Customer Service – Level 2 Diploma

  • This nationally recognised qualification will give you a valuable understanding of the key principles and practices of delivering excellent customer service and understanding the different types of customers, their needs, wants and expectations. Through real examples of your work with customers, you will show how you prepare resources to be able to deal with customers, provide levels of customer service that meet your customer’s needs and also identify developments where customer service could be improved.

    Who is this course for?

    This qualification is extremely valuable if you are interested in pursuing a customer facing job or occupation such as:

    • Retail
    • Sales
    • Healthcare
    • Service based entrepreneurship

    Level 2 will suit you if you have some experience in customer service and are able to handle more difficult customers. You are looking to improve your own skills and become more involved in making improvements to your team's level of customer service.

    Course duration

    12-28 Months

    Qualifications gained

    City & Guilds - Level 2 Diploma in Customer Service
    Functional Skills - English, Maths, ICT (as required)

    How to apply

    Contact us

    Tel: 01909 477669


    Apply Now
  • Course Content

    The majority of credit in this certificate (26 credits) is made up from optional units.

    The remaining credit (19 credits) is included in the five mandatory units.

    Each unit in the qualification is split into learning outcomes with associated assessment criteria.

    Mandatory Units:

    • Deliver Customer Service
    • Understand Customers
    • Principles of Customer Service
    • Understand Employer Organisations
    • Manage Personal Performance and Development

    Optional Units:

    The remaining 26 credits are made up from a range of units. These optional units cover a variety of tasks and skills you may perform in your customer service role and are split into Optional Groups.

    The optional units cover areas such as:

    • Communication with customers
    • Dealing and resolving customers' problems and complaints
    • Sales
    • Development and improvement

    Assessment Type

    It will be assessed by your tutor or assessor using a range of methods. This could include:

    • Written Assignments
    • Presentations
    • Direct Observations
    • Reflective Accounts
    • Witness Statements
    • Portfolio

    Progression Opportunities

    During your studies your personal tutor will support you on your progression journey and guide you on a route into employment and to further courses of study.

    On successful completion of this course you may be able to progress onto higher level qualifications such the Customer Service Level 3 NVQ or the Customer Service Professional Apprenticeship.

  • This course is designed those wishing to start a career in business and you will therefore need:

    • A regular work placement of two days or more.
    • Entry 3 or above obtained on English and Maths initial assessment tests.
    • Commitment to purchase necessary tools, equipment and learning materials.
    • Eligibility for funding confirmed during interview.
  • Course Costs

    Aged 16-18
    Tuition is free for students ages 16-18.

    Aged 19+
    Course costs to those aged 19+ will vary and are subject on course duration and type (Award, Certificate, and Diploma).

    Study as an Apprentice
    This vocation is free to any aged student if studied as part of an apprenticeship. Click here to find out more.

    Additional Financial Support

    Student bursary is available to subsidise learning, travel and food costs to those who are eligible aged 16-18 through a means tested assessment.