This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification 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.
How long will it take?
To complete this qualification learners should expect to undertake 6 guided learning hours.
These include 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 .
This qualification is assessed by a multiple-choice test.
Invaluable support for your learners
Highfield Products provides some fantastic training materials that we think your learners will love when taking this qualification. Simply visit customer customer service training materials for full information.
You can also support your delivery of this qualification with our innovative and multi-device compatible customer service level 2 e-learning course.