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Support Materials Qualification Specification Adaptations

NCFE Level 2 Certificate in Principles of Customer Service

Business, Administration and Law
Learning Resources Available
Registration and Certification Fee

Level 2
Minimum entry age
This qualification is suitable for learners aged 16 and above. This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events. This qualification is suitable for use within a Study Programme.

Qualification Specification
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This qualification specification contains everything you need to know about this qualification and should be used by everyone involved in the planning, delivery and assessment.

Mapping Document
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This document details how the NCFE Level 2 Certificate in Principles of Customer Service (601/7070/0) maps to the knowledge learning outcomes of the NCFE Level 2 Diploma in Customer Service (601/3973/0).

Features and Benefits
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This document outlines the features and benefits of this qualification for the centre, learner and employer.

Mandatory units

  1. Principles of Customer Service and Delivery (Y/507/5967 )
  2. Understand Customers (D/507/5968)
  3. Understand Employer Organisations (A/507/5895)

Optional units

  1. Understand How to Communicate with Customers (H/507/5969)
  2. Understand How to Communicate with Customers Using the Telephone (Y/507/5970)
  3. Understand How to Handle Customer Information (D/507/5971)
  4. Understand How to Deliver Customer Service Online (H/507/5972)
  5. Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers (K/507/5973)
  6. Understand How to Handle Objections, Promote Additional Products or Services and Close Sales (M/507/5974)
  7. Understand How to Develop Customer Relationships (T/507/5975)
  8. Understand How to Process Sales Orders and Provide Post Transaction Customer Service (A/507/5976)
  9. Principles of Equality and Diversity in the Workplace (K/507/5911)
  10. Understand How to Develop Working Relationships with Colleagues (F/507/5896)

Learning Curve Group Resources

Price (Inc VAT): Refer to External Link

Learning Curve Group

Learner's Evidence Tracking Log (LETL)

Price (Inc VAT): Free


Endorsed by


Internal assessments will go ahead in 2021/22, therefore moving away from results being based on Teacher Assessed Grades (TAGs) used in 2020 to 2021, where this has been permitted. Students need to prepare a portfolio of evidence. We encourage centres to review our guidance on the types of evidence, and evidence capture, that we permit including e.g. the use of video, photos and other digital means of demonstrating knowledge and skills.

For further information please see the 2021/22 adaptation addendum document below.

2021-22 AT 60170736 V1.0
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