Customer Service Certificate level 2 – C5943

This is a classroom-based five-day course which is offered year-round (50 weeks of the year including non-term times). Successful individuals will gain a nationally recognised Level 2 Certificate in Customer Service which is valuable evidence to show employers that you understand how to manage customers successfully.

This accredited qualification is suitable you if you are 19+ and want to improve your knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed to help you use the correct customer service process as part of your job role (paid or voluntary) and is applicable to a variety of work environments.

You will need to be committed to complete five days of learning (9am – 4pm) and if needed, attend a short tutorial. The course is usually delivered over a two week period.

Year 1

During the five day course, you will take part in a variety of different learning activities, discussion, research, watching short videos as well as demonstrating your skills during mock situations.
By the end of the course you will be able to:
Unit 1
1) Understand the principals of offering excellent customer service
2) Understand how the needs and expectations of customers are formed
3) Understand how to maintain effective relationships with customers
4) Identify and understand current legislation that covers customer service

Unit 2
1) Understand that there are different types of customers and how to meets the needs of all types of customers
2) Understand how to promote products and services and relevant current legislation
3) Understand how different communication styles/behaviour can affect customer service
4) Understand how to deal with customer complaints and changes to services provided
5) Understand the importance of customer feedback and how to obtain accurate feedback
6) Create a training analysis to identify your strengths and any further training you may need to develop your customer service skills.

100% attendance is required to successfully complete both units of this course.

This is a level 2 course and applicants are expected to have a good level of literacy i.e. you can write English to a good standard. However, we welcome all applications and are happy to have an informal chat with anyone who is concerned about their level of literacy and offer appropriate support if needed.

You will complete a variety of learning and assessment activities that may include discussions, practical and written tasks that will be formally assessed by your tutor to create a portfolio of written evidence.

Tuition fees

Tuition Fees (19+): £0.00

Additional Costs

You will not be required to pay a fee for this course if you are in receipt of one of the following benefits:
Universal Credit
JSA or ESA (Employment and Support Allowance Work Related Action Group)
low waged.
Evidence of benefits will be required on the application.

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Disclaimer

If the course is longer than one year the total fees are for the first year only and further fees may apply in future years. All fees are based on a ‘home’ learner status. Please contact us for information on overseas fees.

For more information, please see our course fee disclaimers page.

Learn more about fees

On completion of this award, your tutor will be able to provide advice and guidance on other online or distance learning courses, or classroom-based programmes. These might include CV writing, interview skills, customer service skills and other short vocational programmes. This qualification will support you to gain employment by improving your confidence.

For more detailed advice and guidance about future steps, you can make an appointment with one of our qualified careers advisers who can support you to find the most suitable career path for you and to make the most of your skills and qualifications.

For more detailed advice and guidance about future steps, you can make an appointment with one of our qualified careers advisers who can support you to find the most suitable career path for you and to make the most of your skills and qualifications.

On completion of this award, your tutor will be able to provide advice and guidance on other online or distance learning courses, or classroom-based programmes. These might include CV writing, interview skills, customer service skills and other short vocational programmes. This qualification will support you to gain employment by improving your confidence.

For more detailed advice and guidance about future steps, you can make an appointment with one of our qualified careers advisers who can support you to find the most suitable career path for you and to make the most of your skills and qualifications.