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In Short

These qualifications are aimed at individuals who are starting a career in a customer-facing role. They are suitable for all age groups: for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. These qualifications provide the foundation to progression in a range of different roles, which involve customer contact.

Entry Requirements

You must be working in a customer service role.

Course Content

Qualification structure To achieve a full Level 2 QCF Certificate in Customer Service, you must achieve a minimum of 28 credits and to achieve a full Level 3 QCF Diploma in Customer Service, you must achieve a minimum of 42 credits. Level 2 mandatory units • Communicate using customer service language • Follow the rules to deliver customer service. Level 3 mandatory units • Demonstrate understanding of customer service • Demonstrate understanding of the rules that impact on customer service. Example of optional units • Give customers a positive impression of yourself and your organisation • Go the extra mile in customer service • Build a customer service knowledge set • Do your job in a customer-friendly way • Recognise diversity when delivering customer service • Review the quality of customer service • Resolve customer service problems • Work with others to improve customer service • Lead a team to improve customer service • Gather, analyse and interpret customer feedback • Monitor and solve customer service problems.

How will I be assessed?

You will be assessed in the workplace using several different methods including observation of practice, questioning and witness testimonies from senior staff. This is collected in a portfolio of evidence.

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