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Certificate in Principles of Customer Service Level 2 Apply Now »

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Level: 3

Location: Distance Learning

Years: 1

Weeks: 12

Hours: 1.00

Start: 01/08/2021

Days / Times:

Tuition (£): 0.00*
Full Concession: (0 Tuition/Exam Fee) available dependant on eligibility – A Full Concession is not applicable to a full-cost course

Adult Loan Amount: 1265.00****

Interview: Y

Course Summary

This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to secure a job where the role involves customer service knowledge as a key component.

Entry requirements

You need a good understanding of both written and spoken English and some IT knowledge.

Course Content

This course is split into seven manageable units:
Unit 1: Principles of customer service and delivery
Unit 2: Understand customers
Unit 3: Understand employer organisations
Unit 4: Understand how to communicate with customers
Unit 5: Understand how to handle customer information
Unit 6: Understand how to resolve problems and deliver
customer service to challenging customers
Unit 7: Understand how to develop customer relationships

How will I be assessed?

Studying via distance learning means you can choose when and where you study.
You will be assessed via an eplatform with 1-1 coach/tutor support 
On completion of your studies, a portfolio of evidence is submitted.

Are there any additional costs or specialist equipment required?

There are no additional costs.

Access to IT equipment and the Internet is required.

What can I do after this course?

Further Study

You could consider further qualifications covering:

  • Business Administration Principles
  • Team Leading Principles
  • NVQ Customer Service 
  • NVQ Business Administration



Did you find the course information on this page useful?


* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.
**** Advanced Learner Loan: if you are aged 19 or over and want to study at Level 3, 4, 5 or 6, you could apply for an Advanced Learner Loan to help with the costs of your study. This is the fee that would need to be financed by a successful application for a loan. Alternatively, you or your employer could pay the fees directly.

Richard Auzins

Richard Auzins

Starting out in a retail career with M&S

Fashion enthusiast Richard Auzins has used his Diploma in Visual Merchandising as a springboard to working with Marks & Spencer Richard has started out as a warehouse operative at the company’s distribution centre in Castle Donington, with a view to progressing his merchandising career within M&S.
He especially enjoys dealing with the online sales side of the operation. Richard had originally considered university but then discovered the specialist advanced course in Visual Merchandising at Derby College. Keen on keeping up with latest fashion trends, the course enabled him to translate his passion for fashion into a career.

Although I’m working in logistics, I’m still involved with fashion and homewares every day. The Derby College course helped me get the job and having a qualification in retail merchandising has made me more confident in sharing my ideas at work. I’d like to move into visual merchandising one day but at the moment I enjoy what I do and M&S is a great business to work for.


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