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NCFE Level 2 Diploma in Customer Services at The Canterbury Academy

Course description

This qualification aims to:

·         Provide learners with the skills and knowledge required to successfully work in customer services

·         Develop learners’ skills in communication, resolving queries and meeting customers’ needs

·         Build learners’ knowledge of the principles of customer service


The objectives of this qualification are to help learners to:

·         develop customer service skills that can be relied upon by employers in a range of industries

·         provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective service

Course content

The course consists of a portfolio of evidence (coursework) which will consist of the following criteria:

To be awarded the NCFE Level 2 Diploma in Customer Service, learners must achieve a minimum of 45 credits:

·         a total of 19 credits from Group A

·         a minimum of 3 credits from Group B

·         a minimum of 16 credits from Group C

·         and the remaining credits can be taken from Groups B, C or D


Group A mandatory units

·         Unit 01 Deliver customer service (5 credits)

·         Unit 02 Understand customers (2 credits)

·         Unit 03 Principles of customer service (4 credits)

·         Unit 04 Understand employer organisations (4 credits)

·         Unit 05 Manage personal performance and development (4 credits)


Group B optional units

·         Unit 06 Communicate verbally with customers (3 credits)

·         Unit 07 Communicate with customers in writing (3 credits) 

Entry requirements

This is a cross sector qualification aimed at current and prospective customer service workers. This qualification covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.  You need to be on a work experience placement or willing to carry out work experience.

Future opportunities

Learners who achieve this qualification could progress to:

·         NCFE Level 3 Diploma in Customer Service

·         NCFE Level 2 Diploma in Team Leading

·         NCFE Level 2 and 3 Diplomas in Business Administration


They could gain employment in the retail/customer services industry.

How to apply

If you want to apply for this course, you will need to contact The Canterbury Academy directly.

Last updated date: 08 November 2017
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Key information

  • Start date: Next September
  • Duration: 1 Year

Contact details