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Highfield - Level 2 Award in Customer Service course syllabus.

Course Description

Is the Level 2 Award in Customer Service (RQF) course accredited by an official body?

Yes, this course is Accredited and certified by  :  Highfield Qualifications (Highfield). This means that all training providers advertising their courses on this site must be an approved centre.
In most cases the awarding body (Highfield) will audit the centre to ensure the correct standard of teaching. Visit Highfield web site

What is the Highfield - Level 2 Award in Customer Service course?

Category: Customer-Service

Level: Beginner

This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role. This qualification covers the principles of customer service, including how to meet customers expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.

Who is the Highfield - Level 2 Award in Customer Service course designed for?

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.

What subjects does the Highfield - Level 2 Award in Customer Service course cover?

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

Topics covered

  • Understanding the principles of customer service
  • how customers' needs and expectations are formed
  • knowing the interpersonal skills and appropriate behaviour required in the customer service environment and
  • understanding the principles of responding to customers problems or complaints .

How is the Highfield - Level 2 Award in Customer Service course assessed?

Through a 1-hour, 30-question multiple-choice examination. Learners must achieve a score of at least 20 out of 30 to pass.

Highfield - Level 2 Award in Customer Service course dates and locations