Skip to content

Customer Service Level 2

Online FREE course to help you boost your prospects for your first customer service job.



Funding options

Fully funded by the Skills Funding Agency

Study method
11 weeks · Self-paced
Level 2 Certificate in Principles of Customer Service
Regulated qualification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students


Are you looking to gain a better knowledge of Customer Service? Are you looking to change careers or upskill and have a certificate to add to your CV?

This versatile FREE online Level 2 qualification will help you to develop your customer service knowledge, enhance day-to-day interactions with customers and boost your CV.

  • Learn more about the delivery of excellent customer service.
  • Improve your communication skills to strengthen relationships and interactions with customers and colleagues.
  • Develop the knowledge and principles that underpin outstanding customer care.
  • Gain or develop key transferrable skills applicable in a range of industries and sectors.

Successful completion of this course leads to a nationally-accredited Level 2 Certificate in Customer Service. This is a Government funded nationally-accredited qualification – which means that if you are eligible you can study for free!

Benefits of studying with vision2learn

  • It’s FREE for eligible learners.
  • Study 100% online at your own pace, whenever and wherever you like.
  • Gain a vocational qualification valued by UK employers.
  • One-to-one support from a dedicated tutor throughout your course.
  • Free additional online and telephone customer support.

All courses are subject to availability, so apply today to secure your place.


Level 2 Certificate in Principles of Customer Service

Awarded by Innovate Awarding
Regulated by Ofqual

Course media


"My entire experience with vision2learn has been nothing but outstanding from start to finish. The signing up process was not at all difficult and I felt supported throughout.
I could not recommend this company highly enough and would definitely use them again"

Unit 1: Understanding the organisation

Learning topics:

  • Factors that can affect an organisation and the customer service role
  • Employee rights, responsibilities and organisational procedures
  • Career pathways within customer service
  • How employees are supported within the customer service role
  • Organisation’s policies and procedures

Unit 2: Prepare to deliver excellent customer service

Learning topics:

  • The principles of customer service in an organisation
  • How customer needs and expectations are identified
  • How to balance customer expectations against the organisation’s offer
  • How complaints are handled
  • Legislation relating to customer service

Unit 3: Communication in the customer service role

Learning topics:

  • Methods of communication with customers
  • How to handle customer service information
  • How to work as part of a team to provide effective customer service
  • How to meet the needs of a diverse range of customers
  • The importance of promoting and evaluating products and services

Unit 4: Understand customers*

Learning topics:

  • Cultural factors and how they can affect customer expectations
  • How good customer service can positively influence customer loyalty
  • How the reputation and image of organisations
  • Identifying dissatisfied customers

*Mandatory for Innovate Awarding students

Who is this course for?

People looking to learn more about the delivery of excellent customer service and improve your communication skills to strengthen relationships and interactions with customers and colleagues.


To be eligible for a free place you must be:

  • 19 or over at the start of the current academic year 31st August
  • Resident of England only and does not cover Northern Ireland or Wales
  • UK or EU resident of three years or longer or outside of the EU be able to provide Visa Evidence
  • Your employment status or prior level of qualification may affect your eligibility to study with some colleges.
  • You are able to complete the course regardless if you are working or receiving benefits. If you receive benefits, you will be asked to provide evidence in the form a current award letter.

Career path

This qualification can help you understand how customer needs and expectations are identified and how to balance customer expectations against the organisation’s offer.


Course rating


What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.