Certificate in Customer Services QLS Level 2

This Course Consists of the following units:

Unit 1 – What is Customer Service

This unit introduces the basics of customer service and explains its importance in building trust and satisfaction. It highlights how excellent service contributes to business success.

Unit 2 – Telephone Techniques

Learn how to speak confidently and professionally with customers over the phone using proven techniques. This unit covers tone, clarity, and etiquette for effective communication.

Unit 3 – Dealing with Difficult Customers

This unit teaches how to remain calm and professional when handling challenging or upset customers. It provides practical strategies to resolve conflicts and protect customer relationships.

Unit 4 – Solving Customers' Problems

Discover how to identify issues quickly and find the best solutions to meet customer needs. This unit helps improve problem-solving skills and ensure positive service outcomes.

Completing the Certificate in Customer Services QLS Level 2 opens up entry-level opportunities in various customer-focused roles. Graduates can pursue careers as Customer Service Assistants, Call Centre Agents, Receptionists, or Front Desk Officers in industries such as retail, hospitality, and administration. The course equips learners with essential communication, problem-solving, and telephone handling skills, making them valuable to any service-oriented organisation. With experience, learners can progress into supervisory roles or continue their studies with higher-level customer service qualifications. This course is a solid starting point for building a long-term career in customer support and client relations.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.