Customer Service

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The Level 2 (QCF) Award in Customer Service is ideal for individuals who have management responsibilities but no formal training, and are serious about developing their abilities. This program particularly supports practising team leader/s seeking to move up to the next level of management and manager who need to lead people though organisational change, budget cuts or for personal development.

Customer Service Foundation

• Prepare Yourself to Deliver Good Customer Service

• Provide Customer Service within the Rules


Award: Minimum of 2 Units (from each modules below)

COURSE CONTENTS (Max of 4 Units, at least one unit from each theme)


Optional Units

MODULE 1 : Impression and Image

Unit 1 : Positive Impressions

Unit 2: Additional Services or Products

Unit 3: Processes

Unit 4 : Customer Service Promise

MODULE 2 : Delivery


Unit 5 : Reliable CustomerService

Unit 6 : Customer’s Premises Delivery

Unit 7 : Diversity


MODULE 3 : Handling Problems

Unit 8 : Deal with Customer Queries

Unit 9 : Resolve Customer Service Problems


MODULE 4 : Development and Improvement

Unit 10 : Develop Customer Relationships

Unit 11 : Support Customer Service Improvements

Unit 12 : Personal Performance



QCF Level 2 – Award in Customer Service


Duration : 2 days

Cost: £700 plus V.A.T.

Start date: To be agreed

Study method: Taught and Assignments

Timetable: We offer a bi-monthly program

Venues: CCW-Training Academy, Caerfelin House, 33-38 Crwys Road, Cathays, Cardiff, CF24 NN

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