Principles of Customer Service Level 2 - Certificate


This qualification is suitable for learners aged 16 and above. This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events. This qualification is suitable for use within a Study Programme.

See description for details on units.

Accredited by NCFE.

Recommended Total Qualification Time: 200 Hours.

Qualification Type
Learning Method

  • Secure Payment Secure Payment
  • Delivery Delivery
  • Returns Returns
  • Flexible Payment Plans Flexible Payment Plans

Mandatory Units

Principles of Customer Service and Delivery

Understand Customers

Understand Employer Organisations

Optional Units

Understand How to Communicate with Customers

Understand How to Communicate with Customers Using the Telephone

Understand How to Handle Customer Information

Understand How to Deliver Customer Service Online

Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers

Understand How to Handle Objections, Promote Additional Products or Services and Close Sales

Understand How to Develop Customer Relationships

Understand How to Process Sales Orders and Provide Post Transaction Customer Service

Principles of Equality and Diversity in the Workplace

Understand How to Develop Working Relationships with Colleagues

What does this qualification cover?

This qualification aims to:

- provide learners with the underpinning knowledge that is required by

employees to work in a range of different environments within a

customer service role.

The objectives of this qualification are to help learners to:

- develop essential knowledge of how to carry out customer service

tasks, such as how to manage information and supporting events

- know how to apply their knowledge in a variety of industries and job


What are the entry requirements?

There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.

How is it assessed?

To achieve the Level 2 Certificate in Principles of Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the mandatory unit. Grades are not awarded.

The Level 2 certificate in Principles of Customer Service is internally assessed.


Qualification Specification

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