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

Learners will learn how to deal with internal and external customers, face to face, on the telephone and over email.

Learners will work on a range of practical skills in a real working environment.

Mandatory units:

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

Optional units:

  • 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.

Assessment method

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

  • Professional discussion
  • Workbooks
  • Observation
  • Written work
  • Webcam
  • Placement
  • Presentations

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.

Successful completion of a Level 2 qualification.

Future opportunities / career options

To progress on to another L2 programme.

To progress on to the Level 3 Certificate in Customer Service at another FE college.

To volunteer or to be employed in a paid position in a customer-facing role, such as the hospitality, retail or tourism sectors.

When is the course run?

September 2019

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.