Level 2 Award in Customer Services
Empowering professionals through accredited international qualifications.
Explore Other CoursesCourse Overview
This program introduces learners to the essential principles and practices of customer service. It emphasizes communication, professionalism, problem‑solving, and customer satisfaction. Participants will gain the skills to interact effectively with customers, handle complaints, and contribute to positive customer experiences across industries.
Qualification Details
| Qualification Title | Level 2 Award in Customer Services |
|---|---|
| Total Credits | 10 |
| Guided Learning Hours | 100 |
| Qualification Time | 300 |
-
Introduction to Customer Service Defines customer service, its importance, and the role of customer service representatives.
-
Communication Skills for Customer Service Covers verbal, non‑verbal, and written communication techniques for effective interactions.
-
Customer Needs and Expectations Explains how to identify, anticipate, and meet customer needs.
-
Professionalism and Customer Care Focuses on personal presentation, attitude, and building trust with customers.
-
Handling Complaints and Difficult Situations Provides strategies for resolving conflicts and turning complaints into opportunities.
-
Teamwork in Customer Service Highlights the importance of collaboration and coordination in delivering quality service.
-
Customer Service in Different Channels Reviews face‑to‑face, telephone, email, and online customer service practices.
-
Cultural Awareness and Diversity in Service Explains how to adapt service delivery to diverse customer backgrounds and expectations.
-
Customer Service Policies and Procedures Introduces organizational policies, service standards, and compliance requirements.
-
Practical Case Study in Customer Service Applies knowledge to real‑world scenarios, reinforcing problem‑solving and service delivery skills.
-
Builds foundational customer service knowledge and skills
-
Enhances communication and professionalism in customer interactions
-
Strengthens ability to handle complaints and resolve conflicts
-
Provides practical skills for service delivery across multiple channels
-
Offers recognized certification to support career progression in customer service and business roles
-
Entry‑level customer service staff
-
Call center and front‑desk employees
-
Retail and hospitality workers
-
Business students seeking foundational service skills
-
Professionals preparing for further qualifications in customer service and business support
-
Assessment Type: Written exam + role‑play/practical evaluation
-
Format: MCQs, short answers, and customer service simulation
-
Total Questions: 50 theory + 1 practical assignment
-
Passing Score: 70%
-
Duration: 90 minutes (written) + 1 hour (practical)
-
Certification: Level 2 Award in Customer Services Certificate
Similar Posts
.png)
Certified Data Managment (CDM)
Learn More
Work Management System
Learn More.png)