Excellence, Achievement & Learning Limited · RQF Level 2
EAL Level 2 Certificate in Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits28
- Guided learning192 hours
- Units in this qualification48
Awarded by Excellence, Achievement & Learning Limited · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units Excellence, Achievement & Learning Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Adapt your behaviour to give a good customer service impressionReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Look and act the part in order to provide a good customer service impression
- Relate to their customers and to colleagues effectively
- Adapt their behaviour to give a good customer service impression
Apply risk assessment to customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Analyse customer service processes for risk
- Assess customer service risks and take appropriate actions
- Understand how to apply risk assessment to customer service
Buddy a colleague to develop their customer service skillsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan and prepare to buddy a colleague
- Support their buddy colleague on the job
- Provide buddy support off the job
- Understand how to buddy a colleague to develop their customer service skills
Build a customer service knowledge setReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Input details of customer queries and requests and develop responses
- Use a customer service knowledge base
- Understand how to build a customer service knowledge set
Communicate effectively with customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Communicate using customer service languageReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Identify customers and their characteristics and expectations
- Identify their organisation’s services and products
- Communicate using customer service language
Deal with customers across a language divideReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Prepare to deal with customers with a different first language
- Deal with customers who speak a different first language from their own
- Deal with customers across a language divide
Deal with customers face to faceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Communicate effectively with their customer
- Improve the rapport with their customer through body language
- Understand how to deal with customers face to face
Deal with customers in writing or electronicallyReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Use written or electronic communication effectively
- Plan and send an effective written or electronic communication
- Handle incoming written or electronic communications effectively
- Deal with customers in writing or electronically
Deal with customers using bespoke softwareReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Deal with incoming telephone calls from customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Use communication systems effectively
- Establish rapport with customers who are calling
- Deal effectively with customer questions and requests
- Deal with incoming telephone calls from customers
Deliver customer service on your customer’s premisesReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Establish a rapport with their customer
- Combine customer service with their other skills and expertise
- Deliver customer service on the customer’s premises
Deliver customer service to difficult customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Deliver customer service using service partnershipsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Work effectively within a customer service chain
- Build and nurture positive relationships in a customer service chain
- Understand how to deliver customer service using service partnerships
Develop customer relationshipsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent
- Meet the expectations of their customers
- Develop the long-term relationship between their customer and their organisation
- Develop customer relationships
Develop personal performance through delivering customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Review performance in their customer service role
- Prepare a personal development plan and keep it up to date
- Undertake development activities and obtain feedback on their customer service performance
- Understand how to develop their personal performance through delivering customer service
Develop your own and others' customer service skillsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Develop their own customer service skills
- Plan the coaching of others in customer service
- Coach others in customer service
- Understand how to develop their own and others’ customer service skills
Develop your own customer service skills through self-studyReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Find ways to learn more about customer service and their job
- Use sources of self-development to extend their customer service skills and knowledge
- Develop their own customer service skills through self-study
Do your job in a customer friendly wayReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Do their job in a customer friendly way
- Do their job in a customer-friendly way
Follow the rules to deliver customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Follow their organisation’s customer service practices and procedures
- Follow the rules to deliver customer service
Gather, analyse and interpret customer feedbackReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan to gather customer feedback
- Gather customer feedback
- Analyse and interpret customer feedback
- Understand how to gather, analyse and interpret customer feedback
Give customers a positive impression of yourself and your organisation.Real unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Go the extra mile in customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Distinguish between routine service standards and going the extra mile
- Check that your extra mile ideas are feasible
- Go the extra mile
- Go the extra mile in customer service
Improve the customer relationshipReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Improve communication with their customers
- Balance the needs of their customer and their organisation
- Exceed customer expectations to develop the relationship
- Understand how to improve the customer relationship
Lead a team to improve customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan and organise the work of a team
- Provide support for team members
- Review performance of team members
- Understand how to lead a team to improve customer service
Live up to the customer service promiseReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Understand and explain the customer service promise
- Produce customer satisfaction by delivering the customer service promise
- Live up to the customer service promise
Maintain a positive and customer-friendly attitudeReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Show the right attitude for customer service
