Customer Service Level 2 

Level 2 Award in Customer Service


This qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role.   This qualification covers the principles of customer service, including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.


  • Understanding the principles of customer service
  • Understanding how customers' needs and expectations are formed
  • Knowing the interpersonal skills and appropriate behaviour required in the customer service environment 
  • Understanding the principles of responding to customers’ problems or complaints


This qualification is classroom-based and usually achieved by taking a 1-day course.  However, it can also be achieved through a variety of other methods including blended and distance learning, as long as the recommended learning hours are completed.

This qualification can be delivered at our dedicated training facilities throughout the UK or at your premises if suitable.

Our training facilities include modern, fully equipped training rooms with comprehensive training equipment and dedicated ‘break out’ areas; on site admin support and ample car parking.

This qualification is assessed through a 1-hour, 30-question multiple-choice examination. Learners must achieve a score 
of at least 20 out of 30 to pass.


    Our Level 2 Award in Customer Service course includes:

  • Training from an experienced Instructor 
  • All training aids, e-learning (if selected), equipment and hand-outs 
  • HABC Level 2 Award in Customer Service certification