Highfield Level 2 Award in Customer Service

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This qualification is appropriate to any learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement.

The 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.

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

Please note, this course this course is funded through Skills Development Scotland’s ITA funding programme. Eligibility criteria:

• aged 16 or over
• not in education or involved in any other Skills Development Scotland funded programme
• unemployed and looking to get back into work OR
• employed, earning £22,000 or less per year and looking to progress in or change your job
• resident in Scotland

You will be sent the link to the ITA funding application after submitting the STN application.