Customer Services Award – Level 2

This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role as well as face to face contact.

To complete this qualification learners should expect to undertake 6 guided learning hours.

These include understanding the principles of customer service:

• Understanding customers
• Knowing the interpersonal skills and appropriate behaviour required in the customer service environment
• Principles of customer service
• Dealing with customer complaints
• Understand employer organisations
• Manage personal performance and development