Apprenticeships Knowledge Customer Service: Understanding the Rules of Customer Service

£30.00 + VAT

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Course Overview

Understanding the rules behind good customer service enables you to communicate good boundaries so that employees know what’s expected of them. This course will show you how to set predefined limits to help staff meet high standards without the need for constant intervention.

This module was developed as a mandatory unit for the Qualifications and Credit Framework (QCF): Principles of Customer Service – Level 2.

After completing this course you will understand the:

  • Internal practices and procedures of organisations when delivering customer service
  • External legislation relating to customer service within the organisation

Course Details

Lesson Plan

This course covers:

  • Internal practices and procedures
  • Customer service situations
  • External legislation and regulations


Approximately 1–2 hours (depending on learning speed). This course is online self-paced learning with 61 interactive screens, which can be completed at a speed that is convenient for you. The system will record your progress throughout.

Target Audience

This course was developed for the Qualifications and Credit Framework (QCF) course: Principles of Customer Service – Level 2 Certificate, but it is suitable for anyone seeking training in customer service and care.

Entry Requirements

There are no specific entry requirements for this course.


When you have successfully completed your course online, you will be able to download your certificate.