Level 2 Certificate in Principles of Customer Service



Would any of your learners benefit from completing one of our customer service courses?

This qualification allows your learners to develop their knowledge of the key principles of customer service, including communication techniques, different approaches for resolving problems, different organisational structures and the current sales and consumer-related legislation.

Upon completion of this course, your learners could progress on to one of our other customer service courses, such as our Level 3 Certificate in Principles of Customer Service.


Unit 1: Principles of customer service and delivery

In this unit your learners will gain a fundamental understanding of customer service, including the legal and ethical requirements relating to customer service and maintaining customer service information. They will also learn about the importance of managing customers’ expectations.

Unit 2: Understand customers

This unit will develop your learners’ knowledge of different types of customers, links between good customer service and customer and ‘brand’ loyalty and how the organisation is affected by this in terms of reputation and image.

Unit 3: Understand employer organisations

In this unit your learners will learn about different organisational structures and the differences between private, public and voluntary sectors. They will look at internal and external influences on organisations and why change in the business environment is important.

Unit 4: Understand how to communicate with customers

This unit will ensure your learners understand the importance of effective communication in customer service, different communication techniques and how to identify and adapt different communication styles to offer the best customer service.

Unit 5: Understand how to handle customer information

This unit will develop your learners’ knowledge of customer service information systems and handover procedures. They will also learn about 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

In this unit your learners will look at how to deal with challenging customers and a variety of techniques that can be used to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

This unit will develop your learners’ knowledge of how to develop a customer relationship and the value of customer loyalty in relation to managing customers’ expectations in line with the limits of their own authority and how to make alternative service offers to customers.

Key Information

Course Length 210 hours
Awarding Body TQUK
Learning Method(s)

Online learning
materials with
online assessment

Paper based
learning materials and
paper based assessment

Paper based
learning materials
with online assessment




Most recent customer reviews

Cherie McCabe

2 years ago

"I found the whole experience great."

Cherie decided to study this course whilst being on a temporary contract at work, in the hope of gaining further employment.

'I chose to study this course due to being on a temporary contract at work, to give me the opportunity to gain further employment.'
'It has given me more skills to deal with customers on a day-to-day basis, and it’s also given me more confidence to take up further study.'
'I found the whole experience great.'

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