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QNUK - Level 2 Award in Principles of Customer Service (RQF) course syllabus.

Course Description

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

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

What is the QNUK - Level 2 Award in Principles of Customer Service (RQF) course?

Category: Customer-Service

Level: Beginner

The QNUK Level 2 Award in Principles ofCustomer Service (RQF) qualification provides learners with an understanding of the principles of customer service.

This is a qualification taken primarily for growth and enjoyment. It is intended for those entering or returning to employment.

This qualification is comprised of a single unit.

Guided learning hours (GLH) = 6

Total Qualification Time (TQT) = 6

Who is the QNUK - Level 2 Award in Principles of Customer Service (RQF) course designed for?

The QNUK Level 2 Award in Principles ofCustomer Service (RQF) qualification is intended for those that are entering employment, and are looking to enter a customer service role. 

The qualification introduces the principles of good customer service.

What subjects does the QNUK - Level 2 Award in Principles of Customer Service (RQF) course cover?

Learning outcome Assessment Criterion

  • Understand the principles of customer service
  • Describe what is meant by the term good customer service
  • List the benefits of good customer service in relation to the:
    • Customer
    • Employee
    • Organisation
  • Explain the importance of suitable personal presentation
  • Know how to identify a customer’s needs and expectations
  • List ways in which a customer’s needs can be identified
  • Describe different customer’s needs
  • Outline how a customer’s expectations are formed
  • Describe ways of exceeding customer’s expectations
  • Know how to communicate effectively with customers
  • List methods of communicating with customers
  • Explain how to communicate with customers on the telephone
  • Give examples of body language that is commonly accepted as:
    • Negative
    • Positive
  • Explain how to effectively communicate with a face-to-face customer
  • Understand actions to be taken where a customer’s needs and expectations are not met
  • Identify factors that may contribute to not meeting a customer’s needs or expectations
  • Explain the action that should be taken when it is identified that a customer’s needs or expectations cannot be met
  • Describe ways of dealing with difficult customers

How is the QNUK - Level 2 Award in Principles of Customer Service (RQF) course assessed?

There is a single multiple choice question paper. Learners must achieve a minimum of 75% to pass.

This qualification is available to those over 14 years. Candidates should be at least a level 1 numeracy and literacy or equivalent

QNUK - Level 2 Award in Principles of Customer Service (RQF) course dates and locations