Customer service plays a pivotal role in the success of any business, and the Focus Awards Level 2 Diploma in Customer Service (RQF) is the perfect qualification to help you build a rewarding career in this essential field. Whether you are new to customer service or looking to formalize your skills and gain a recognized qualification, this diploma offers the knowledge and practical experience needed to excel in customer-facing roles.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is a nationally recognized qualification regulated by Ofqual. It is designed for individuals who wish to develop their skills in delivering high-quality customer service. Through this qualification, you’ll gain the practical experience and confidence to provide excellent service across various customer service environments, from retail and hospitality to contact centers and beyond.
The course is flexible and work-based, making it ideal for people who are currently employed in a customer service role or those looking to enter the industry. The focus is on practical assessment, ensuring that you can apply your knowledge and skills in real-world situations.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is the perfect course for individuals looking to enter or progress in the customer service industry. By developing core skills such as effective communication, problem-solving, and customer relationship management, this diploma equips you with everything you need to succeed in customer-facing roles. Whether you’re starting your career or looking to boost your expertise, this qualification opens up numerous opportunities in various industries.
Focus Awards Level 2 Diploma In Customer Service (RQF)
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 | ||
GLH (Guided Learning Hours) and TQT (Total Qualification Time) are terms commonly used in vocational qualifications to help define the amount of time a learner is expected to spend on their studies.
1. GLH (Guided Learning Hours)
GLH refers to the number of hours a learner spends being directly taught, supervised, or supported during their course. This includes the time spent in activities such as:
- Classroom instruction
- Practical workshops
- One-on-one tutoring or mentoring sessions
- Online learning sessions with tutor support
In other words, GLH represents the time that learners are actively engaged with their instructors or learning activities.
2. TQT (Total Qualification Time)
TQT represents the total amount of time a learner is expected to invest in completing a qualification, including:
- GLH (Guided Learning Hours): Time spent on direct learning, as explained above.
- Self-Directed Learning: This includes time spent on independent study, research, assignment completion, preparation for exams, and any other work the learner does outside of direct teaching hours.
TQT is a broader measure that includes all the time required to achieve the qualification. It helps learners and employers understand the overall commitment required for the qualification.
Key Differences Between GLH and TQT:
- GLH focuses on direct learning with guidance or supervision.
- TQT includes GLH as well as independent study time and other learning-related activities.
Example:
If a qualification has a TQT of 600 hours and a GLH of 250 hours, it means the learner should spend 250 hours in direct learning (classroom, online, or tutor-led sessions) and 350 hours on independent study or research.
Learning Outcomes for Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) offers a wide range of study units that prepare individuals for various roles in customer service. Upon completing this course, learners will gain valuable skills and knowledge to succeed in a customer-facing environment. Below are the key learning outcomes for each study unit:
Mandatory Units
- Deliver Customer Service
- Provide high-quality customer service that meets the needs of the customer and the organization.
- Develop strategies for consistently delivering excellent service.
- Understand Customers
- Gain insight into customer behavior, needs, and expectations.
- Learn how to address and exceed customer requirements.
- Principles of Customer Service
- Understand the fundamental principles and practices of delivering effective customer service.
- Apply customer service principles to a variety of scenarios.
- Understand Employer Organisations
- Learn the structure, roles, and functions of organizations that provide customer service.
- Understand the importance of customer service within an organization’s framework.
- Manage Personal Performance and Development
- Set personal goals and manage time effectively to improve customer service delivery.
- Take responsibility for personal performance and development.
Group A (Communication)
- Communicate Verbally with Customers
- Master verbal communication techniques to engage customers and address their needs effectively.
- Demonstrate active listening skills and respond appropriately.
- Communicate with Customers in Writing
- Develop professional writing skills for clear, concise, and effective customer communication.
- Learn how to adapt written communication based on customer needs and context.
Group B (Customer Service Skills)
- Deal with Incoming Telephone Calls from Customers
- Handle customer calls professionally, addressing queries and concerns with patience and efficiency.
- Make Telephone Calls to Customers
- Initiate calls to customers in a professional manner, addressing their needs and maintaining service quality.
- Promote Additional Products and/or Services to Customers
- Upsell and cross-sell products or services in a way that adds value to the customer.
- Process Information About Customers
- Collect and process customer data accurately to maintain up-to-date records.
- Exceed Customer Expectations
- Strive to deliver service that goes beyond customer expectations, creating loyal relationships.
- Deliver Customer Service Whilst Working on Customers’ Premises
- Understand the dynamics of delivering service at customer locations and adjust service delivery accordingly.
- Carry Out Customer Service Handover
- Ensure smooth transitions and handovers in customer service tasks to other team members or departments.
- Resolve Customer Service Problems
- Identify and resolve customer complaints or issues promptly, ensuring customer satisfaction.
