Level 2 Certificate in Principles of Customer Service

Adult Skills & Training

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This course runs at any time


Course introduction

This programme will provide you with the underpinning knowledge required by employers to work in a range of different environments in a customer service role. You will develop essential knowledge of how to carry out customer service 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 structure

Unit 1: Principles of customer service and delivery

You will gain the fundamental knowledge and understanding needed to work in a customer service role. Importantly, you will develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.

Unit 2: Understand customers

You will develop knowledge of the different types of customers. You will also study the links between good customer service and customer loyalty, as well as how these factors affect your employer organisation in terms of reputation and image.

Unit 3: Understand employer organisations

You will look at a variety of organisational structures and the differences between the private, public and voluntary sectors. You also will discover the internal and external influences on organisations and understand why change in the business environment is important.

Unit 4: Understand how to communicate with customers

You will gain a thorough understanding of effective communication in customer service. You will look at different communication techniques and identify and adapt your communication style in order to offer the best possible customer service.

Unit 5: Understand how to handle customer information

You will gain knowledge of customer service information systems and handover procedures. You will also 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

You will gain a solid foundation of knowledge to enable you to deal with challenging customers. You will develop knowledge of techniques you can use to resolve problems and manage unresolved problems through appropriate referral.

Unit 7: Understand how to develop customer relationships

You will gain an understanding of how to develop relationships with customers and/or potential customers. You will also study the value of customer loyalty and customer expectations.

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