The Focus Awards Level 2 Diploma in Customer Service (RQF) is an industry-recognized qualification designed for individuals seeking to build or enhance their customer service skills. This qualification is ideal for those working in customer-facing roles across various sectors, including retail, hospitality, healthcare, and call centers. It offers a comprehensive program that equips learners with the knowledge and practical skills required to deliver exceptional customer service and enhance the overall customer experience.
The Level 2 Diploma in Customer Service (RQF) covers a broad range of essential topics, including effective communication, problem-solving, teamwork, and handling customer complaints. Upon completing this qualification, individuals will gain a deeper understanding of how to meet and exceed customer expectations, resolve queries efficiently, and contribute to a positive customer journey. The course is structured to accommodate learners at all levels, from newcomers to the sector to those seeking to refine their expertise.
A significant advantage of the Focus Awards Level 2 Diploma in Customer Service is its flexible learning approach. The qualification can be pursued through various study methods, including online learning, classroom-based sessions, or a blended format. This flexibility enables learners to study at their own pace while balancing work and personal commitments.
For employers, this qualification presents an opportunity to upskill employees and enhance the performance of customer service teams. A well-trained workforce in customer service best practices can lead to higher customer satisfaction, improved retention rates, and a stronger business reputation. Additionally, investing in employee development demonstrates a commitment to elevating service standards and customer relations, which can provide a competitive edge in any industry.
Upon successful completion, learners will earn a qualification that is recognized by employers across the UK. This credential can open doors to a variety of career opportunities within the customer service sector and beyond. Whether aiming for a promotion, a new role, or further professional development, the Focus Awards Level 2 Diploma in Customer Service (RQF) provides a solid foundation for career progression.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is an essential qualification for anyone looking to pursue or advance their career in customer service. It provides the skills, knowledge, and confidence needed to deliver outstanding customer service, making it a valuable asset for both employees and employers. With its flexible learning options and comprehensive curriculum, this diploma is an excellent choice for those looking to make a lasting impact in the customer service industry.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is a nationally recognized qualification designed to enhance practical customer service skills for individuals in customer-facing roles. As part of the Regulated Qualifications Framework (RQF), it meets the industry standards expected by employers across the UK. This qualification aims to improve learners’ ability to deliver high-quality customer service, handling a wide range of scenarios, from general inquiries to effectively resolving complaints.
Throughout the course, learners will gain a solid understanding of key customer service principles, including effective communication techniques, problem-solving strategies, and teamwork. The curriculum covers important topics such as maintaining customer relationships, understanding customer needs, and delivering a positive customer experience. This makes the qualification particularly suitable for individuals seeking to work in sectors such as retail, hospitality, healthcare, or any industry where customer satisfaction is a priority.
One of the key advantages of this diploma is its flexibility. The qualification can be completed through a blend of online and in-person learning, allowing learners to study at their own pace and in a way that fits their lifestyle. This flexible approach makes it accessible to both newcomers to customer service and those already employed in the field who wish to further develop their skills and improve their career prospects.
By earning the Focus Awards Level 2 Diploma in Customer Service, learners will gain valuable skills that are highly sought after by employers. This qualification can open doors to career advancement, including opportunities to move into higher-level customer service roles, supervisory positions, or even broader managerial roles within customer-centric industries. Ultimately, this diploma equips individuals with the tools needed to provide exceptional service, contributing to enhanced business performance and career growth.
The Focus Awards Level 2 Diploma In Customer Service (RQF) qualification, learners must achieve 19 credits from the mandatory units, a minimum of 3 credits from group B, minimum of 16 credits from group C and a maximum of 7 credits from group D.
