NCFE Level 2 Certificate in Principles of Customer Service


In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don’t ever complain; however, 91% of those simply leave and never come back. The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.

What will you learn
  • 1.

    Achieve a nationally recognised Level 2 qualification

  • 2.

    Evidence your competency to employers

  • 3.

    Further your personal and professional development

  • 4.

    Learn at a time that suits you without the need to attend college

  • 5.

    Improve your understanding of how to successfully handle complaints

  • 6.

    Reduce the risk of complaints

Duration: 4 Weeks

Course Units

This unit provides learners with an understanding of customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.

This unit provides learners with an understanding of the different types of customers. Learners will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

This unit ensures learners understand organisational structures and the differences between the private, public and voluntary sectors. Learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.