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Principles of Customer Service
Level
2
10 weeks
Want to Master the Art of Serving Customers Well, Responding to Queries, and Building Loyalty?
Our NCFE Level 2 Certificate in Principles of Customer Service gives you an insight into customer expectations, communication techniques, handling complaints, delivering consistent service, and using feedback for improvement. You’ll explore both face-to-face and digital customer interactions.
Great customer service is the bedrock of business success across retail, hospitality, public services, and more. If you interact with customers or want to build a role in service, this course gives you the tools to deliver excellence and make a strong impression.
Course title: NCFE Level 2 Certificate in Principles of Customer Service
Course ref: 601/7070/0
This qualification helps you:
- Demonstrate understanding of the key principles of customer service and their application across a range of industries and work environments
- Describe how to carry out core customer service tasks, including managing information and supporting customer-focused events
- Apply knowledge of customer service practices to different job roles and organisational contexts
- Recognise how various departments and roles within an organisation contribute to the customer experience
- Develop essential employability skills, including teamwork, independent learning, and problem solving
- Demonstrate professional behaviour, interpersonal skills, and effective communication with customers, colleagues, and managers
- Recognise the importance of appropriate dress, manners, and personal conduct in delivering excellent customer service
- Use this qualification as a foundation for progression into employment in customer service roles or for further study at a higher level
- 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 Develop Customer Relationships
- Unit 6: Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers
- Unit 7: Understand How to Develop Working Relationships with Colleagues
No exams required — you'll complete assessment activities that demonstrate your knowledge and skills.
Successful learners often progress to:
- Level 2 Data Protection and Data Security
- Customer Service Level 3 Apprenticeship
- Business Administration Level 3 Apprenticeship
This course is also a great step toward careers in:
- Customer Service Assistant
- Retail Assistant
- Call Centre Agent
- Receptionist
- Sales Support Administrator
- Volunteer roles (such as charities, Front Desk Volunteer, Event Support Volunteer, Helpline Volunteer or Community Engagement Volunteer)
This course may be fully funded through the Adult Skills Fund, if not we have self-funding options available.
Why Learn with CT Skills?
Maximise Learning & Development Budgets
Employers can improve retention, morale, and CPD outcomes.
80% Achievement Rate
Achieve a nationally recognised NCFE qualification.
Dedicated Tutor Support
Expert guidance every step of the way.
Achieve in as Little as 10 Weeks
By committing 5–10 hours per week.
TESTIMONIALS
It has given me the confidence to develop my business. It has also affirmed what I already knew which is really helpful for my confidence.
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I have grown my knowledge in the customer service and I can use this to positively impact my work and my team who work in front of house.
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It's made me want to pursue a business administration degree then probably an MBA after.
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I can apply for a team leader position now and I have improved my skills!
Adult Skills Fund
This course may be fully funded through the Adult Skills Fund, if not we have self-funding options available.
Use this search tool to check funding in your area.
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Eligibility Criteria:
- Aged 19 or over as of 31/8/25
- Living in England
- Not currently enrolled on any other government funded course or started another application for one
Please note: Not all areas of England are funded. You can use our postcode checker above to see if you are.
The most likely reason is that you live in a postcode area that we do not currently deliver funded courses in, but we do have a self-funded route. Please contact our customer service team to discuss via 0115 959 9544 or complete the contact form below.
Of course! We have options available to self-fund courses. Details can be found on each course page.
Level 2 courses typically take up to 10 weeks and Level 3 courses 15–25 weeks.
You will need to commit 5–10 hours study time each week to meet the course unit deadlines.
Yes – your qualification will be nationally recognised accreditation by NCFE CACHE and you will receive a certificate.
Once you’ve signed up, we’ll check your details. As soon as everything is approved, your course will be unlocked. You’ll get an automatic email to let you know it’s ready. After that your tutor will send you a welcome email. They’ll also invite you to a masterclass where you can meet them and get started.
Absolutely. Our courses can be offered via the Adult Skills Fund if eligible, if not we have lots of options available to self-fund courses. Details can be found on each course page.