Level 2 Certificate in Principles of Customer Service (Online)

The purpose of the qualification is to develop learners’ knowledge and understanding relevant to working in a customer service environment.

Learners must achieve all 3 mandatory units and a minimum of 4 optional units.

Mandatory Units

• Understanding customers
• Principles of customer service
• Understand employer organisations

Optional Units

• Understand how to communicate with customers verbally and in writing
• Understand how to communicate with customers using the telephone
• Know how to process information about customers
• Understand delivery of online customer service
• Understand how to resolve customer service problems and challenges
• Know how to handle objections and closing sales
• Understand how to develop customer relationships
• Understand how to process and follow up sales orders
• Principles of equality and diversity in the workplace
• Know how to develop working relationships with colleagues

There are no formal entry requirements for this course, however you should have a good level of reading and writing skills.

The course consists of a number modules delivered online through the skills network platform, therefore laptop / tablet and internet connectivity is essential.

Please contact adult.education@nscg.ac.uk for further information

Learners could progress onto the Level 3 Customer Service qualification or consider an Access to HE or HNC Business route.

This course is FREE to adult learners aged 19+ who have been a UK/EU Resident for 3 years or more.