Home-Learning Customer Service
Customer Service

Deliver effortlessly brilliant customer service. Garner a great reputation, retain life-long customers and deliver an excellent service every time. Our Customer Service course will give you the expertise to land and excel in your next consumer facing role.

Nationally accredited

100% Government funded

Takes on average 5 - 10 weeks

Engaging Online Learning

Expert 1-to-1 support

Level 2 qualification

Join over 50,000 people who have upskilled with Strive Training!

Course Description

You’ll develop essential knowledge of how to carry out customer service related tasks such as how to manage information and support events. Once you have completed the qualification you will be able to apply your knowledge in a variety of industries and job roles.

By the end of this course, you’ll be able to:

    • Understand what contributes to good customer service and be familiar with common customer service terms and processes
    • Effortlessly deal with customers face-to-face and over the phone
    • Go the extra mile in delivering an exceptional customer experience
    • Use questioning techniques to appropriately manage customer requests and queries
    • Work effectively within a team to support the delivery of customer service

Course Length: This course can typically be completed within 5 – 10 weeks, depending on your time availability.

If you spend this much time per week… Then you’ll complete your qualification in…
24 hours 5 weeks
15 hours 8 weeks
12 hours 10 weeks
10 hours 12 weeks

We have course work submission milestones in place to ensure you’re on track to complete your qualification within a maximum 12 weeks.

Free Course for: Anyone who is unemployed and aged 19 or over who has been living in the European Union for the last 3 years

Qualification: Level 2 Certificate in Principles of Customer Service (RQF)

Certified Awarding Body: TQUK



How home-based learning works

After an initial digital assessment, you will receive access to the digital course, which is full of engaging and comprehensive content such as videos, quizzes, and more. You will be paired with a qualified assessor who will provide you with ongoing, friendly support. You'll then complete an online assessment in order to receive your qualification.

Jobs that this qualification can lead to:
  • Customer Service Manager
  • Receptionist
  • Retail assistant
Course Content
  • Unit 1: Principles of customer service

In this unit, you’ll gain a foundational understanding of customer service, including how to identify customers’ needs, best practices for customer service delivery, and how brand affects an organisation’s customer service offering. You’ll also develop an understanding of how sales and consumer-related legislation and regulations impact the delivery of customer service.

  • Unit 2: Understand customers

Gain an understanding of the different types of customers you might work with in this unit. You’ll examine the distinction between internal and external customers, the characteristics of challenging customers, and how cultural factors can affect customers’ expectations. Additionally, you’ll explore the link between exceptional customer service and customer loyalty.

  • Unit 3: Understand employer organisations

Within this unit, you’ll explore the differences between the private, public and voluntary sectors, as well as the functions of different organisational structures. You’ll learn how internal and external factors influence organisations and why it’s important for businesses to adapt and evolve.

  • Unit 4: Understand how to communicate with customers

This unit will explain the importance of effective communication in customer service and provide you with the skills to clearly communicate with customers verbally and in writing. You’ll discover the different forms of communication used in customer service and develop techniques for using ‘customer service language’ when dealing with customers.

  • Unit 5: Know how to process information about customers

Customer information plays an important role in customer service today. In this unit, you’ll learn the basics of processing customer information and how to appropriately manage the customer service handover process. You’ll also explore the impact of legislation and regulatory requirements on the processing of customer information.

  • Unit 6: Understand how to resolve customer problems and challenges

In this unit, you’ll explore how to navigate the more challenging elements of delivering customer service. You’ll learn how to spot common customer service issues, develop techniques to deal with agitated customers, and recognise the limitations of your own authority for resolving customer problems.

  • Unit 7: Understand how to develop customer relationships

Learn how to develop relationships with customers and exceed their expectations. During this unit, you’ll explore the value of customer loyalty and understand how customers form expectations of their service providers. You’ll also learn how to add value to customer relationships and support customer service improvements.

Are you eligible to complete this qualification for free?

This qualification is 100% government funded if:

  • You were born before the 31st August 2002
  • You must currently live in England. However, anyone living in the following areas is not eligible for funding: Cambridgeshire and Peterborough, Greater Manchester, Liverpool City Region, Tees Valley, West Midlands and West of England
  • You have lived in the European Union for the last 3 years (unless you have have been given a special Visa/Residence permits that gives you the permanent right to remain)
  • Are Unemployed and can provide evidence (Subject to eligibility)
  • Can provide Identifications and relevant documentation as required
  • If on the 31st of August 2020, you were aged between 19-23, you need to have gained a full level 2 qualification (e.g. five or more GCSE/O-Levels at grades A* – C / 4 – 9, one A-Level, two/three AS-Levels, five or more CSE grade 1’s, GNVQ Intermediate, QCF Diploma Level 2)
Our Home Learning courses take place from the comfort of your home! You can be enrolled on our courses whenever you are ready, and start when you’re ready.
Yes, the main advantage of doing our Home Learning course is that allows you to be flexible to choose the times that suits you to learn. Each course will have a planed date to complete, with plenty of time to work through the units to gain the qualification.
The amount of time that you dedicate to the course is entirely flexible. Depending on the qualification, someone dedicating 15 hours of learning a week can complete their qualification within eight weeks.
All our courses are free for those who are employed and unemployed, subject to eligibility.
We are adding the ability to enroll yourself very soon, but in the meantime, please fill out the form on this page - and someone from the team will get in touch with you within a day.
No, you don’t need to attend our training center for any of our Home Learning courses. (Note that under normal circumstances we deliver various classroom-based courses from our training centers in Croydon, Harrow and Tottenham - learn more at https://strivetraining.wpengine.com/classroom-based-courses/)
Yes, anyone who is employed or unemployed can enroll on any of our courses, subject to eligibility.
No, you can start when you are ready and enroll when you are ready.
You can enroll on one course at a time, but you can do as many as you like to achieve your career goals. We are happy to give you information, advice and guidance on any courses you wish to complete.
Of course. All our courses are accredited courses and you will receive a nationally recognized certification on achievement.
All our Home Learning courses are assignment based, you will need to complete assignments for each of the units of the qualifications and submit them to your assessor.
Your assessor will be available to support you through email or our messaging system and provide feedback on all your assignments you submit.
Yes, you will be provided with regular progress updates.
Yes, there are further courses that will become available in due course, we will be keeping our website updated regularly, but if you would like to be notified please email us at homelearning@strivetraining.co.uk
We continually try to make learning simple and transparent. Learning through our online platform is incredibly easy and you can navigate around your qualification quickly and access all the learning materials as soon as you login. Your studying should be about what you learn, not how you learn it. Which is why we make the entire process as simple as possible to help you adjust to learning online.
The general certification process is a minimum of 12 weeks. Due to the pandemic, the Awarding Bodies service has been impacted which can cause a delay. We are working hard to distribute all the certificates that we have received in a timely manner and we will send a text as soon as the certificates are ready. For all queries regarding certification please email us on certification@strivetraining.co.uk. When contacting us please include the following information: • Full Name • Title of the qualification • Contact details and address.
Next Steps

Simply complete the short form on the right. You'll then immediately be able to complete your Fast-Track online registration.

This registration process will confirm your eligibility to have your qualification 100% government funded. Join 50,000 other learners who have chosen to upskill with Strive Training - register now!

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