Course Type / Attendance

Short Course, Distance Learning

Subject Area

Business and Management

Start Date

Starts throughout the year

Course Length

10 weeks





Course Level


Home / Course / Customer Service Knowledge

Who is this course for?

This course is designed for learners aged 19 or over, who wish to develop their knowledge of customer service. It is ideal for those who are already employed in a customer service role, who wish to study the programme as part of their own continuous professional development or for those who wish to improve their understanding to increase their opportunities of finding work.

What do you need to apply for the course?

Learners wishing to undertake the certificate should be aged 19 or over. You will need to have at least a Level 1 qualification in literacy as you will be expected to write answers for assessment purposes.

  • If this is your first full level 2 qualification you will be asked to complete a declaration form.

What are the key things you'll learn?

The qualification aims to develop learners’ knowledge of customer service; it covers many issues, including legislation, policies and procedures followed on providing customer care, learning from feedback and promoting products and services. You will learn about the principles of customer service, identifying customer needs and expectations and handling complaints. You will be introduced to factors affecting an organisation and the customer service role, employee rights, responsibilities and organisational procedures, as well as preparing you to deliver excellent customer service.

How you will learn

You will attend weekly, classroom based theory sessions. You will be required to work through a series of tasks and activities designed to reinforce the learning process and demonstrate your knowledge.  (This qualification is also available via distance learning).

Where could this course take you?

After successfully completing the course candidates will be able to further their own continuous professional development, which may improve their career prospects or progress to further training. You could also progress on to further study in the field.

What costs will you incur?