Customer First – Confidence, Care and Career Skills Level 2CF

Course overview

At a glance

LevelLevel 2
Duration10 Sessions
Location Greater Manchester

About the course

About the course

Customer First – Confidence, Care and Career Skills

Build the confidence, communication and customer service skills needed to succeed in frontline and customer-facing roles.

Qualification

Level 2 Certificate in Customer Service

About the course
This course combines a nationally recognised qualification with in-house training focused on conflict management and interview skills, creating a course designed for real-world impact. You will develop essential communication, teamwork and problem-solving skills that are valued across a wide range of frontline and customer-facing roles.

You will take part in customer-focused role plays, personal development planning and guided interview preparation, helping you build confidence and workplace readiness.

A key focus of the course is managing and de-escalating conflict professionally. You will develop emotional intelligence and practical strategies to handle challenging situations calmly and effectively, supporting positive outcomes for both customers and organisations.

By the end of the course, you will be more confident, career-ready and prepared to deliver excellent customer service.

Is this course right for you?
This course is ideal if you're looking to start a career in customer service or return to work. It's also suitable for individuals who want to improve communication skills, handle challenging situations more effectively, and perform well at an interview.

What you will learn:
Topics include:

Principles of customer service
Understanding customer needs and expectations
Responding to problems and communicating effectively
Teamwork, ethics and legal responsibilities
Understanding organisations, customers and the supply chain
Meeting customer needs and promoting services
Communication and handling interactions
Personal development and customer service improvements
Conflict management and effective communication
Interviews and progression

How you will learn:
You will learn through in-person interactive classroom sessions, practical role plays, group activities and tutor-led support. Learning is hands-on, supportive and focused on building confidence and real-world skills you can use immediately.

Eligibility:
You must: