Level 2 Certificate in Principles of Customer Service

There are no specific entry requirements, however, learners should have a minimum of a Level 1 in English and Maths or equivalent.

The qualification is suitable for learners of 19 years of age and above.

You will be added to our Equal platform, where you will be able to access all the learning resources and assessments to complete and you'll be allocated your own personal tutor who you can contact throughout your studies.

You will be required to work through a series of tasks and activities designed to reinforce the learning process and demonstrate your knowledge. Your personal tutor will then assess your work and provide you with constructive feedback for each unit.

All learners are assessed in English, unless the qualification specification specifically states that another language may be accepted. This also applies to all learner evidence presented for external quality assurance purposes.

The qualification is assessed by internally set and marked assessments, subject to external quality assurance. All learning outcomes that assess knowledge and understanding (usually beginning with ‘understand’ or ‘know how to’) may be assessed through internally set and marked written assignments, tasks, records of oral or written questions, workbooks, or other portfolio evidence.

Materials for internal assessment must be submitted for approval before use and must be mapped to the relevant unit, learning outcome and assessment criteria.

All learning outcomes and assessment criteria must be met to achieve a pass - there is no grading.

Each unit within the qualification may have its own assessment requirements, assessment guidance and range:

- Assessment requirements are conditions of assessment that must be met by learners when undertaking their assessments to achieve the unit or meet a particular assessment criterion
- Assessment guidance are areas that could be covered by learners in their assessments to achieve the unit or particular assessment criteria but are not mandatory

You should be able to work at a Level 1 or above in Functional Skills.

This is a 12-week course that requires your own time management for study. You will be given submission dates to keep you focused on the 12-week timeframe.

- Guided learning hours total approximately 180 hours
- Directed study requirements total approximately 10-15 hours

Flexible

This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to get a job where the role involves customer service knowledge as a key component of them position.

This course is split into seven units:

- Principles of Customer Service
- Understanding Customers
- Understanding Employer Organisations
- Understanding how to Communicate with Customers Verbally and in Writing
- Knowing How to Process Information about Customers
- Understanding How to Resolve Customer Service Problems and Challenges
- Understanding How to Develop Customer Relationships

The benefits for completing this course are:

- Gain a nationally recognised qualification
- Improve your adult social care skills to help you create a long-standing career pathway in your chosen industry
- Courses are delivered as distance learning, allowing you to choose when and where to study
- Personal tutors are assigned to ensure you have the support needed to succeed