Level 2 Award in Customer Services
The Level 2 Award in Customer Services offered by OXQUAL develops practical foundational skills in professional communication, customer care, complaint handling and service delivery. Learners develop the confidence to understand customer needs, manage challenging situations an...
About this qualification
The Level 2 Award in Customer Services offered by OXQUAL develops practical foundational skills in professional communication, customer care, complaint handling and service delivery.
Learners develop the confidence to understand customer needs, manage challenging situations and provide effective service through face-to-face, telephone, email and digital channels.
Career-focused
Develop relevant skills and knowledge that can support your next professional step.
What you'll cover
Key topics covered in this OXQUAL programme include:
- Introduction to Customer Service
- Role of Customer-Service Personnel
- Verbal Communication
- Non-Verbal Communication
- Written Customer Communication
- Customer Needs and Expectations
- Customer Satisfaction
- Professionalism and Customer Care
- Building Customer Trust
- Complaint Handling
- Conflict Resolution
- Difficult Customer Situations
- Teamwork in Customer Service
- Face-to-Face Customer Service
- Telephone Customer Service
- Email and Online Support
- Cultural Awareness
- Customer Diversity
- Customer-Service Policies
- Service Standards
- Practical Customer-Service Case Study
Who it's designed for
This OXQUAL programme is suitable for:
- Entry-Level Customer-Service Personnel
- Call-Centre Staff
- Front-Desk Employees
- Retail Workers
- Hospitality Personnel
- Business Students seeking customer-service skills
What you'll gain
Successful completion of this OXQUAL programme can help learners to:
- Develop practical customer-service knowledge.
- Improve verbal and written communication.
- Understand customer needs more effectively.
- Improve complaint and conflict management.
- Develop professional service behaviour.
- Provide service effectively across multiple channels.
- Strengthen customer satisfaction and service delivery.
How this qualification is assessed
The assessment pattern for this OXQUAL programme is outlined below.
- Assessment Type: Written examination and role-play/practical evaluation.
- Format: Multiple-choice questions, short answers and customer-service simulation.
- Total Questions: 50 theory questions plus 1 practical assignment.
- Passing Score: 70%.
- Duration: 90 minutes written plus 1 hour practical.
- Certification: Level 2 Award in Customer Services Certificate.
Have questions about this qualification?
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