- Deliver Customer Service to Challenging Customers
- Manage difficult situations with challenging customers while maintaining professionalism.
- Develop Customer Relationships
- Build strong, lasting relationships with customers to enhance loyalty and repeat business.
- Support Customer Service Improvements
- Contribute to identifying areas for improvement in customer service practices and procedures.
- Support Customers Through Real-Time Online Customer Service
- Utilize online platforms to assist customers effectively in real-time.
- Use Social Media to Deliver Customer Service
- Leverage social media channels to provide quick and responsive customer service.
- Resolve Customers’ Complaints
- Handle customer complaints effectively, using problem-solving skills to ensure satisfaction.
- Gather, Analyse and Interpret Customer Feedback
- Collect and analyze customer feedback to improve services and enhance customer experience.
- Support Customers Using Self-Service Equipment
- Assist customers in using self-service tools or machines to complete transactions independently.
- Provide Post-Transaction Customer Service
- Offer continued support and service after a transaction, ensuring complete customer satisfaction.
Group C (Additional Skills and Knowledge)
- Health and Safety Procedures in the Workplace
- Understand and follow workplace health and safety protocols to ensure a safe environment for both employees and customers.
- Manage Diary Systems
- Learn to manage and organize appointment schedules efficiently for customers and team members.
- Provide Reception Services
- Gain skills in greeting and assisting visitors, answering queries, and maintaining a professional front desk.
- Contribute to the Organisation of an Event
- Assist in the planning, organizing, and execution of events, ensuring customer satisfaction.
- Buddy a Colleague to Develop Their Skills
- Support the development of peers and colleagues by sharing knowledge and skills.
- Employee Rights and Responsibilities
- Understand your rights and responsibilities as an employee in the customer service industry.
- Develop Working Relationships with Colleagues
- Build strong, collaborative relationships with colleagues to improve team performance and service quality.
- Principles of Equality and Diversity in the Workplace
- Recognize the importance of diversity and equality in providing fair and inclusive customer service.
- Processing Sales Orders
- Manage sales orders effectively, ensuring accurate order processing and delivery.
- Meeting Customers’ After Sales Needs
- Address customer needs following a sale, providing ongoing support and resolving any issues.
- Handling Objections and Closing Sales
- Overcome objections and successfully close sales through effective communication and negotiation.
- Deal with Incidents Through a Contact Centre
- Handle customer service issues and incidents efficiently through contact center platforms.
- Carry Out Direct Sales Activities in a Contact Centre
- Engage in sales activities directly with customers, ensuring service excellence in every interaction.
- Negotiate in a Business Environment
- Use negotiation skills to reach mutually beneficial agreements in a customer service context.
- Bespoke Software
- Become proficient in using specialized software for customer service tasks.
- Health and Safety Procedures in the Workplace (repeated)
- Ensure that all health and safety procedures are followed to protect both staff and customers.
Benefits of the Focus Awards Level 2 Diploma in Customer Service (RQF)
The Focus Awards Level 2 Diploma in Customer Service (RQF) offers a wide range of benefits for individuals seeking to enhance their customer service skills and advance their careers. Here are the key benefits of completing this course:
1. Enhanced Customer Service Skills
This diploma equips learners with a thorough understanding of customer service principles, ensuring they can effectively communicate, solve problems, and exceed customer expectations. By mastering these skills, you’ll be prepared to handle various customer scenarios with professionalism and confidence.
2. Increased Employability
With customer service being an essential aspect of nearly every business, this qualification significantly improves employability. Whether you’re looking to enter the customer service field or seeking a promotion in your current role, this diploma demonstrates your competence and dedication to providing excellent service, making you a valuable asset to potential employers.
3. Practical, Real-World Application
The course is designed to be highly practical, focusing on real-world scenarios and challenges. Learners will gain hands-on experience in resolving customer complaints, managing customer relationships, and using various communication methods, such as phone calls, emails, and face-to-face interactions. This practical knowledge will make you job-ready from day one.
4. Develop Problem-Solving Abilities
Customer service professionals often face complex situations that require quick thinking and effective solutions. This diploma enhances problem-solving skills by teaching you how to handle difficult customer complaints, resolve conflicts, and manage challenging situations while maintaining a positive customer experience.
5. Boost Personal Confidence
Through effective communication techniques and customer interaction training, this course helps build self-confidence in your ability to engage with customers. This improved confidence not only benefits your professional life but also enhances your interpersonal communication in all aspects of life.
6. Versatile Career Pathways
The Focus Awards Level 2 Diploma in Customer Service (RQF) opens doors to various roles across different sectors, including retail, hospitality, contact centers, healthcare, and more. This qualification provides the flexibility to work in multiple industries where excellent customer service is crucial.
