Customer Service

Apprenticeship Components

Competency Based Qualification Level 2 Diploma in Customer Service
Knowledge Qualification (Technical Certificate) Combined with the Competency based Qualification
Functional Skills Functional Maths Level 1, Functional English Level 1
Employment Rights and Responsibilities
Personal, Learning and Thinking Skills

Level 2 Diploma in Customer Service

This qualification is aimed at individuals who are starting a career in a customer facing role. It is suitable for all age groups: for those thinking of entering employment for the first time; for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.
The Diploma in Customer Service is part of the Apprenticeship framework for Customer Service.

Learners must achieve all Mandatory Units

Mandatory Units - Customer Service Foundations
Deliver customer service
Understand customers
Principles of customer service
Understand employer organisations
Manage personal performance and development


Optional Units Group B – One unit must be achieved (3 Credits)
Communicate verbally with customers
Communicate with customers in writing


Optional Units Group C- 4-5 Units (16 Credits)
Deal with incoming telephone calls from customers
Make telephone calls to customers
Promote additional products and/or services to customers
Process information about customers
Exceed customer expectations
Deliver customer service whilst working on customer’s premises
Carry out customer service handovers
Resolve customer service problems
Deliver customer service to challenging customers
Develop customer relationships
Support customer service improvements
Support customers through real-time online customer service
Support customers using self-service equipment
Use social media to deliver customer service
Provide post-transaction customer service
Resolve customers’ complaints
Gather, analyse and interpret customer feedback


Optional Units Group D - 1-3 Units (7 Credits)
Health and safety procedures in the workplace
Manage diary systems
Provide reception services
Contribute to the organisation of an event
Buddy a colleague to develop their skills
Employee rights and responsibilities
Develop working relationships with colleagues
Principles of equality and diversity in the workplace
Processing sales orders
Meeting customers’ after sales needs
Handling objections and closing sales
Deal with incidents through a contact centre
Carry out direct sales activities in a contact centre
Negotiate in a business environment
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