Highfield Level 2 Award in Customer Service

Customer Service
Customer Service Training


This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role. This 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.

How long will it take me to achieve this qualification?

This qualification is classroom-based and usually achieved by taking a 1-day course.  However, it can also be achieved through a variety of other methods including blended and distance learning, as long as the recommended learning hours are completed.

How is the qualification assessed?

Through a 1-hour, 30-question multiple-choice examination. Learners must achieve a score of at least 20 out of 30 to pass.

What next?

Learners who successfully complete this qualification may wish to progress on to further qualifications, such as:

  • Highfield Level 2 Certificate in Customer Service
  • Highfield Level 2 NVQ Certificate in Customer Service
  • Highfield Level 2 Diploma in Customer Service

Where can this course be taken?

Through any Highfield approved training centre.