Level 2 Diploma in Customer Service

Mandatory Units:

Module 1: Deliver Customer Service:

• Understand customer needs and expectations.
• Learn how to provide service that meets those expectations and enhances customer satisfaction.
• Assessment: Competency-based tasks that evaluate how learners deliver customer service in real work situations.

Module 2: Understand Customers:

• Differentiate between internal and external customers.
• Learn about customer expectations, cultural factors affecting customer service, and how to identify and handle challenging customers.
• Assessment: Knowledge-based assessment through questions and reflective tasks.

Module 3: Principles of Customer Service:

• Learn about the principles of delivering excellent customer service, customer satisfaction, and service delivery techniques.
• Understand legal and ethical requirements related to customer service.
• Assessment: Knowledge-based assessment through written tasks or online tests.

Module 4: Understand Employer Organisations:

• Gain insight into organizational structures, objectives, and the external environment.
• Learn how different departments interact to deliver customer service.
• Assessment: Portfolio-based assessment.

Module 5: Manage Personal Performance and Development:

• Learn to manage time effectively, set personal goals, and develop skills for professional growth.
• Assessment: Competency-based assessment through work-based tasks.

Optional Units (Examples):

Module 6: Communicate Verbally with Customers:

• Develop effective communication skills, including how to manage calls and conversations with customers.

Module 7: Deal with Incoming Telephone Calls from Customers:

• Learn how to manage customer inquiries via telephone, and handle various customer queries effectively.

Module 8: Resolve Customer Service Problems:

• Understand how to resolve complaints, de-escalate customer conflicts, and provide suitable solutions.

Module 9: Promote Additional Products or Services to Customers:

• Learn how to identify opportunities to up-sell or cross-sell products and services.

• Portfolio of Evidence: Learners will collect a portfolio of work-based evidence demonstrating their competence in delivering customer service.
• Onscreen Testing: Some knowledge-based units are assessed through Pearson-devised onscreen tests.

• No formal qualifications are required to enter the course.
• Learners must be 16 years or older and may already be employed or seeking employment in customer service roles.

• Customer Service Professionals: Individuals currently working in or aspiring to work in customer service roles.
• Apprentices: Learners undertaking an Intermediate Apprenticeship in Customer Service.
• Employers: Companies looking to upskill their customer service staff.

Upon completion of the Level 2 Diploma in Customer Service, learners can:

• Progress to the Level 3 Diploma in Customer Service.
• Pursue roles such as Customer Service Team Leader, Customer Service Supervisor, or Customer Relationship Manager.
• Advance into related qualifications such as the Level 3 Award in Principles of Customer Service.

The course requires 245 guided learning hours (GLH), and learners typically complete the qualification in 6 to 12 months depending on their work commitments and pace of study.

Take the first step toward mastering customer service skills and progressing in your career with the Level 2 Diploma in Customer Service.