Mandatory Units
| Unit Title | GLH | Credit |
| Mandatory Units | ||
| Deliver customer service | 27 | 5 |
| Understand customers | 17 | 2 |
| Principles of customer service | 34 | 4 |
| Understand employer organisations | 40 | 4 |
| Manage personal performance and development | 18 | 4 |
| Group A | ||||
| Communicate verbally with customers | 14 | 3 | ||
| Communicate with customers in writing | 20 | 3 | ||
| Group B | ||||
| Deal with incoming telephone calls from customers | 16 | 3 | ||
| Make telephone calls to customers | 16 | 3 | ||
| Promote additional products and/or services to customers | 14 | 2 | ||
| Process information about customers | 14 | 3 | ||
| Exceed customer expectations | 15 | 3 | ||
| Deliver customer service whilst working on customers’ premises | 20 | 4 | ||
| Carry out customer service handovers | 15 | 3 | ||
| Resolve customer service problems | 22 | 5 | ||
| Deliver customer service to challenging customers | 16 | 3 | ||
| Develop customer relationships | 18 | 3 | ||
| Support customer service improvements | 12 | 3 | ||
| Support customers through real-time online customer service | 15 | 3 | ||
| Use social media to deliver customer service | 18 | 3 | ||
| Resolve customers’ complaints | 22 | 4 | ||
| Gather, analyse and interpret customer feedback | 24 | 5 | ||
| Support customers using self-service equipment | 18 | 3 | ||
| Provide post-transaction customer service | 22 | 5 | ||
| Deal with incoming telephone calls from customers | 16 | 3 | ||
| Group C | ||||
| Health and safety orocedures in the workplace | 16 | 2 | ||
| Manage diary systems | 12 | 2 | ||
| Provide reception services | 15 | 3 | ||
| Contribute to the organisation of an event | 23 | 3 | ||
| Buddy a colleague to develop their skills | 19 | 3 | ||
| Employee rights and responsibilities | 16 | 2 | ||
| Develop working relationships with colleagues | 19 | 3 | ||
| Principles of equality and diversity in the workplace | 10 | 2 | ||
| Processing sales orders | 17 | 2 | ||
| Meeting customers’ after sales needs | 14 | 3 | ||
| Handling objections and closing sales | 22 | 3 | ||
| Deal with incidents through a contact centre | 22 | 3 | ||
| Carry out direct sales activities in a contact centre | 15 | 5 | ||
| Negotiate in a business environment | 18 | 4 | ||
| Bespoke Software | 20 | 3 | ||
| Health and safety orocedures in the workplace | 16 | 2 | ||
The Focus Awards Level 2 Diploma in Customer Service (RQF) is designed for individuals who are either new to customer service roles or looking to enhance their existing skills in the field. It is ideal for:
- Individuals Seeking a Career in Customer Service: Those looking to enter customer-facing roles in industries like retail, hospitality, healthcare, or call centers.
- Employees in Customer Service Positions: Those currently employed in customer service who wish to formalize or enhance their skills, improve their performance, and advance their careers.
- Managers and Supervisors: Professionals in supervisory or management roles who need to develop their team’s customer service abilities and foster an environment of excellent service delivery.
- Career Changers: Individuals transitioning to customer service from other fields who need to acquire foundational knowledge and skills.
This qualification is beneficial for anyone aiming to build or strengthen their customer service expertise and pursue further career advancement in customer-centric industries.
The Focus Awards Level 2 Diploma in Customer Service (RQF) equips learners with a wide range of essential skills and knowledge necessary to succeed in customer-facing roles. The learning outcomes of this course include:
- Develop Effective Communication Skills: Learners will acquire the ability to communicate clearly and professionally with customers, ensuring they understand customer needs and provide appropriate responses.
- Enhance Customer Service Knowledge: Learners will gain a solid understanding of customer service principles, including how to meet customer expectations, resolve complaints, and deliver a positive customer experience.
- Build Customer Relationships: This qualification enables learners to foster and maintain strong relationships with customers, increasing customer loyalty and satisfaction.
- Improve Problem-Solving and Decision-Making: Learners will develop the skills needed to address customer issues efficiently and effectively, ensuring a quick resolution and enhancing the overall customer experience.
- Apply Customer Service Skills in Different Environments: Learners will learn to adapt their customer service skills to a variety of settings, whether in retail, hospitality, healthcare, or other customer-oriented industries.
- Understand the Impact of Customer Service on Business Success: Learners will understand how exceptional customer service directly contributes to business growth, customer retention, and overall brand reputation.
- Work as Part of a Team: This course emphasizes the importance of teamwork in delivering effective customer service, helping learners work collaboratively to achieve common goals.
By achieving these learning outcomes, learners will be well-prepared to excel in customer service roles and improve their career prospects within the industry.
