Principles of Customer Service

This course is currently being offered free of charge. If, however, the learner withdraws early without completing the course, a charge may be incurred to cover the cost of the course materials.

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 course is ideal for learners who are entering the field of customer service for the first time. It is particularly relevant for anyone who deals with customers - either internal or external to their organisation - as a major part of their job role. As well as people in retail organisations, this will include many service industries and public sector organisations.

This qualification is suitable for use within a Study Programme.

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.

It is recommended that learners currently work or have previously worked in a relevant role. Such experience provides the necessary background, knowledge, and expertise to effectively undertake this course. Some questions will require learners to reflect on and draw from their prior experiences in various situations and scenarios.

Additionally, it is advisable for learners to have access to the support of a suitable mentor.

To be awarded the Level 2 Certificate in Principles of Customer Service learners are required to successfully complete 7 units:

• Unit 01 Principles of customer service and delivery
• Unit 02 Understanding customers
• Unit 03 Understand Employer Organisations
• Unit 04 Understand how to communicate with customers
• Unit 08 Understand how to resolve problems and deliver customer service to challenging customers
• Unit 10 Understand how to develop customer relationships
• Unit 13 Understand how to develop working relationships with colleagues
  
  
  

To achieve the Level 2 Certificate in the Principles of Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in the qualification specification.

You are required to successfully complete seven mandatory units.

This course will provide learners with formal recognition of their performance in the workplace. It assesses the knowledge and understanding of the key areas of customer service and will allow learners to successfully engage with a diverse range of customers in a variety of situations. It outlines the procedures, practices and legislation related to customer service delivery, as well as how to identify and satisfy customer needs.

This qualification aims:

• To reinforce the importance and benefits of good communication skills
• Helps you understand the value of customers and their loyalty
• Assists with adhering to organisational policies and procedures, as well as legal and ethical requirements when providing customer service
• To adapt your own behaviour to meet customers’ needs
• Reduce the risk of complaints and customer departures
• To gain relevant skills, knowledge and understanding, leading to improved experiences for those using your services
• To identify your rights and responsibilities
• Strengthen your understanding of organisational structures and the differences between private, public and voluntary sectors

You will study this course online via the e-assessor learning portal.  Our support staff and assessors are on hand to guide and help you throughout your qualification.

All materials comprise of a set of high-quality activity workbooks. These materials have been officially endorsed by the relevant awarding organisation as meeting the requirements of the qualifications. Learners will be provided with all the necessary workbooks to complete the programme and will have the opportunity to work through a series of reflective tasks and activities designed to reinforce the learning process and test their knowledge. 

If you are interested in enrolling on this course, please complete the postcode checker above and (if your postcode is eligible) click on the "Apply" button.