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Level 2 Certificate in Principles of Customer Service

About the course

Course Overview

This qualification enables learners to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information.

This course is suitable for anyone who is interested in customer service, and those who are hoping for career progression or employment opportunities in the customer service industry.

Who will Benefit from the Course

This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to get a job where the role involves customer service knowledge as a key component of the position.

Learning Method

Studying via distance learning means you can choose when and where you study.

The course is 100% online and on demand. Each unit has a deadline but learners can complete the programme at any time before this deadline at a time that fits around existing commitments. Learners must have access to a laptop, computer or tablet (phones cannot be used) and have internet access.

This course can be accessed at any point between October 2021 and April 2022.

What you will Learn

This course is split into seven manageable units:

Unit 1: Principles of customer service and delivery

In this unit learners will gain a fundamental understanding of customer service, including the legal and ethical requirements relating to customer service and maintaining customer service information. They will also learn about the importance of managing customers’ expectations.

Unit 2: Understand customers

This unit will develop learners’ knowledge of different types of customers, links between good customer service and customer and ‘brand’ loyalty and how the organisation is affected by this in terms of reputation and image.

Unit 3: Understand employer organisations

In this unit learners will learn about different organisational structures and the differences between private, public and voluntary sectors. They will look at internal and external influences on organisations and why change in the business environment is important.

Unit 4: Understand how to communicate with customers

This unit will ensure learners understand the importance of effective communication in customer service, different communication techniques and how to identify and adapt different communication styles to offer the best customer service.

Unit 5: Understand how to handle customer information

This unit will develop learners’ knowledge of customer service information systems and handover procedures. They will also learn about 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

In this unit learners will look at how to deal with challenging customers and a variety of techniques that can be used to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

This unit will develop learners’ knowledge of how to develop a customer relationship and the value of customer loyalty in relation to managing customers’ expectations in line with the limits of their own authority and how to make alternative service offers to customers.


• Gain a nationally recognised qualification

• Create a long-standing career pathway within the customer service industry

• Courses are delivered as distance learning, allowing you to choose when and where to study


This course is FREE as long as students meet the below criteria. We will also need proof of earnings OR benefits. If you are employed please can you email in copies of the past 3 months or payslips or a P60. If you are self employed your most recent set of verified accounts or an SA302 or a contract showing your income amount. If you are unemployed and claiming Universal Credit then please provide evidence of this through a statement or official benefit letter. These will be checked by the college and held securely.

  • Funding Criteria

    * Eligible to live and work in the UK (or a refugee)

    * 19+

    * Not a prisoner or on remand

    * Not studying on a further or higher education course or a traineeship or an apprenticeship.

    Entry Criteria

    Learners are expected to be IT literate

    All applicants will be asked to take an online English assessment prior to enrolment.

    Learners should be able to commit sufficient time to complete the course. it will take people differing amounts of time to complete this course however the published course hours are 120.

Are you looking to take up an activity, gain qualifications for employment or volunteering, or improve your existing skills?

We have a range of course available for you at our Croxteth Campus in Liverpool. Find out more about our free courses in the Liverpool City Region.

Booking Forms

If you are booking courses as an individual please book and pay through the online system linked to each course website.

If you are booking any courses for multiple employees or are submitting a company booking please use this form.

If you are booking multiple 'Online Short Industry Courses please use this booking form.