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Free Online Course:
Customer Service - Level 2 Certificate

Handle issues in a professional & courteous manner

This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles.

Customer Service - Free Online Course - Free Courses in England

Fully-funded by HM Government. Nationally Recognised Qualification Accredited by NCFE CACHE

uk government funded course

Free Online Course

Fully-funded by HM Government

100% Online

Enrol & learn from your home or office

Expert Support

Expert tutor support available

6 Week Course

4-5 hours of weekly study

About Customer Service

Qualification aims and objectives

Learners will gain essential knowledge of how to carry out tasks such as managing information and supporting events.

This qualification aims to:

  • Provide learners with the underpinning knowledge that is required by employees to work in a range of different environments within a customer service role
 

The objectives of this qualification are to help learners to:

  • Develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
  • Know how to apply their knowledge in a variety of industries and job roles
 

Essential skills and knowledge

In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don’t ever complain; however, 91% of those simply leave and never come back. 

The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.

Why it's free - Free Courses in England

Is it really free?

Simple answer – if you meet the eligibility criteria below, then, yes! No fee, no card details and no trial periods… 

We connect you with training providers that use the UK Government’s Adult Education Budget to fund the free online courses. 

Eligibility Criteria

Receive an accredited NCFE CACHE certificate

The certificate is a record of achievement and your reward for completing a nationally recognised qualification.

Ofqual regualted
Qualification with certificate - Free Courses in England

The free online course is split into manageable units

To be awarded the Level 2 Certificate in Customer Service learners are required to successfully complete 3 mandatory units and 4 optional units.

Mandatory units

Principles of customer service and delivery

This unit provides learners with an understanding of customer service and its effective delivery.

Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.

Understand customers

This unit provides learners with an understanding of the different types of customers. Learners will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

Understand employer organisations

This unit ensures learners understand organisational structures and the differences between the private, public and voluntary sectors.

Learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.

Optional units

Understand how to communicate with customers

In this unit learners have the opportunity to increase their knowledge of communication techniques.

They will identify and adapt their communication styles in order to offer the best customer service.

Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.

 

Understand how to communicate with customers using the telephone

This unit provides learners with an understanding of the different techniques of dealing with incoming calls from customers.

They will develop the ability to communicate effectively and deal with customer questions and requests.

Learners will develop the knowledge to support the planning and making of calls to customers – giving the required information in line with organisational procedures.

Understand how to handle customer information

This unit develops the learner’s understanding and knowledge of customer service information systems and handover procedures – they will be able to record, retrieve and process information.

Learners also plan and carry out handovers with colleagues in line with organisational procedures.

Understand how to deliver customer service online

This unit provides learners with the knowledge of online customer service systems and social media in business.

Learners will be able to support customers and deal with queries in line with organisational procedures.

Understand how to resolve problems and deliver customer service to challenging customers

This unit provides learners with an understanding of how to deal with challenging customers and describe techniques to resolve problems.

Learners will be able to identify customer service problems, agree solutions to problems, and manage unresolved problems by referral to other sources.

Understand how to handle objections, promote additional products or services and close sales

This unit provides staff with the knowledge of how to handle sales objections.

Learners will be able to establish the nature of the objection and promote the benefits of the product and service to overcome objections and close the sale.

Learners will also be able to identify opportunities to promote additional products in line with organisational procedures.

Understand how to develop customer relationships

This unit provides learners with an understanding of how to develop customer relationships and the value of customer loyalty and retention to the organisation.

Learners will be able to describe how customers form expectations of the service they receive and explain the limits of their own authority in implementing improvements.

Understand how to process sales orders and provide post transaction customer service

This unit provides learners with an understanding of how to process sales orders and describe the advantages and disadvantages of post-transaction activity.

Learners will know how to process orders using different methods of payment and provide a post-transaction service to customers in line with organisational procedures.

Principles of equality and diversity in the workplace in customer service

This unit develops the learner’s understanding of the standards and expectations for equality and diversity in the workplace.

Learners will be able to identify the potential consequences of failing to comply with relevant legislation.

Understand how to develop working relationships with colleagues

This unit provides learners with an understanding of the principles of effective team working.

Learners will be able to identify what’s expected of a buddy and techniques for providing feedback.

Free course sample

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Frequently Asked Questions

Can’t find the answer to your question?

Open a support ticket

Is the course definitely free?

If you meet the eligibility criteria then YES!

We connect you with learning providers that use government funding, in the form of the Education & Skills Funding Agency (ESFA) and the Adult Educational Budget (AEB).

When can I start the free online course?

You can start as soon as your enrolment form and induction have been completed.

The process takes under 10 minutes!

How long will the free online course take?

The courses are designed to allow learners to fit their learning around their employment obligations and can be completed in a number of weeks or months, depending on the level. Our shorter courses are often completed within 3 weeks, whilst our longer lasting courses can take up to 3 months.

Is it all online?

Yes! All of our free courses are 100% online.

Is the qualification recognised by employers?

All of our courses are accredited by UK government-recognised awarding bodies. These include NCFE CACHE and TQUK, with whom we work closely to ensure our existing courses, and all new ones, meet approved standards of excellence and are certified as such. NCFE CACHE and TQUK are national awarding organisations that design, develops and certifies nationally recognised qualifications and awards.

All qualifications are regulated by Ofqual and are the perfect way to boost any CV.

How many free online courses can I take?

You can only take one course at a time but you can take up to 7 in one academic year.

Do I need to sit an Exam?

No, there are no exams, all courses require you to complete assessment questions based on the knowledge you have just gained from the units.

Why am I required to upload such personal information?

The courses we offer are all funded qualifications, meaning you need to be eligible for government funding in order to secure your a place. This information is a funding requirement and proves your eligibility.

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Quickly set up which meant I could start studying as soon as it was convenient. Submitting assignments online is easy and efficient and knowing I have access to a tutor takes any of the guesswork out of distance learning.

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Rachel Moore

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My experience has been great! I've had brilliant tutor support from the beginning and know I can contact them if and when I need further support.

The course itself is good and has got me thinking outside the box.

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I have completed two courses now. Both excellent communication and direction from tutors online, and great support from Free Courses in England along the way too. Resources are fantastic too!

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My tutor Sarah has been really supported any time that I asked.

I have learned A lot of things in the course that will be really helpful for my future career. Thanks 😊

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