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Certificate in the Principles of Customer Service

Level 2
Course Code:
Distance / Blended Learning
16 weeks

This 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.

"It has helped me to have a better understanding of customer service, which hopefully will enable me to further my career."


This qualification aims to give you the knowledge required to work in a range of different environments in a customer service role. It will help you to develop essential knowledge, and how you apply this knowledge in a variety of industries and job roles.

Unit 1 - Principles of customer service and delivery
This unit provides you with an understanding of customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.

Unit 2 - Understand customers
This unit will provide you with an understanding of the different types of customers. You will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

Unit 3 - Understand employer organisations
This unit ensures that you understand organisational structures and the differences between the private, public and voluntary sectors. You will be able to describe the internal and external influences on organisations and why change within the business environment is important.

Unit 4 - Understand how to communicate with customers
In this unit you have the opportunity to increase your knowledge of communication techniques. You will identify and adapt your communication styles in order to offer the best customer service. You will increase your knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.

Unit 5 - Understand how to handle customer information
This unit develops your understanding and knowledge of customer service information systems and handover procedures - you will be able to record, retrieve and process information. You will also plan and carry out handovers with colleagues in line with organisational procedures.

Unit 6 - Understand how to resolve problems and deliver customer service to challenging customers
This unit provides you with an understanding of how to deal with challenging customers and describe techniques to resolve problems. You will be able to identify customer service problems, agree solutions to problems, and manage unresolved problems by referral to other sources.

Unit 7 - Understand how to develop customer relationships
This unit provides you with an understanding of how to develop customer relationships and the value of customer loyalty and retention to the organisation. You will be able to describe how customers form expectations of the service they receive and explain the limits of their own authority in implementing improvements.
Each unit is assessed through short answer questions. Assessments are completed online via our online assessment platform or you can request paper-based assessments that you will need to post back to us.
There are no specific entry requirements for this course. This is a knowledge based qualification, therefore, a good level of literacy, reading and writing is essential.

Learners must be over 19 and resident in the UK or EU country for at least 3 years.
On successful achievement of this qualification you could progress to:
NCFE Level 2 Diploma in Customer Service
NCFE Level 3 Certificate in Principles of Customer Service
NCFE Level 3 Diploma in Customer Service
NCFE Level 4 NVQ Diploma in Customer Service

It may also be useful if you are planning to studying qualifications in the following sector areas:
Travel and Tourism
Sport, Leisure and Recreation
Health Public Service and Care
Engineering and Manufacturing Technologies
Arts, Media and Publishing
You will receive a study pack which contains your learning resources, study plan, study guide and how to access the online assessment platform. If you want to complete paper-based assessment you will have the option to request these when you enrol.

This course is also available fully online - learning materials and assessments
This is a distance / home study course, so you can study at your own pace and at a time to suit you. A subject specialist tutor will be allocated to you and you can email them should you have any questions relating to your course.

It is important that you can work independently and be dedicated to set time aside each week for your studies, we recommend that you allow a minimum of 4 to 6 hours a week. Remember that your study time counts towards your CPD - Continuing Professional Development.

There is no cost for this qualification. However, if you do not complete your course inside the agreed timescale without a valid reason there will be a charge of £100.

For more information call Steve or Lida on 01271 852354 or email

Course Fees

Total Fee: £0