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Customer Services Course (Level 2)

Course Overview

Customer Service Certification Online

Strong and consistent customer service provision represents one of the most critically important elements of successful business operations. Regardless of the size, type or purpose of any given business, the provision of outstanding customer care can and will influence whether or not the brand as a whole remains viable and competitive. Just as an outstanding customer care team can propel a brand to the very top of its respective sector, poor customer service standards can fatally damage the reputation and stature of even the largest and most powerful global businesses

In this introductory Customer Service Certification Online, candidates are introduced to the subject of contemporary customer care from a professional perspective. By dissecting and analysing each of the most critical elements that make up the total customer care package, candidates are able to better-understand what it is that not only attracts customers, but keeps them coming back time and time again. Ultimately, candidates are instilled with a deeper knowledge of customer expectations, the importance of empathy in the provision of customer service, identification and setting of goals, maintenance of strong customer relations at all times, effective problem solving techniques and how to deal with difficult customers.

Course Syllabus

Customer Service Course Online: Key Topics 

Customer Service Certification Online, consists of the following four units:

Unit 1 – What is Customer Service

In the first course unit, candidates are provided with a broad introduction to the concept of customer service from a contemporary perspective, investigating each of the most critical elements of the total customer service package.  Course content also covers setting goals, meeting expectations and generally identifying the needs of a target audience.

Unit 2 – Telephone Techniques

The second course unit focuses more specifically on telephone communications in customer service provision, incorporating an exploration of everyday request handling, the basics of professional telephone communication and the importance of empathy.  Candidates are also provided with an insightful introduction to the basics of body language and the role it plays in customer service provision.

Unit 3 – Dealing with Difficult Customers

How to effectively and efficiently deal with more challenging customers and scenarios forms the core focus of Unit 3.  Key concepts introduced include the assertiveness model and its practical use, a variety of methods for reducing conflict likelihood, the ‘Three Fs’, the six steps involved in professional problems solving and generally how to turn difficult situations around for the benefit of the business.

Unit 4 – Solving Customers' Problems

In the fourth and final course unit, candidates explore the recovery process with regard to solving the problems of their customers/target audience.  A series of critical elements of the professional customer service package are investigated, along with essential reinforcement techniques and contemporary customer service tools/resources. 

Fee & Payment Options

Paying in Instalments: £360 (Interest FREE Instalments)

Deposit: £80

No of Instalments: 10

Each Instalment: £28

Pay in Full: (£60 Discount) £360


At the end of this course successful learners will receive a Certificate of Achievementfrom ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme.  This means that Brentwood open learning college has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner. 

The course itself has been designed by Brentwood open learning college to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met.  A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

Career Path

Upon completion of this entry-level course, you will find your customer service skills and career prospects improved significantly. Whether already working in customer service or pursuing a new career path, you’ll have the option of applying for countless customer care roles in almost any setting. Introductory salaries usually range from £17,000 to around £25,000. 

Who Should Take This Course?
  • Newcomers to customer service
  • Existing customer service workers interested in higher-level positons
  • Candidates planning to continue studying at an advanced level
  • Anyone interested in improving their customer service skills

Related Links:

Diploma in Customer Services (Level 4)

Call Centre Certificate (Level 3)

Certificate in Customer Services (Level 1)

Course Level
Level 2

Awarding Body
ABC Awards

Study Method
Online Learning

Course Duration
125 Hours Approx.

Entry Requirements
No entry requirement.

Start Date

  • Find out how to evaluate the needs of a target audience
  • Study in-person and telephone customer service techniques
  • Learn how to deal with difficult customers and challenging situations
  • Explore the importance of customer problem solving
  • Improve employment and promotion prospects with a recognised qualification 

Customer Reviews

Total Reviews: (1)


This course has a really great structure. After each unit you have to take a test and, depending on the results, you can go forward. For me was a really great experience!


Pay Online

Course Cost

£ 300

£ 360

£ 60