Principles of Customer Service: Level 2 Certificate
For learners looking to increase their knowledge and understanding of customer service.
Course summary
- Qualification
- NCFE Level 2 Certificate in Principles of Customer Service
- Level
- Level 2
- Awarding body
- NCFE
- Qualification number (QAN)
- 601/7070/0
- Guided learning
- 180 hours
- Total time
- 200 hours, including study and assessment
- Cost
- Free if you are eligible
Who it's for and what you'll learn
This Principles of Customer Service NCFE Level 2 qualification is part of a suite of knowledge-based qualifications. It has been developed to enable learners to progress into employment in customer service roles or onto higher level studies.
This qualification aims to:
- provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role
The objectives of this qualification are to help learners to:
- develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
- know how to apply their knowledge in a variety of industries and job roles
What the course covers
To be awarded the Principles of Customer Service level 2 qualification, learners are required to successfully complete the 3 mandatory units listed below, plus 4 optional units (which will be confirmed by your learning provider when you start):
Unit 1 - Principles of customer service and delivery
This unit provides learners with an understanding of customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.
The learner will:
- Understand customer service
- Understand how legal and ethical requirements relate to customer service
- Understand how to deliver effective customer service
- Understand the management of customer service information
- Understand customer service delivery
- Understand the relationship between customer service and a brand
Unit 2 - Understand customers
This unit provides learners with an understanding of the different types of customers. Learners will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.
The learner will:
- Understand different types of customers
- Understand the value of customers and their loyalty
Unit 3 - Understand employer organisations
This unit ensures learners understand organisational structures and the differences between the private, public and voluntary sectors. Learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.
The learner will:
- Understand organisational structures
- Understand the organisational environment
How these courses usually work
Every provider does things a little differently, so check the details with them before you apply.
Where and how you study
Most of these courses are studied online, from home. You'll usually need internet access and a laptop or desktop computer. A phone or tablet may not be enough. Some providers can send paper workbooks if you ask.
How long it takes
- This qualification is designed to take about 200 hours in total, including study and assessment.
- Many learners finish in around 6 weeks by studying 4 to 5 hours a week. You can go faster if you have more time.
- Providers usually set a deadline, often 10 to 12 weeks after you start.
Support
Providers usually give you a tutor who marks your work and answers your questions by email, phone or message.
Assessment
There are usually no exams. Instead, you answer assessment questions as you work through the course and send them to your tutor to mark. If an answer needs more work, you can usually change it and send it again.
Your certificate
When you pass, your certificate comes from the awarding body, NCFE. It often takes 8 to 12 weeks to arrive after your final assessment.
Things to check before you start
- Many providers only let you study one funded course at a time.
- If you leave the course early, or don't finish by the deadline, some providers charge an admin or withdrawal fee, often around £125. Ask about this before you sign up.
Can I do this course for free?
ASF local flexibility: 19+, England resident, unemployed or earning under £26,800 (devolved areas vary).
Check if you're eligible for this course using the "Am I eligible?" form below. It also shows which providers offer it. The provider makes the final decision.
You can also read who can get a free course.
Where can I study this?
We've found 5 providers offering this course for free to eligible learners.
Answer a few quick questions to check whether you’re likely to get this course for free. We’ll then show you which providers offer it.
What could I do next?
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Sources
- NCFE Level 2 Certificate in Principles of Customer Service (VRQ) - List of Qualifications approved for fundingqualifications.education.gov.uk
- NCFE Level 2 Certificate in Principles of Customer Servicencfe.org.uk
- TQUK Level 2 Certificate in Principles of Customer Service (RQF) - List of Qualifications approved for fundingqualifications.education.gov.uk
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