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Customer Service at YH Training Services

Course description

Customer services assistants and managers work in most types of organisation. They deal directly with customers, act as a link between customers and other departments in the organisation, and make sure customers have a positive experience.
Customer services assistants may work with customers face to face, on the phone or by email. The work varies from employer to employer, but may involve answering enquiries, giving information, helping to solve problems, and dealing with complaints. Some customer services staff sell products, take payments and issue refunds.

  • Customer services staff may work behind a counter or in a contact centre or showroom, and are seen as essential in the drive to increase sales.
  • Wholesale staff work in such organisations as builders merchants and vehicle parts operations.

Course content

At level 2 you are required to complete a minimum of 28 credits, 8 of which are from 2 Mandatory units. These cover Principles of Customer Service and Working within the Rules. You then select the rest of your credits from optional units some examples include, adapt your behaviour to give a good impression, recognise diversity when delivering customer service, resolve customer service problems and many more. You will learn about communication, dealing with different types of customers as an example.

Entry requirements

A interest in customer service and good communication skills.


You will be assessed through observations, questions and answers, professional discussions and by written case studies.  You will build up a portfolio of work based evidence to confirm your competency within a unit.

Financial information

16 - 18 fully funded via government funding

19 + fully/part funded (please contact us for further details)

Future opportunities

Progression to a supervisory level within a customer service environment could then lead to potentially a Level 3 qualification.

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: 20 May 2014

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