The Customer Relations - Level 2 Course is designed for people seeking to understand and apply good practice in promoting effective customer relations.

The course is particularly suited to staff who deal regularly with guests, visitors and customers face to face, in writing and on the telephone.

On successful completion of this course students will receive an accredited Level 2 Certificate of Achievement.


At the end of the home study courses students will be able to:

  • Understand the need for customer care skills

  • Identify strengths and weaknesses in your firms care approach

  • Plan a caring approach

  • Develop personal customer care skills – face to face

  • Develop personal customer care skills – on the phone

  • Understand how to deal effectively with anger, aggression and complaints

  • Define the role of receptionist

  • Describe good practice in receiving visitors and guests

  • List the administrative function assigned to reception

  • Understand the importance of security and personal safety

The Course Includes the Following 3 Units:-

  • Unit One - Customer Care

The following topics are covered: Why your firm needs customer care, Why you need to do something about it, Your plan of campaign, Customer care skills and Handling complaints.

  • Unit Two -Customer Care on the Telephone

The following topics are covered: Telephones – problems and opportunities, Communicating on the telephone, Telephone skills, Telephone Reception Skills, Dos and Don’ts on the telephone, Handling problems and objections, Controlling anger, Dealing with criticism and Handling complaints.

  • Unit Three -Reception Skills

The following topics are covered: The role of the receptionist, Being a ambassador, Receiving visitors & guests, Administration in reception, Security & safety and Telephone Skills.

Course Duration:

Students may register at any time and have a full year to complete their studies. The home study courses will take approximately 80 hours of study to complete.


There are no particular entry requirements.

Technical Support:

Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.


At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained.

The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

Information on level descriptors can be found on the Ofqual's level descriptors page.

The course itself has been designed by Kendal Publishing to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa Awards endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

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