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Course Info

Distance Learning
  • customerservice
  • distancelearning

Useful Information

  • Mode of study:

    Distance Learning

  • Level:


  • Duration:

    210 hours

  • Awarding/validation body:


Course Overview

This qualification allows you to develop knowledge of the key principles of customer service, including communication techniques, different approaches for resolving problems, different organisational structures and the current sales and consumer-related legislation.

Upon completion of this course, you could progress on to one of our other customer service courses, such as our Level 3 Certificate in Principles of Customer Service

Course Highlights

Unit 1: Principles of customer service and delivery

In this unit your learners will gain a fundamental understanding of customer service, including the legal and ethical requirements relating to customer service and maintaining customer service information. They will also learn about the importance of managing customers’ expectations.

Unit 2: Understand customers

This unit will develop your learners’ knowledge of different types of customers, links between good customer service and customer and ‘brand’ loyalty and how the organisation is affected by this in terms of reputation and image.

Unit 3: Understand employer organisations

In this unit your learners will learn about different organisational structures and the differences between private, public and voluntary sectors. They will look at internal and external influences on organisations and why change in the business environment is important.

Unit 4: Understand how to communicate with customers

This unit will ensure your learners understand the importance of effective communication in customer service, different communication techniques and how to identify and adapt different communication styles to offer the best customer service.

Unit 5: Understand how to handle customer information

This unit will develop your learners’ knowledge of customer service information systems and handover procedures. They will also learn about different responsibilities and levels of authority for processing customer service information.

Unit 6: Understand how to resolve problems and deliver customer service to challenging customers

In this unit your learners will look at how to deal with challenging customers and a variety of techniques that can be used to resolve problems and manage unresolved problems by referring to other sources.

Unit 7: Understand how to develop customer relationships

This unit will develop your learners’ knowledge of how to develop a customer relationship and the value of customer loyalty in relation to managing customers’ expectations in line with the limits of their own authority and how to make alternative service offers to customers.



Career Opportunities & Further Study

Possibility of getting in a higher level distance learning course in a similar field.




Online learning materials with online assessment

Paper based learning materials and paper based assessment

Paper based learning materials with online assessment

Entry Requirements

There are no specific entry requirements for this course; however, learners should have a minimum of level one in literacy or equivalent.

Our Level 1 and 2 distance learning courses are free if eligible for government funding if you meet the following criteria:

  • Must be aged 19 and over as of 31/08/19
  • If aged 19-23, you must hold a full Level 2 qualification or above (five GCSEs/O Levels grade A-C/9-4, two or three AS Levels, one A Level, NVQ Level 2, First Certificate or Principle of Learning Level 2). If aged 24+ no qualifications are required.
  • A resident in the UK for the last 3 years
  • Not enrolled in any other distance learning course with us

How To Apply

Use the below link to apply for the above course.