Customer Service
Level 2

This versatile qualification will help you to develop your customer service skills and boost your prospects for your first customer service job.

  • 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
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  • Price (incl. VAT)
    £299.00
  • 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 qualification

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
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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
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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
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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
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“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

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