Level 2 Certificate in Principles of Business and Administration (QCF)

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Full level 2
Technical certificate
Guided learning hours: 115
Credit value: 13

Awarding organisation
NCFE

NCFE Level 2 Certificate in Customer Service Knowledge (QCF)

Who is it for?

This course is ideal for learners who are entering the field of customer service for the first time. It is particularly relevant for anyone who deals with customers – either internal or external to their organisation – as a major part of their job role. As well as people in retail organisations, this will include many service industries and public sector organisations.

Course outline

The NCFE Certificate in Customer Service Knowledge contributes towards apprenticeships in customer service and is applicable to a wide range of sectors. It assesses the knowledge and understanding of the key areas of customer service and will allow learners to successfully engage with a diverse range of customers in a variety of situations. It outlines the procedures, practices and legislation related to customer service delivery, as well as how to identify and satisfy customer needs.

Course content

The Level 2 Certificate in Customer Service comprises three mandatory units:


  • Unit 01: Understanding the organisation
  • Unit 02: Prepare to deliver excellent customer service
  • Unit 03: Communication in the customer service role

Each unit contains activities and assessments designed to cover the specific learning outcomes.

course delivery and assessment

Tribal's materials comprise activity workbooks, which have been produced to suit a wide range of delivery methods. Learners will be provided with all necessary workbooks to complete the programme and will be required to work through a series of tasks and activities designed to reinforce the learning process and test their knowledge. The learning materials include an assessment, which allows learners to complete a portfolio of evidence and demonstrates achievement of all learning outcomes associated with each unit.

A comprehensive tutor guide is supplied to accompany these materials. To view a sample of a tutor guide, click here.

progression opportunities

By undertaking this programme, candidates will be able to further their own continuous professional development, which may improve their career prospects, or progress on to further qualifications such as courses in team leading, customer relations and management.