Certificate in Customer Service Level 2

Want to master the art of serving customers well, responding to queries, and building loyalty?

Our NCFE Level 2 Certificate in Customer Service gives you an insight into customer expectations, communication techniques, handling complaints, delivering consistent service, and using feedback for improvement. You’ll explore both face-to-face and digital customer interactions.

Great customer service is the bedrock of business success across retail, hospitality, public services, and more. If you interact with customers or want to build a role in service, this course gives you the tools to deliver excellence and make a strong impression.

What will you learn?

Course title: NCFE Level 2 Certificate in Principles of Customer Service

Course ref: 601/7070/0

This qualification helps you:

• Demonstrate understanding of the key principles of customer service and their application across a range of industries and work environments
• Describe how to carry out core customer service tasks, including managing information and supporting customer-focused events
• Apply knowledge of customer service practices to different job roles and organisational contexts
• Recognise how various departments and roles within an organisation contribute to the customer experience
• Develop essential employability skills, including teamwork, independent learning, and problem solving
• Demonstrate professional behaviour, interpersonal skills, and effective communication with customers, colleagues, and managers
• Recognise the importance of appropriate dress, manners, and personal conduct in delivering excellent customer service
• Use this qualification as a foundation for progression into employment in customer service roles or for further study at a higher level

Your course is divided into manageable units:

• Unit 1: Principles of Customer Service and Delivery
• Unit 2: Understand Customers
• Unit 3: Understand Employer Organisations
• Unit 4: Understand How to Communicate with Customers
• Unit 5: Understand How to Develop Customer Relationships
• Unit 6: Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers
• Unit 7: Understand How to Develop Working Relationships with Colleagues

No exams required you’ll complete assessment activities that demonstrate your knowledge and skills.

Why learn with us?

• Flexible online learning – study anywhere, anytime, and fit learning around your lifestyle.
• Maximise learning & development budgets – employers can improve retention, morale, and CPD outcomes.
• 80% achievement rate – achieve a nationally recognised NCFE CACHE qualification.
• Dedicated tutor support – expert guidance every step of the way.
• Achieve in as little as 10 weeks - by committing 5–10 hours per week.

What our learners say

“I have grown my knowledge in the customer service and I can use this to positively impact my work and my team who work in front of house.’’ Online Course Learner

Where could this qualification lead?

Successful learners often progress to:

• Level 2 Data Protection and Data Security
• Customer Service Level 3 Apprenticeship
• Business Administration Level 2 Apprenticeship

This course is also a great step toward careers in:

• Customer Service Assistant
• Retail Assistant
• Call Centre Agent
• Receptionist
• Sales Support Administrator
• Volunteer Roles (such as charities, Front Desk Volunteer, Event Support Volunteer, Helpline Volunteer or Community Engagement Volunteer)

Course Requirements

This course requires a basic level of English and Mathematics proficiency. By purchasing this course, you confirm that you meet these requirements.

Proof of Identification: Our operations team will contact you directly to request a copy of your identification for the purpose of registering you with the awarding body.