Course Name
Blended Level 2 Principles of Customer Service Certificate
Who is this course for?
This course is ideal for:
• Customer service representatives
• Sales professionals interacting with clients
• Social media managers and community coordinators
• Anyone interested in developing their customer service skills who are at least 19 years old
• Learners progressing from L1 Customer Service qualifications
• Job seekers wanting to improve their employability skills
• Learners returning to education after a break.
• Individuals wishing to gain a recognised qualification to support progression into work or further study
Entry Requirements
- Be aged 19+
- Have a good level of spoken and written English. Previous level 1 maths and English achievement or demonstrating the ability to work at these levels is recommended
- Be motivated to complete independent learning activities
- Have an interest in customer service and working with people
- A laptop or desktop computer with internet access is required for completion of coursework and home learning
What You Will Learn
Key areas covered include:
• Principles of customer service and delivery
• Understand customers
• Understand employer organisations
• Understand how to communicate with customers
• Understand how to develop working relationships with colleagues
• Understand how to resolve problems and deliver customer service to challenging customers
Course Aim
The aim of this qualification is to develop learners' understanding of customer service principles and best practice, enabling them to provide effective customer service and contribute positively to customer satisfaction within a variety of workplace settings
Course Length
Learners will attend 6 weeks of classroom-based sessions while undertaking online learning activities and assessments throughout the programme
What You Will Need to Bring
Learners should bring to class:
A notebook or folder
Pens and stationery
A positive attitude and willingness to participate
For home learning and assignment completion, learners will need:
Access to an email account
Access to the internet for independent study
How You Will Learn
Classroom teaching/Lectures, Practical exercises/Workshops, Group discussions/Collaboration, Online/Self-study modules, One-to-one tutoring/Mentoring, Field trips/External visits
The qualification is delivered over 6 weeks through face-to-face teaching, with learners expected to complete online learning and assessment activities between sessions.
How you will be assessed
Practical assessment/Demonstration, Coursework/Assignments
This blended learning programme combines face-to-face classroom teaching with online learning and assessment. While key knowledge and skills will be taught during classroom sessions, learners are also required to complete online assessments, coursework and independent study activities outside of class. Successful completion of both the classroom-based learning and all required online assessment tasks is essential to achieve the qualification, therefore learners must be prepared to commit to regular home study throughout the programme.
Completion of all online assessments and achievement of the assessment criteria are required to achieve the qualification
Where Next
Further Qualifications such as
- Level 3 Customer Service programmes
- Business Administration qualifications
- Team Leading and Management qualifications
Apprenticeships such as
- Business Administrator Level 3
Employment Opportunities such as
- Customer Service Assistant
- Customer Service Advisor
- Receptionist
- Contact Centre Operative
- Retail Assistant
- Administrative Assistant
Will learners gain a qualification?
Yes, a recognised Level 2 qualification
Extra Info
This NCFE Level 2 Certificate in the Principles of Customer Service blended learning course combines engaging classroom sessions with flexible online study, allowing learners to develop their customer service knowledge in a way that fits around their other commitments. Through tutor-led teaching, practical activities, role plays and group discussions, learners can apply their learning to real workplace situations while building confidence and employability skills. Ongoing tutor support and online assessments help learners stay on track and successfully achieve this nationally recognised qualification
