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Customer Service Level 2 Certificate at CSM Training

Course description

This certificate aims to build on or recognise good practice in customer service in any industry or to support technical expertise in any job role, acknowledging the importance of effective communication and service delivery. Anyone dealing with internal or external customers will benefit from gaining knowledge. Understanding and experience of dealing with routine and more difficult customers, confident in their use of language and of the processes designed to make their role effective. Candidates will have the opportunity to improve their own skills and to support others within their team or organisation in the development of excellent customer service 

Course content

Around 16-20 weeks, but the exact timescale will be agreed at the initial planning meeting

The main units are:

  • Unit 101 Communicate using customer service language
  • Unit 201 Follow the rules to deliver customer service

There are also a number of units that will be chosen at the initial planning meeting. Examples of the optional units are:

  • Unit 202 Communicate effectively with customers
  • Unit 203 Give customers a positive impression of yourself and your organisation
  • Unit 204 Promote additional services or products to customers
  • Unit 205 Process information about customers
  • Unit 206 Live up to the customer service promise

Future opportunities

On completion of this qualification candidates may progress into employment or to the following qualifications:

  • Level 3 NVQ Diploma in Customer Service
  • Customer Service Apprenticeship
  • NVQ/SVQs in other work-related areas (for example Administration, Retail, Contact Centres, Accounting, IT and other technical sectors)

How to apply

If you want to apply for this course, you will need to contact CSM Training directly.

Last updated date: 21 August 2015
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