Level 2 Certificate in Principles of Customer Service

This Level 2 Certificate in Principles of Customer Service qualification enables learners to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information. This course is suitable for anyone who is interested in customer service, and those who are hoping for career progression or employment opportunities in the customer service industry.

  • Eligibility

    • If you are aged 19-23 you would be fully funded if you have previously achieved a full level 2 and are unemployed. If you do not meet both these criteria, you are not eligible for our funding
    • If you are aged 24 + you would be fully funded if you are unemployed whether receiving benefits or not
    • If you are working but earning less than £25,642.50per year, are aged 19 – 23 and have achieved a full Level 2, you will be fully funded
    • If you are working but earning less than £25,642.50 per year and are aged 24+, you will be fully funded.


    To access this course you will need:

    • Basic understanding in ICT
    • English literacy proficiency at Level 1 or above
    • Access to a reliable desktop or laptop computer and internet connection

  • Cost

    Free *subject to meeting eligibility criteria*.

  • Qualification

    Certificate in Principles of Customer Service

  • Level

    Level 2

  • Duration

    8-12 weeks

  • Timings

    This is a distance learning course where you study at times that suit you.

  • Delivery Location

    Fully online

Download fact sheet as a PDF

Next Level 2 Certificate in Customer Service course starts on:

  • Date: Start any time
  • Location: Fully online
  • Delivery type: Online


    Please note: You will be redirected to Uxbridge College's website, once you click 'Apply now' button below'.

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    • Find out more about the course

    Who is it for?

    Level 2 Certificate in Principles of Business Administration qualification is ideal for anyone with an interest in the responsibilities and tasks involved in a business administration role. By exploring the principles of supporting events, project management and changes within a business environment  you will develop a competitive and impressive knowledge about this sector which can help you start a new career or progress within a
    current role.

    Benefits of this course?

    • Gain a nationally recognised qualification
    • Create a long-standing career pathway within the customer service industry
    • Courses are delivered as distance learning, allowing learners to choose when and where to study
    • Personal tutors are assigned to ensure learners have the support needed to succeed.

    Course summary

    Unit 1: Principles of customer service and delivery

    This unit will provide you with the fundamental knowledge and understanding needed to work in a customer service role. You will develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.

    Unit 2: Understand customers

    Within this unit 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 the organisation in terms of reputation and image.

    Unit 3: Understand employer organisations

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

    Unit 4: Understand how to communicate with customers

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

    Unit 5: Understand how to handle customer information

    This unit will provide you with knowledge of customer service information systems and handover procedures. You will 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

    Unit 6 will provide you with 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 by referring to other sources.

    Unit 7: Understand how to develop customer relationships

    Within this unit you will gain an understanding of how to develop relationships with customers or potential customers. You will also study the value of customer loyalty and the customer’s expectations of you.