Level 2 Diploma in Customer Service (RQF)
The Level 2 Diploma in Customer Service (RQF) is designed to equip learners with the essential skills and knowledge needed to excel in customer service roles across various industries. This qualification focuses on developing practical customer service competencies and enhancing the ability to deliver outstanding service, manage customer expectations, and resolve issues effectively.
The primary purpose of this qualification is to prepare learners for a customer service career by providing them with a comprehensive understanding of employer organisations, customer service principles, and techniques for managing customer interactions. Learners will gain valuable skills in communication, personal performance management, and problem resolution, which are critical for fostering positive customer relationships and achieving business success.
This course is ideal for individuals already working in customer service roles or seeking to enter the field. It offers learners a pathway to higher-level customer service positions and further education opportunities, enabling them to build a successful career in customer service.
Entry Requirements
Learners interested in this qualification should ideally have basic reading and writing skills. While there are no formal prerequisites, previous experience in a customer service environment or related qualifications at Level 1 would be beneficial.
Units to Complete
| Unit Name | Credits |
| Understand Employer Organisations |
4 |
| Deliver Customer Service |
5 |
| Understand Customers |
2 |
| Principles of Customer Service |
4 |
| Manage Personal Performance and Development |
4 |
| Communicate Verbally with Customers |
3 |
| Resolve Customer Service Problems |
5 |
| Gather, Analyse, and Interpret Customer Feedback |
5 |
| Resolve Customers’ Complaints |
4 |
| Promote Additional Products and/or Services to Customers |
2 |
| Deal with Incidents Through a Contact Centre |
7 |
Qualification/Skill Level
The Level 2 Diploma in Customer Service (RQF) is designed to equip learners with a strong foundation in customer service principles and practices. This qualification focuses on developing key customer service skills, including effective communication, problem-solving, and handling customer complaints. Learners will also gain insight into how customer service operates within an organisation and how to manage personal performance and development within a customer-facing role.
Learning Outcomes
Upon successful completion of the course, participants will:
- Understand the structure and functioning of employer organisations.
- Develop skills to deliver high-quality customer service in a variety of settings.
- Gain insights into customer behaviour and needs.
- Learn effective communication techniques for engaging with customers.
- Acquire the ability to resolve customer service problems and handle complaints.
- Learn how to gather, analyse, and interpret customer feedback to improve service delivery.
- Understand how to promote additional products or services to customers.
- Gain experience in managing incidents through contact centres.
Awarding Organisation
This qualification is awarded by an OFQUAL-approved awarding organisation that ensures recognition and credibility within the customer service industry.
✨ Certificate Details
Learners will receive the “Level 2 Diploma in Customer Service (RQF)” certificate upon successful completion. The certificate does not specify the mode of study, ensuring equal recognition for all learners.
Reasons to Choose Us
- Our trainers are highly qualified, hold QTLS status, and have various other relevant qualifications.
- Extensive experience in delivering training and qualifications in the lifelong learning sector.
- A track record of successfully guiding numerous learners through assessment qualifications.
Course Duration and Support
Participants have six months from the payment date to complete the course, with the option to finish earlier if desired. We provide ongoing email support, typically responding within 24 hours, and WhatsApp support during office hours (9 am to 6 pm, Monday to Saturday).
Delivery Methods
The course is delivered online, allowing learners to study at their own pace and complete the qualification at a time that suits them.
Assessment Methods
Learners will be required to complete a portfolio of evidence, assessed and marked by the HHF Training Ltd and externally quality assured by the awarding organisation. Candidates must provide sufficient evidence that they have met the assessment criteria and demonstrated the required knowledge and skills.
Evidence types may include:
- Observation of performance
- Written or oral questioning
- Practical activities
- Photographs or videos
- Personal statements
- Project work
- Witness testimonies
- Group discussion
- Recognition of prior learning
All assessment practices will align with the Equality and Diversity Policy of the awarding organisation.