7. Recognition of Skills and Competencies
As an Ofqual-regulated qualification, the Focus Awards Level 2 Diploma in Customer Service (RQF) is widely recognized by employers and educational institutions across the UK and internationally. This formal certification validates your skills and competency in customer service, boosting your credibility and professional standing.
8. Support for Career Progression
For those already working in customer service roles, this diploma offers an excellent opportunity for career progression. By gaining deeper insights into customer service management, complaint resolution, and customer relationship building, you’ll be better prepared for more senior positions, such as customer service supervisor or manager.
9. Improve Customer Satisfaction and Loyalty
The course teaches you to handle various customer interactions with empathy, patience, and professionalism, resulting in increased customer satisfaction. By consistently delivering high-quality service, you’ll contribute to building long-term customer loyalty, which is essential for business success.
10. Flexible Learning Options
The Focus Awards Level 2 Diploma in Customer Service (RQF) offers flexible learning options, allowing students to complete the course at their own pace. Whether you’re balancing work and study or prefer a more structured approach, this course can be tailored to fit your lifestyle and learning preferences.
Best Fit for the Focus Awards Level 2 Diploma in Customer Service (RQF)
The Focus Awards Level 2 Diploma in Customer Service (RQF) is ideal for individuals who are eager to develop essential skills and knowledge in the customer service field. This course is best suited for the following:
1. Entry-Level Professionals in Customer Service
If you’re new to the customer service industry or looking to enhance your skills, this course provides a solid foundation. It’s designed for individuals who are just starting their careers or those who want to formalize their customer service experience with a recognized qualification.
2. Those Looking to Advance in Customer Service Roles
For those already working in customer service positions, this diploma offers a great opportunity to improve your skills and increase your career prospects. It equips learners with the knowledge to handle complex customer interactions, resolve problems effectively, and improve overall service delivery.
3. Individuals Interested in Working in Various Industries
The customer service skills you gain from this qualification are applicable across a wide range of sectors, including retail, hospitality, healthcare, call centers, and more. Whether you’re aiming for a role in a business, nonprofit, or governmental organization, the diploma ensures you’re well-prepared for customer-facing positions.
4. People with Strong Communication and Interpersonal Skills
If you have a natural inclination to interact with people and enjoy solving problems, this course is a perfect fit. It builds on your existing communication and interpersonal skills, helping you refine your ability to engage with customers effectively.
5. Aspiring Managers and Supervisors in Customer Service
For individuals who wish to progress into managerial or supervisory positions within the customer service industry, this diploma provides essential knowledge in managing personal performance, resolving customer complaints, and developing effective customer service strategies.
6. Those Seeking a Career Change
If you’re considering a career shift and have excellent communication skills, this course provides the perfect entry into customer service. It helps you gain the skills needed to transition smoothly into this rewarding sector.
7. People Who Want Flexibility in Learning
This course is a great fit for those who require flexibility in their study schedule. Whether you are balancing work, family, or other commitments, the Focus Awards Level 2 Diploma in Customer Service (RQF) offers a flexible learning format that can be tailored to your lifestyle.
Entry Requirements
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Qualification Process
Qualification Process for the Focus Awards Level 2 Diploma In Customer Service (RQF)
- Self-Assessment:
Begin by evaluating your eligibility to ensure you meet the qualification requirements, including work experience, knowledge, and language proficiency. - Registration:
Complete your registration by submitting the required documents, including a scanned copy of a valid ID, and paying the registration fee. - Induction:
An assessor will conduct an induction to confirm your eligibility for the course and explain the evidence requirements. If you do not meet the criteria, your registration will be canceled, and the fee will be refunded. - Assignmnets & Evidence Submission:
Provide all assignmnets and the necessary evidence based on the assessment criteria outlined in the course. If you are unsure of the required evidence, consult with the assessor for guidance on the type and nature of evidence needed. - Feedback and Revision:
The assessor will review your submitted evidence and provide feedback. Evidence that meets the criteria will be marked as “Criteria Met,” while any gaps will be identified. You will be asked to revise and resubmit if needed. - Competence Evidence:
Submit final evidence demonstrating that all learning outcomes have been met. This evidence will be marked as “Criteria Met” by the assessor once it is satisfactory. - Internal Quality Assurance (IQA):
The Internal Quality Assurance Verifier (IQA) will review your evidence to ensure consistency, quality, and compliance with standards. - External Verification:
The IQA will submit your portfolio to Focus Award External Quality Assurance Verifiers (EQA) for final confirmation. The EQA may contact you directly to verify the authenticity of your evidence. - Certification:
Upon successful completion of all checks, FOCUS AWARD will issue your official certificate, confirming that you have attained the Focus Awards Level 2 Diploma In Customer Service (RQF).
