Customer Service Level 2

To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 5 optional units (at least one from each Theme).

Mandatory Core

Theme: Customer Service Foundations

This Theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work.

  • Unit 1 Prepare yourself to deliver good customer service
  • Unit 5 Provide Customer Service within the rules
  • Unit 6 Recognise and deal with customer queries, requests and problems

Optional Units

Theme: Impression and Image

This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation.

  • Unit 9 Give customers a positive impression of yourself and your organisation
  • Unit 10 Promote additional services or products to customers
  • Unit 11 Process customer service information
  • Unit 12 Live up to the customer service promise
  • Unit 13 Make customer service personal
  • Unit 14 Go the extra mile in customer service
  • Unit 15 Deal with customers in writing or using ICT
  • Unit 16 Deal with customers face to face
  • Unit 17 Deal with customers by telephone

Theme: Delivery

This Theme covers Customer Service behaviours and processes that have most effect on the customer experience during Customer Service delivery.

  • Unit 21 Deliver reliable customer service
  • Unit 22 Deliver customer service on your customer's premises
  • Unit 23 Recognise diversity when delivering customer service

Theme: Handling Problems

This Theme covers the behaviours, processes and approaches that are most effective when handling customer service problems.

  • Unit 6 Recognise and deal with customer queries, requests and problems
  • Unit 31 Resolve customer service problems

Theme: Development and Improvement

This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

  • Develop customer relationships
  • Support customer service improvements
  • Develop personal performance through delivering customer service

Customer Service Level 3

To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 6 optional units (at least one from each Theme).

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Want to know more?

If you are interested in applying you can download an application form.

Should you have any further questions please contact us and speak to either Pat McCann 0207 942 2523 or Ray Chan on 0207 942 2940 and we will be more than happy to advise you.