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Principles of Customer Service

Gain the knowledge to provide excellent customer service tasks in a variety of industries and job roles.

NCFE Level 2 Certificate in The Principles of Customer Service

Every successful business wants a quality customer service team to help convert potential clients into well-established clients. But, to develop that long-lasting relationship, it is essential for customers to feel appreciated. Providing them with a service that feels sincere and genuine is the key to achieving this.
An understanding of the principles of customer service helps to give you a competitive edge against others. 


Luckily, our Level 2 Certificate in Principles of Customer Service can offer you all of the insight you need to be more confident with working in a variety of customer service roles. This recognised qualification will help you strengthen your CV with the foundational skills you need to develop long-lasting relationships with customers.  


Average Duration
6-12 weeks
£724 (full funding may be available)
Age requirement

Course Description

This course will help you recognise and adapt your customer service policy to different business types. By learning about the different communication techniques, you will be able to identify the most appropriate method to deal with the various kinds of customers might encounter. 

The course consists of three mandatory units and nine optional units - of which you only have to complete four. By having the freedom to choose the four optional units you wish to complete your certificates, you can tailor the course to your needs and learning outcomes.  You can learn about different organisational structures or gain knowledge about online customer service systems and social media in business. This course is designed to give you the freedom to decide the best outcomes for your career.

All that is required is 200 hours of self-led study time – at a pace that is right for you.

Find out if you qualify for funding

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How it works

All of our students will receive a registration code that will give you access to our online learning platform. Here you can access your course materials, lessons and resources. All assignments can be completed in your own time, and highly-qualified industry specialists will assess them.  

Contact us to find out if you qualify for full funding. 

Course Content

The course comprises the following:

Mandatory Units

Unit 1: Principles of customer service and delivery

  • Understand customer service and delivery
  • Understand how legal and ethical requirements relate to customer services 
  • Understand how to deliver effective customer service
  • Understand the management of customer service information
  • Understand the relationship between customer service and a brand

Unit 2: Understand customers

  • Understand different types of customers
  • Understand the value of customers and their loyalty

Unit 3: Understand employer organisations

  • Understand organisational structures
  • Understand the organisational environment
Optional Units

Unit 4: Understand how to communicate with customers

  • Understand how to communicate verbally with customers
  • Understand how to communicate with customers in writing

Unit 5: Understand how to communicate with customers using the telephone

  • Understand how to deal with incoming customer calls
  • Understand how to make telephone calls to customers

Unit 6: Understand how to handle customer information

  • Understand how to process customer information
  • Understand the customer service handover process

Unit 7: Understand how to deliver customer service online

  • Understand how to support customers through real-time online customer service
  • Understand social media in a business environment

Unit 8: Understand how to resolve problems and deliver customer service to challenging customers

  • Understand the delivery of customer service to challenging customers
  • Understand the resolution of customer service problems

Unit 9: Understand how to handle objections, promote additional products or services and close sales

  • Understand how to handle sales objections
  • Understand how to close the sale


Unit 10: Understand how to develop customer relationships

  •  Understand how to build customer relationships
  • Understand how to exceed customer expectations
  • Understand how to support customer service improvements

Unit 11: Understand how to process sales orders and provide post-transaction customer service

  •  Understand how to process and follow up sales orders
  • Understand post-transaction customer service

Unit 12: Principles of equality and diversity in the workplace

  •  Understand the implications of equality legislation
  • Understand organisational standards and expectations for equality and diversity and context in the workplace

Unit 13: Understand how to develop working relationships with colleagues

  • Understand the principles of effective team working
  • Understand how to buddy a colleague



Your career progression

This course is the perfect starting point to further your career. You can build on your new skills with additional specialist qualifications:

  • Level 3 Diploma in Customer Service
  • Level 4 Diploma in Customer Service
  • Level 3 Diploma in Management

What's next?

Get in touch