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Level 2

Principles of Customer Service


21 weeks


Rush Green Campus


Nov 2023


Adult 19+



The Level 2 Certificate in Principles of Customer Service is a knowledge-based part-time course, which enables learners to develop essential knowledge and skills required to work in a variety of industries and customer service job roles.

This course covers the knowledge and skills needed to be a customer service worker. It will build their knowledge of the principles of customer service, whilst enhancing their communication skills, data management & record handling skills and developing customer relationships applicable to a wide range of contexts.

The Level 2 Certificate in Principles of Customer Service is achieved by completing 7 components, which include understanding customer service & delivery and effective communications with customers and employers.

  • Principles of customer service and delivery
  • Understanding customers and handling customer information
  • Understanding employer organisatons
  • Communicating with customers and developing customer relationships
  • Handling objections, resolving problems and delivering customer service to challenging customers
  • Promoting additional products or services and closing sales
  • Processing sales orders and provide post-transaction customer service

To achieve Level 2 Certificate in Principles of Customer Service, learners must successfully complete all 7 components and submit a portfolio of evidence which is internally assessed. There is no external exam.

This qualification is designed for learners aged 19+ or above who are looking to work in a customer service role or similar or progress onto higher studies. Learners would need a good level of English and Maths and will be assessed internally pre-enrolment.

On successful completion, learners could progress to a Level 2 Diploma in Business Administration or Level 3 Diploma in Customer Service.

Where it can lead to
You could progress to the following courses
Career progression

There are number of routes you can take following successful completion of a course. Further study can include Higher Education courses or a Higher Apprenticeship where you will expand your skills through study whilst earning a wage. Or you may choose to move directly into employment.

Contact our careers team for further guidance.