Customer service student working on reception

City & Guilds Level 2 Certificate for Introduction to Customer Service

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Course content

Units have different credit values and to achieve the Certificate students must gain a total of 28 credits.

Mandatory units:

  • Communicate using customer service language
  • Follow the rules to deliver customer service

Worth 8 credits

Optional units:

  • Maintain a positive and customer-friendly attitude
  • Do your job in a customer friendly way
  • Recognise and deal with customer queries, requests and problems
  • Deal with customers face to face

20 credits must be achieved

Who is the course for?

The Level 2 NVQ Certificate in Customer Services qualification provides the step towards a career dealing with customers. The qualification provides elements that are needed to enable learners to work on a range of practical skills in a real working environment.

Assessment method

To gain this qualification you will need to evidence that you have undertaken each unit. A qualified tutor will assess you using:

  • Observations – direct observation by your tutor watching you produce work
  • Oral questions – direct questions asked by your tutor to check your understanding
  • Written questions – questions you must answer in order to check your understanding of the subject area

Entry requirements

Students are required to have an English and maths qualification at Level 1 or above, good handwriting skills and a good telephone manner.

Future opportunities / career options

  • Call centres
  • Retail
  • Hospitality

When is the course run?

Monday, Tuesday and Thursday 1 – 4pm starting Monday 11 September 2017

Course Fees

Courses are free for all students aged 16 – 18 (or up to 24 if you declare a disability and have an Education, Health & Care Plan).