customer | service | skills | course

Level 2 Certificate in Principles of Customer Service

Would any of your employees benefit from completing a customer service skills course? This qualification aims to provide your employees with an understanding of customer service skills, including different organisational structures and current sales and consumer-related legislation.


Unit 1: Principles of customer service and delivery

In this unit your employees will be provided with a fundamental understanding of customer service and develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information.

Unit 2: Understand customers

This unit will develop your employees’ knowledge of the different types of customers and the links between good customer service and customer loyalty, and how this affects an organisation’s reputation and image.

Unit 3: Understand employer organisations

In this unit your employees will learn about varied organisational structures and the differences between private, public and voluntary sectors. They will also learn about 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 help your employees understand the importance of effective communication in customer service. Your employees will learn about different communication techniques and how to identify and adapt their communication style to offer the best customer service.

Unit 5: Understand how to handle customer information

In this unit your employees will learn about 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

This unit will provide your employees with the knowledge needed to handle challenging customers. They will develop techniques to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

In this unit your employees will develop their understanding of how to develop customer relationships and the value of customer loyalty.

The benefits of this course include:

  • You will see improved staff retention
  • Employees will achieve a nationally recognised level 2 qualification
  • Employees can learn from their own home, in their own time
  • Employees get access to award-winning learning and assessment materials
  • Employees will receive subject specialist support from a Tutor and access to a Learner Support Advisor for everyday queries
  • Funding available – speak to one of our team for more information and to see if your staff are eligible.
  • Full cost Direct debit Fully funded
    £299 Initial payment of £29.90, 3 monthly payments of £89.70 To be eligible you must:
  • Be 19 or over as of 31st August 2017
  • Have lived in the European Union for the past three years
  • Not be a current learner with The Skills Network or another provider
  • Learners must reside in England or Scotland
  • NOT have done the course of interest before.
  • Key Information

    Funding Fully Funded
    (Subject to eligibility)
    Full Cost Price £299.00
    Course Length 8-12 weeks
    average course length
    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

    Direct Debit



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