- Show appropriate and positive behaviours to customers
- Maintain a positive and customer-friendly attitude
Maintain customer service through effective handoverReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Agree joint responsibilities in a customer service team
- Check that customer service actions are seen through by working together with colleagues
- Understand how to maintain customer service through effective handover
Make customer service personalReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Identify opportunities for making customer service personal
- Treat their customer as an individual
- Know and understand how to make customer service personal
Make telephone calls to customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan their calls effectively
- Use communication systems effectively
- Make focussed calls to their customer
- Make telephone calls to customers
Monitor and solve customer service problemsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
- Understand how to monitor and solve customer service problems
Monitor the quality of customer service transactionsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Prepare to monitor the quality of customer service transactions
- Monitor the quality of customer service transactions
- Give feedback on the quality of customer service transactions
- Understand how to monitor the quality of customer service transactions
Organise the delivery of reliable customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan and organise the delivery of reliable customer service
- Review and maintain customer service delivery
- Use recording systems to maintain reliable customer service
- Understand how to organise the delivery of reliable customer service
Organise the promotion of additional services or products to customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Offer additional services or products
- Organise support to promote use of additional services or products
- Monitor the promotion of additional services or products
- Understand how to organise and promote services or products to customers
Process customer service complaintsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint
- Deal with a complaint effectively
- Understand how to process customer service complaints
Process information about customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Collect information about customers
- Select and retrieve information about customers
- Supply information about customers
- Understand how to process customer service information
Promote additional services or products to customersReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Identify additional services or products that are available
- Inform customers about additional services or products
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers
Promote continuous improvementReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service
- Review changes to promote continuous improvement
- Understand how to promote continuous improvement
Recognise and deal with customer queries, requests and problemsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Recognise and deal with customer queries and requests
- Recognise and deal with customer problems
- Recognise and deal with customer queries, requests and problems
Recognise diversity when delivering customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Respect customers as individuals and promote equality in customer service
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers
- Understand how to recognise diversity when delivering customer service
Resolve customer service problemsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Support customer service improvementsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Use feedback to identify potential customer service improvements
- Implement changes in customer service
- Assist with the evaluation of changes in customer service
- Support customer service improvements
Support customers using on-line customer servicesReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service
- Support on-line customer service in conversation with their customer
- Understand how to support customers using on-line services
Support customers using self-service technologyReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology
- Assist a customer using self-service technology
- Understand how to support customers using self-service technology
Take details of customer service problemsReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Respond to customers who raise a problem
- Gather details from customers who raise a problem
- Pass details of problems raised by customers to the colleague who can deal with them
- Take details of customer service problems
Use customer service as a competitive toolReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Organise customer service to gain a competitive advantage
- Deliver a competitive service
- Understand how to use customer service as a competitive tool
Use questioning techniques when delivering customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Establish rapport and identify customer concerns
- Seek detailed information from customers using questioning techniques
- Understand how to use questioning techniques when delivering customer service
Work with others to improve customer serviceReal unit · Excellence, Achievement & Learning Limited
What you'll be able to do
- Improve customer service by working with others
- Monitor their own performance when improving customer service
- Monitor team performance when improving customer service
- Understand how to work with others to improve customer service
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Develop personal performance through delivering customer service
- Give customers a positive impression of yourself and your organisation
- Improve customer relationships and services
- Provide customer support online
- Support and implement customer service improvements
- Use bespoke software for dealing with customers
- Use questioning techniques when delivering customer service
Where this can lead
Technical Support Analyst I
Your journey starts here, but where it goes is really up to you. We'll give you the tools, the training, and the opportunities to build a truly rewarding career, whether you want to become a technical guru, a team leader, or explore other avenues in the tech world. We're excited to see what you'll achieve.
See the whole journey →Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for EAL Level 2 Certificate in Customer Service
48 units in this credential, in the order it lists them, awarded by Excellence, Achievement & Learning Limited.
- Adapt your behaviour to give a good customer service impression
- Apply risk assessment to customer service
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Communicate effectively with customers
- Communicate using customer service language
and 42 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.