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Principles of Customer Service

  • Students

    Looking to learn the basic principles of good customer service? This FREE Level 2 on-line qualification provides the knowledge and skills required by employers to work in a range of different environments in a customer service role. Develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles. On successful completion you will receive an E-certificate.

    Unit 1: Principles of customer service and delivery

    This unit will provide the fundamental knowledge and understanding needed to work in a customer service role. Develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.

    Unit 2: Understand customers

    This unit develops knowledge of the different types of customers. Study the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.

    Unit 3: Understand employer organisations

    Look at a variety of organisational structures and the differences between private, public and voluntary sectors. Discover the internal and external influences on organisations, and why change in the business environment is important.

    Unit 4: Understand how to communicate with customers

    Gain a thorough understanding of the importance of effective communication in customer service. Look at different communication techniques and how to identify and adapt your own communication style in order to offer the best service possible.

    Unit 5: Understand how to handle customer information

    This unit will provide the knowledge of customer service information systems and handover procedures. Learn about the different responsibilities and levels of authority for processing customer service information.

    Unit 6: Understand how to resolve problems and deliver customer service to challenging customers

    This unit will provide a solid foundation of knowledge to enable you to deal with challenging customers. Develop knowledge of techniques available to resolve problems and manage unresolved problems by referring to other sources.

    Unit 7: Understand how to develop customer relationships

    Within this unit, gain an understanding of how to develop relationships with customers or potential customers. Also study the value of customer loyalty and the customer’s expectations.

    Approximate Course Duration – 8 -12 weeks (based on an average of 10-15 hours of self study per week)

    This qualification can be completed on either a desk top or mobile phone.  There are no specific software requirements needed apart from a stable internet connection.

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Course Variant

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If you would like to apply for this course, please add it to your shortlist. You may then add further courses to your shortlist or continue to complete your application.


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What You Will Pay

British and European Union students

Age: 16-18

You will pay £0 for your course

Your course could be free of charge as you may be eligible for financial support to help pay your tuition fees, travel, exams, materials or childcare.

When you enrol you’ll need to pay any course fees for the first year, which you can do by direct debit, cash, debit card or credit card.

Please contact us for more information.

0345 155 2020

British and European Union students

Age: 19+

Costs start at £0 for your course

Your course could be free of charge as you may be eligible for financial support to help pay your tuition fees, travel, exams, materials or childcare.

When you enrol you’ll need to pay any course fees for the first year, which you can do by direct debit, cash, debit card or credit card.

Please contact us for more information.

0345 155 2020

If you would like to apply for this course, please add it to your shortlist. You may then add further courses to your shortlist or continue to complete your application.


Shortlist and Apply

Overseas students

Please contact us to discuss your fees for this course

0345 155 2020

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0345 155 2020

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