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Customer Service

  • Students

    This FREE versatile on-line qualification will help you to develop your customer service skills and boost your prospects for your first customer service job.

    • Learn more about the delivery of excellent customer service
    • Improve your communication skills to strengthen relationships and interactions with customers and colleagues
    • Develop the knowledge and principles that underpin outstanding customer care
    • Gain or develop key transferrable skills applicable in a range of industries and sectors

    Each unit contains an assessment to demonstrate your knowledge of each subject area. Once you successfully complete all four units you will achieve a Level 2 Certificate in Customer Service.

    Unit 1: Understanding the organisation

    • Factors that can affect an organisation and the customer service role
    • Employee rights, responsibilities and organisational procedures
    • Career pathways within customer service
    • How employees are supported within the customer service role
    • Organisation’s policies and procedures

     Unit 2: Prepare to deliver excellent customer service

    • The principles of customer service in an organisation
    • How customer needs and expectations are identified
    • How to balance customer expectations against the organisation’s offer
    • How complaints are handled
    • Legislation relating to customer service

    Unit 3: Communication in the customer service role

    • Methods of communication with customers
    • How to handle customer service information
    • How to work as part of a team to provide effective customer service
    • How to meet the needs of a diverse range of customers
    • The importance of promoting and evaluating products and services

     Unit 4: Understand customers*

    • Cultural factors and how they can affect customer expectations
    • How good customer service can positively influence customer loyalty
    • How the reputation and image of organisations can effect customer perceptions
    • Identifying dissatisfied customers.

     *Mandatory for Lifetime Awarding students

    Course duration

     12 weeks 

    Recommended study

     10 hours per week 

    Study requirements

    Whilst an understanding of the sector would be advantageous no existing qualifications are required.

    What computer software will I need?

    To study online with vision2learn you will require the following:

    • An Internet enabled PC running Microsoft Windows operating system
    • A Web browser (JavaScript and Cookie enabled)
    • An active email account
    • Microsoft Word or a similar word processing software program. (You may need additional software programs for IT courses – please contact us for more information.)
    • Adobe Reader
    • Adobe Flash Player (version 9.0 or higher)

     Supported Web Browsers

    The following web browsers are currently supported.

    • Internet Explorer 11
    • Microsoft Edge *
    • Google Chrome *
    • Mozilla Firefox *

     * Microsoft Edge, Firefox and Chrome follow a continuous release policy. We will support the last 2 major versions of each of these browsers.

    Please ensure that your browser has JavaScript and Cookies enabled as this will be required in order to access our e-learning platform and courses. If you are still unsure, you can visit to check your system meets with our minimum requirements.


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Why Gloucestershire College?

We guide any ambitious and motivated person on their journey through education and their career, by providing the right environment that encourages and nurtures individual talents.

Our industry-standard facilities and experienced teaching team provide our students with the skills businesses truly need.

We are here to help

0345 155 2020

90% of students would recommend GC and 95% said that the teaching on their course was good.

Ofsted has rated us good.

  • We offer industry relevant facilities
  • Our lecturers are passionate subject specialists
  • Employers value our students' skills

We'll look after you. We have dedicated teams to help you and a great Learning Mentor scheme.