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Level 2 Certificate in Customer Service

Course overview

In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don’t ever complain; however, 91% of those simply leave and never come back.

The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.

Learning Aim

Provide learners with the underpinning knowledge that is required by
employees to work in a range of different environments within a
customer service role.

The objectives of this qualification are to help learners to:
• develop essential knowledge of how to carry out customer service
tasks, such as how to manage information and supporting events
• know how to apply their knowledge in a variety of industries and job

Learning outcomes

A statement of what a learner will know, understand or be able to do as a result of a process of learning. As well as achieve a NCFE CACHE Level 2 Certificate in Customer Service which is an nationally accredited and recognised qualification.

Course content unit 1

This unit contains four sections:
Section 1: Principles of customer service and delivery
Section 2: Understand customers
Section 3: Understand employer orginisations
Section 4: Extension activites

Course content unit 2

This unit contains five sections:
Section 1: Understand how to communicate with customers
Section 2: Understand how to develop customer relationship
Section 3: Understand how to resolve problems and deliver customer service to challenging customers
Section 4: Understand how to develop working relationships with colleagues
Section 5: Extension activities

Course code


Awarding Body


Duration of course


Number of assessments


Delivery method

Online or Paper-based

Assessment method

Portfolio of evidence which is marked via an assigned tutor. Assessing knowledge/understanding. All units must be assessed in line with the Assessment Strategy.

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