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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

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 08 November 2017
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Key information

  • Start date: Next September
  • Duration: 1 Year

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