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Unsure what course to study?

You just need to answer three simple questions about your study preferences, interests and predicted grades and we can suggest courses that might suit you.

  • 1 Study type
  • 2 Your Interests
  • 3 Your Grades
Question 1

How would you prefer to study?

Question 2

What are your interests?

Question 3

What grades have you achieved or are predicted?

These results are a suggestion of courses you may want to explore but are by no means a definitive list and individual entry requirements do apply.

NCFE Level 2 Certificate in Principles of Customer Service

Practical Vs Theory


Course overview

This qual­i­fi­ca­tion pro­vides the under­pin­ning knowl­edge required by employ­ees to work in a range of cus­tomer ser­vice roles and learn­ers will gain essen­tial knowl­edge of how to car­ry out tasks such as man­ag­ing infor­ma­tion and sup­port­ing events. 

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.


Entry Require­ments

You need to be aged 19 or over at the start of the cur­rent aca­d­e­m­ic year to be able to enrol on one of our Dis­tance Learn­ing courses.

You will also need to be work­ing at or above Lev­el 1 in English.

We will assess your lev­el of Eng­lish before we enrol you onto the course and can sign­post you to our Func­tion­al Skills Eng­lish cours­es to upskill if necessary.

Fees, Finance & Funding

Ful­ly funded

Poten­tial Future Career

On suc­cess­ful com­ple­tion of this qual­i­fi­ca­tion, you could progress to: 

  • Lev­el 2 Diplo­ma in Cus­tomer Service
  • Lev­el 3 Cer­tifi­cate in Prin­ci­ples of Cus­tomer Service

Course Con­tent

To be award­ed the Lev­el 2 Cer­tifi­cate in Prin­ci­ples of Cus­tomer Ser­vice, learn­ers are required to suc­cess­ful­ly com­plete 7 units: 

  • Unit 01 Prin­ci­ples of cus­tomer ser­vice and delivery
  • Unit 02 Under­stand customers
  • Unit 03 Under­stand employ­er organisations
  • Unit 04 Under­stand how to com­mu­ni­cate with customers
  • Unit 05 Under­stand how to devel­op cus­tomer relationships
  • Unit 06 Under­stand how to resolve prob­lems and deliv­er cus­tomer ser­vice to chal­leng­ing customers
  • Unit 07 Under­stand how to devel­op work­ing rela­tion­ships with colleagues


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Work­ing along­side the Eng­lish Lime­stone Com­pa­ny and the vari­ety of mate­ri­als in our work­shop broad­ens my knowl­edge and expe­ri­ence for the world of work!

Callum Norris



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