Customer Service student answering the telephone on a reception desk

City & Guilds Level 2 Certificate for Introduction to Customer Service

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Course content

This Level 2 Customer Service course will teach you the skills to enable you to work in a customer service role in the retail, hospitality or tourism work sectors. You will be taught in a real world office environment dealing with both internal and external customers, face to face, on the telephone and over email.

You will also have the opportunity to gain valuable work experience at an internal or external work placement where you can use and improve the skills you learn whilst on the course.

Assessment of your progress throughout the course will be done by building up a portfolio of work using methods such as professional discussion, workbooks, observation, written work, webcam and presentations.



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


  • Develop Customer Relations
  • Deliver reliable customer service
  • Deal with customers face-to-face
  • Take details of customer service problems

Who is the course for?

  • People aged 16 – 18
  • People aged up to 24 who declare a disability and have an EHC Plan
  • Adults aged 19+

The course is suitable for those learners who want a career working with customers. The course will build on skills the learners already have but will put them in to a practical setting.

Entry requirements

  • Students are required to have an English and Maths qualification at Level 1 or above.
  • Successful completion of the Level 1 in customer service or another suitable Level 1 qualification.


  • Level 3 Certificate in Customer Service at another FE college.
  • Volunteering or employment in a customer-facing role

When is the course run?

Fast-track from January 2020

Study Programme

If you are aged 16 – 18 or up to 24 who declare a disability and have an EHC Plan, this course will form part of your study programme. The programme also includes English and maths qualifications, employability skills, a work placement and other personal development and enrichment opportunities.

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).

For people aged 19+ the course fee is £1265. You may be eligible for fee remission. See Money Matters for details.