Level 2 Certificate in Principles of Customer Service

8-12 months

Tutor-led remote learning

LDSS funded

Level 2 Certificate in Principles of Customer Service

601/7070/0

The purpose of this qualification is to provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role.

Learners will also develop essential knowledge of how to carry out customer service tasks, such as how to manage information, support events and apply their knowledge in a variety of industries and job roles.

Quality assured & government recommended · Skills for Care approved qualifications

Who is the Level 2 Certificate in Principles of Customer Service for?

Those interested in building smarter customer support for better experience that drives customer satisfaction.
Those who work with the public face to face, over the phone or via email, social media or live chat.
And anyone who wants to maintain the highest standards of customer service at all times and ensure customers have best experience, facilitating repeat business and positive recommendations

What you'll study (mandatory units)

A total of 13 credits is required to achieve this qualification.
There are 3 mandatory units which must be completed to gain 10 credits and 4 optional units.
Unit 01 Principles of customer service and delivery
Unit 02 Understand customers
Unit 03 Understand employer organisations
Optional Units
Unit 04 Understand how to communicate with customers
Unit 05 Understand how to communicate with customers using the telephone
Unit 06 Understand how to handle customer information
Unit 09 Understand how to resolve problems and deliver customer service to challenging customers

Progression routes

NCFE CACHE Level 2 Diploma in Customer Service
NCFE CACHE Level 3 Certificate in Principles of Customer Service
NCFE CACHE Level 3 Diploma in Customer Service
NCFE CACHE Level 4 NVQ Diploma in Customer Service

Entry requirements

Learner must be aged 16 or over
Learner must have achieved a Level 1 qualification
In work or volunteering in a cleaning environment

Qualification Summary

Qualification aim reference601/7070/0

Guided learning hours (GLH)180

Total qualification time (TQT)200

Credit value13

Assessment methodPortfolio of evidence

Minimum age16

LDSS funded

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