The Level 2 Diploma in Customer Service


Price £732


A competence-based qualification is based on National Occupational Standards (NOS) and is a job-ready qualification which requires learners to demonstrate the skills and knowledge required to work in a specific industry. A competence-based qualification must be assessed in the workplace or in a realistic work environment (RWE) in accordance with the relevant assessment strategy.


This is a regulated qualification. The regulated number for this qualification is 601/3973/0.


The Level 2 Diploma in Customer Service is a cross-sector qualification aimed at current and prospective customer service workers.

This qualification covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.


  • Qualification number (QN): 601/3973/0
  • Aim reference: 60139730
  • Total Qualification Time (TQT): 450
  • Guided learning hours (GLH): 247
  • Credit value: 45
  • Level: 2
  • Assessment requirements: internally assessed and externally moderated portfolio of evidence


The Level 2 Diploma in Customer Service aims to:


  • provide learners with the skills and knowledge required to successfully work in customer services
  • develop learners’ skills in communication, resolving queries and meeting customers’ needs
  • build learners’ knowledge of the principles of customer service.


The objectives of the Level 2 Diploma in Customer Service are to help learners to:


  • develop customer service skills that can be relied upon by employers in a range of industries
  • provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.



To be awarded the Level 2 Diploma in Customer Service,

learners must achieve a minimum of 45 credits:


  • a total of 19 credits from Group A
  • a minimum of credits from Group B
  • a minimum of 16 credits from Group C
  • the remaining credits can be taken from Groups B, C or D.


Group A mandatory units

  • Unit 01    Deliver customer service (5credits)
  • Unit 02    Understand customers (2credits)
  • Unit 03    Principles of customer service (4credits)
  • Unit 04     Understand employer organisations (4 credits)
  • Unit 05     Manage personal performance and development (4 credits)


Group B optional units

  • Unit 06    Communicate verbally with customers (3credits)
  • Unit 07     Communicate with customers in writing (3credits)


Group C optional units

  • Unit 08 Deal with incoming telephone calls from customers (3credits)
  • Unit 09 Make telephone calls to customers (3 credits)
  • Unit 10 Promote additional products and/or services to customers (2credits)
  • Unit 11 Process information about customers (3credits)
  • Unit 12 Exceed customer expectations(3credits)
  • Unit 13 Deliver customer service whilst working on customers’ premises (4credits)
  • Unit 14 Carry out customer service handovers (3credits)
  • Unit 15 Resolve customer service problems (5credits)
  • Unit 16 Deliver customer service to challenging customers (3credits)
  • Unit 17 Develop customer relationships (3credits)
  • Unit 18 Support customer service improvements (3credits)
  • Unit 19 Support customers through real-time online customer service (3credits)
  • Unit 20 Use social media to deliver customer service (3credits)
  • Unit 21 Resolve customers’ complaints (4credits)
  • Unit 22 Gather, analyse and interpret customer feedback (5credits)
  • Unit 23 Support customers using self-service equipment (3 credits)
  • Unit 24 Provide post-transaction customer service (5credits)


Group D optional units

  • Unit 25 Health and safety procedures in the workplace (2credits)
  • Unit 26 Manage diary systems (2credits)
  • Unit 27 Provide reception services (3credits)
  • Unit 28 Contribute to the organisation of an event (3 credits)
  • Unit 29 Buddy a colleague to develop their skills (3 credits)
  • Unit 30 Employee rights and responsibilities (2 credits)
  • Unit 31 Develop working relationships with colleagues (3 credits)*
  • Unit 32 Principles of equality and diversity in the workplace (2 credits)
  • Unit 33 Processing sales orders (2 credits)
  • Unit 34 Meeting customers’ after-sales needs (3 credits)
  • Unit 35 Handling objections and closing sales (3 credits)
  • Unit 36 Deal with incidents through a contact centre (7 credits)
  • Unit 37 Carry out direct sales activities in a contact centre (5 credits)
  • Unit 38 Negotiate in a business environment (4 credits)
  • Unit 39 Bespoke software (3 credits)


The units above marked * are available as stand-alone unit programmes and are available for individual registration.


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