Principles of Customer Service

Level 2 Certificate in Principles of Customer Service

Effective customer service is essential when establishing a successful business. This qualification will enable you to gain knowledge and develop existing skills around this fundamental and engaging service.

The Level 2 Certificate in Principles of Customer Service qualification will provide you with the foundation knowledge required by employers to work in a variety of sectors and job roles.

The key to good customer service is building good relationships with your customers. Promoting a positive, helpful and friendly environment will ensure your customers leave satisfied and with a lasting positive impression of your company. A happy customer will often return and is likely to spend more.

Online Learning


Course Overview:

The purpose of this online learning course is to develop a learners' knowledge and understanding relevant to working in a customer service environment.


Mandatory Units:

  • Principles of customer service
  • Understand customers
  • Understand employer organisations


Optional Units:

  • Know how to develop working relationships with colleagues
  • Know how to handle objections and closing sales
  • Know how to process information about customers
  • Principles of equality and diversity in the workplace
  • Understand delivery of online customer service
  • Understand how to communicate with customers using the telephone
  • Understand how to communicate with customers verbally and in writing
  • Understand how to develop customer relationships
  • Understand how to process and follow up sales orders
  • Understand how to resolve customer service problems and challenges


Estimated Total Qualification Time:

200 hours.