment
    Unit 3 Assessment
Apply now
Unit 4: Understand customers*

Your learning goals:

  • Cultural factors and how they can affect customer expectations
  • How good customer service can positively influence customer loyalty
  • How the reputation and image of organisations can effect customer perceptions
  • Identifying dissatisfied customers.

*Mandatory for Lifetime Awarding students

  • Assessment
    Unit 4 Assessment
Apply now

“I've really enjoyed this course. It helps me a lot in my job every day and I'm sure it will help me in the future.”

Claudia from Croydon
Successful Customer Service learner

Can I study for free?

Free places are available to anyone who meets the criteria below.

  • Living in England
  • Aged 19 or over from the 31 August 2022 (born before 01 September 2003)
  • A citizen of a country within the European Economic Area (EEA) and a resident in the EEA for the last 3 years
  • Not in receipt of any other government-funded training.

Apply now

You may also qualify if you're:

  • Employed and in receipt of a low wage
  • A non-EEA citizen with permission by UK government to live in the UK which is not for educational purposes, and lived in England for at least 3 years
  • A family member of an EU national
  • A refugee
  • Asylum Seeker.

Course places are limited, sign up today to secure your place.

Take a look at our FAQs for further funding information.

Comprehensive support

Your Tutor

Your Tutor

As a vision2learn student you’ll have the support of a dedicated tutor throughout your studies.



Use our online forum for support and discussion with other students.

Customer Care

Customer Care

We offer in-depth online support whenever you need it.



Our friendly team are available from 9am–8pm Monday to Thursday and 9am–5pm Friday (excluding Bank Holidays). Alternatively, you can visit our FAQs page for further information.