NCFE Level 2 Certificate in Principles of Customer Service

Our course code: X227

Course fee £395 or from £30 per month

Enrol on our course

“Customer Service is not a department, it is everyone’s job …”

Gain an industry-recognised, accredited customer service qualification by studying this online course. Customer Service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers.

Excellent customer service is exceeding the customer’s expectation and produces happy customers. Exceeding customer expectations can improve customer loyalty and improve your sales and boost customer retention.

Excellent and consistent customer service is the foundation of any successful business and this course focuses on the critical role individuals play in building customer loyalty and creating positive service experiences and teaches you everything from the fundamentals of customer service through to the more complex skills.

In a world where small businesses need to do more than just sell products; they also want to build relationships. Customer service is a key part of the promise that your brand makes to a customer.

The demand for customer service exists in all sectors of industry and commerce, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service. Which means there is a lot of competition for these roles. Those skilled in customer care bring value to their organisations and will find that their talents are in high demand across all channels – with this course, this could be you.

On this course you will:

  • Understand excellent service and why it is important
  • Identify what customers want
  • Devise a plan for service excellence
  • Deliver a service excellence project
  • Monitor and assess the effectiveness of the plan
  • Maintain service excellence in your organisation
  • Explore the role of customer service in creating great customer experiences.

Develop key skills in customer service to overcome expectations, improve loyalty and positive experiences.

  • Study with winners

    We’re an award-winning learning provider and have been recognised for our cutting-edge learning techniques.

  • A formal qualification

    This course is a formally recognised RQF qualification and is recognised throughout the UK, Europe and beyond.

  • Unlimited Tutor Support

    Get as much help and support as you want from your personal course tutor via email and phone.

  • Awarding body: NCFE CACHE
  • Our course code: X227
  • Qualification code: 601/7070/0
  • Official Qualification Title: NCFE Level 2 Certificate in Principles of Customer Service

CACHE stands for the Council for Awards in Care, Health and Education, and are the leading specialist Awarding Organisation for the Care and Education Sector.

Study Hours

Up to 180 hours, which is around 60 minutes per day for 6 months.

Study Method

The course is specially designed for study by distance learning. Throughout the course there will be self-assessment questions, and tutor marked assignments (TMAs), to enable you to monitor your progress.

Course Duration

You have up to a year to complete this course and we have included a suggested number of study hours. This is usually ample time for learners, even with full time jobs and other commitments. Don’t worry if you go over the year though, we can organise an extension to your course for an additional fee, which also extends your tutor support.


Throughout this course, you may be expected to complete assignments, essays, research projects, posters, leaflets, presentations, video/audio recordings, work-based and practical learning sessions to meet the requirements of your course. This information will be included in your study pack detailing exactly what you need to do to accomplish your goals as a student.

Course Outcomes

At the end of this course, successful learners will receive an NCFE Qualification and a Learner Unit Summary (which lists the details all of the units you have completed as part of your course). You can read more about NCFE here. Tens of thousands of people each year further their education with an NCFE award.

Additional Information

Official Qualification Title - NCFE Level 2 Certificate in Principles of Customer Service

Difficulty - Level 2

Entry requirements - There are no formal entry requirements for this course, however, it is recommended that you have an intermediate ability to read and write English.

Course Content

1: Principals of Customer Service and Delivery

This unit provides learners with an understanding of delivering effective
customer service, legal and ethical requirements and maintaining customer service levels

2: Understand Customers

In this unit, learners will gain an understanding of the different types of
customers and what the relationship between good customer service and
customer loyalty looks like and what effect this has on the organisation in terms of reputation and image

3: Understand Employer Organisations

This unit will ensure learners understand organisational structures and the differences between the private, public and voluntary sectors. At the end of the unit learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.

4: Understand How to Communicate with Customers

In this unit learners will have the opportunity to increase their knowledge of different communication techniques. They will identify and adapt their communication styles in order to offer the best customer service. Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.

5: Understand How to Handle Customer Information

This unit will develop the learner’s understanding and knowledge of
customer service information systems and handover procedures – including recording, retrieving and processing information accurately. Learners will also learn how to plan and carry out handovers with colleagues in line with organisational procedures.

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

This unit provides learners with the knowledge of how to handle sales
objections. Learners will be able to establish the nature of the objection and promote the benefts of the product and service to overcome objections and close the sale. Learners will also be able to identify opportunities to promote additional products in line with organisational procedures.

7: Principles of equality and diversity in the workplace
  • This unit develops the learner’s understanding of the standards and expectations for equality and diversity in the workplace. Learners will be able to identify the potential consequences of failing to comply with relevant legislation.
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Frequently Asked Questions

We have some answers to common student questions, but if you can't find the answer you're looking for then please contact us and we will do everything we can to answer your questions.

You will have access to your personal tutor, via email and telephone, who will mark your assignments and guide you through the course. In addition, you will be supplied with a comprehensive Study Guide which will help you through the study and assessment process. Your personal tutor will be highly experienced in their subject area and qualified to teach.

You don’t need any prior skills in the subject area to start. However, as with all of our courses, we recommend a reasonable level of English reading and writing ability.

We provide all the specially written learning materials you require to study this course at home. The course fee also includes tutor support for the specified duration of your course.

You will receive everything you need to complete this course within the study pack we send to you.

No, this course is assessed by coursework alone.

No, all of the study materials are supplied within your learning pack.

Most students finish comfortably within the course duration period given. However, if you do need more time, your personal tutor support can be extended for an additional fee.

Please check our main FAQs section or Contact Us, we have experienced course advisers who will be delighted to help!