Highfield Level 2 Award in Customer Service


The objective of this qualification is to support 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.

Packed with engaging and interactive content this online customer service training will equip anyone working in a customer-facing role with the knowledge to deliver excellent customer care.

Learners will understand what is meant by, and how to deliver, good customer service in any organisation.

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Guided Learning Hours

The total qualification time for the Level 2 Award is 6 hours. Approximately 1-2 hours are required to complete the e-learning and the remainder of learning would be completed reading  the handbook or reviewing the e-learning course.

Form of Assessment


On completion of the e-learning courses, learners will sit an exam at a convenient time which is invigilated remotely. There are 30 multiple-choice questions. The passmark is 66%. Learners will receive the Highfield Level 2 Award in Customer Service e-certificate.


Learners are assessed at the end of the course by multiple-choice questions. Learners will receive a Highfield e-learning completion certificate, which is downloadable upon successfully finishing the course.


  • Customer Service Principles
  • Customers’ Needs and Expectations
  • Behaviour and Interpersonal Skills
  • Responding to Problems or Complaints


Additional information


Level 2 Award, E-Learning