Looking to learn the basic principles of good customer service? This qualification provides the knowledge and skills required by employers to work in a range of different environments in a customer service role. Develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.
Course Length: 16 weeks on average
Awarding Body: TQUK (E-certificates upon achievement)
Learning Method(s)
Online materials
Paper materials
Online assessment
Paper assessment
There is no prior qualification needed to access this course.
This course is part of our fully funded range of Level 2 courses so is free to the majority of learners – eligibility criteria applies.
Unit 1: Principles of customer service and delivery
This unit will provide the fundamental knowledge and understanding needed to work in a customer service role. Develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
Unit 2: Understand customers
This unit develops knowledge of the different types of customers. Study the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.
Unit 3: Understand employer organisations
Look at a variety of organisational structures and the differences between private, public and voluntary sectors. Discover the internal and external influences on organisations, and why change in the business environment is important.
Unit 4: Understand how to communicate with customers
Gain a thorough understanding of the importance of effective communication in customer service. Look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.
Unit 5: Understand how to handle customer information
This unit will provide the knowledge of customer service information systems and handover procedures. Learn about the different responsibilities and levels of authority for processing customer service information.
Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
This unit will provide a solid foundation of knowledge to enable you to deal with challenging customers. Develop knowledge of techniques available to resolve problems and manage unresolved problems by referring to other sources.
Unit 7: Understand how to develop customer relationships
Within this unit, gain an understanding of how to develop relationships with customers or potential customers. Also study the value of customer loyalty and the customer’s expectations.
This is a guide to the eligibility criteria if you are not sure about anything please get in touch with us.
Click to view and download the course information PDF
This course is fully free for eligible adults aged 19 and over living in London or Buckinghamshire, funded through the Adult Skills Fund. Funding is generally available to people who are unemployed or on a lower income and is subject to residency and eligibility checks when you enrol.
This is a nationally recognised qualification that develops the knowledge and understanding needed to deliver excellent customer service across a wide range of sectors. It covers customer needs and expectations, effective communication, handling complaints, teamwork, resolving customer queries, maintaining customer satisfaction and understanding the importance of customer service to organisations.
This qualification is suitable for anyone working in or looking to start a customer facing role and wanting to develop their customer service skills. It is particularly relevant to people interested in retail, hospitality, healthcare, education, housing, local government, call centres, financial services, leisure and public services.
The qualification can support progression into roles including Customer Service Advisor, Receptionist, Retail Assistant, Call Centre Advisor and Sales Assistant, depending on your experience and employer requirements. It can also strengthen your CV and provide a foundation for further training and progression into senior customer service, Team Leader and supervisory roles.
Most learners complete the qualification within 10 to 12 weeks through flexible blended learning, with online learning materials and dedicated tutor or assessor support. Assessment is completed through an online portfolio of evidence and knowledge based workbooks, with no formal examinations required.
