Level 2 Certificate in Principles of Customer Service

Are you looking to study a customer service online course? This qualification will provide you with the underpinning knowledge required by employers to work in a range of different environments in a customer service role. You will develop essential knowledge of how to carry out related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.

Course Info
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Course Content

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.

How is the course delivered?

This course is delivered fully online through a online learning platform.

Support is provided throughout from professionally trained tutors who are available to provide guidance and mark assignments, as well as provide feedback on progress where required.

This course is not suitable for absolute beginners, therefore learners are expected to have existing computer skills to Level 1 standard.

How will I be assessed?

All work is completed and submitted online, with an assessor assigned to mark and feedback on your work upon submission.

This course is fully funded via the Government Adult Education Budget for learners who meet the age, residency and income criteria.

All applicants must be aged 19 and over, and those aged 19-23 are only eligible if they have already achieved a full Level 2 qualification or equivalent. If you are aged 24 and above you do not require any prior academic qualifications.

Applicants must have lived in the EU for the last three years and currently reside in England with a postcode outside of London, Greater Manchester, Liverpool City, Cambridge & Peterborough, Tees Valley, and the West Midlands.

All applicants will also be assessed to ensure they meet the required standard of English language skills.

Funding and Eligibility Criteria

Eligibility Criteria:

To qualify for a FREE Level 2 online learning course, you must meet the below requirements:
You must be aged 19 years or over as at 31/08/21
If you are aged 19-23, you must hold a full Level 2 qualification or above in any subject* (If you are aged 24+ you do not need to have a qualification)
You must have lived in the EU for the last three years
You must reside in England with a postcode outside of London, Greater Manchester, Liverpool City, Cambridge & Peterborough, Tees Valley, and the West Midlands.
You must not be on another funded programme i.e. an apprenticeship or another distance learning or online course
You must not have completed this course or a similar course previously
You must not be on another distance learning course with another training provider
Applicants must also meet the low income and unemployment criteria below. You will only be fully-funded if:
You are working but earning less than £18,525 per year or are unemployed and in receipt of benefits, are aged 19 – 23 and have achieved a full Level 2
You are working but earning less than £18,525 per year or are unemployed and in receipt of benefits and are aged 24+

*A full Level 2 achievement is equivalent to 5 or more GCSEs at grade 9-4 (A* to C). 

Level 2 qualifications are:

  • CSE – grade 1
  • GCSE – grades 9, 8, 7, 6, 5, 4 or grades A*, A, B, C
  • intermediate apprenticeship
  • level 2 award
  • level 2 certificate
  • level 2 diploma
  • level 2 ESOL
  • level 2 essential skills
  • level 2 functional skills
  • level 2 national certificate
  • level 2 national diploma
  • level 2 NVQ
  • music grades 4 and 5
  • O level – grade A, B or C

Please get in touch with us using the enquiry buttons menu in the section below if you are interested in enrolling onto this programme

You can phone us via the details provided on this page or submit the course enquiry form located in the menu in the section below.

Our adult Learning Shops will then book an appointment with a National Carers Service adviser and make arrangements for you to complete an assessment to determine if this course is at an appropriate level for you to study at.*

Learners will attend an induction and assessment session which will be used to check your existing knowledge to ensure this is the most suitable course for you.

We will also need to confirm whether or not you are eligible to pay any course fees, and you may be asked to provide some further information about your current employment and financial status and previous learning.

*For employers or training managers enquiring about this course on behalf of your organisation for staff training purposes, National Careers Service appointments are not a mandatory part of the enrolment process.

Level 2 Certificate in Principles of Customer Service
Course Outline: Develops essential knowledge of how to carry out customer service related tasks such as how to manage information and support event
Qualification: TQUK Level 2 Certificate in Principles of Customer Service
LevelLevel 2
LocationDistance Learning – Delivered Online
Duration12 Weeks
Start DateLearners can enrol on these courses throughout the year
AttendanceFlexible attendance throughout the year
PriceSubject to eligibility this course may be fully-funded

Disclaimer

All fees, prices and funding information shown on this page are for courses starting in the 2022-23 academic year unless stated otherwise, and are correct at the time of entering/printing information, however these may be subject to change due to factors outside of our control. The College cannot accept legal or financial liability as a result of any such changes.

Courses fees are generally not confirmed for September until June / July due to the above factors.

The course information describes programmes offered by Colchester Institute. The College takes all reasonable steps to provide courses as described, but cannot guarantee provision. The information is for guidance and does not form any part of a contract.

The College reserves the right to update and amend information as and when necessary. Colchester Institute will do its best to provide the courses shown, but may have to modify or withdraw a course depending on customer demand and other factors.