ProQual Awarding Body · RQF Level 2
ProQual Level 2 Diploma 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 credits45
- Guided learning245 hours
- Units in this qualification39
Awarded by ProQual Awarding Body · 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
The Level 2 Diploma in Customer Service qualification provides a nationally recognised qualification for anyone working in a customer-facing role.
These are the units ProQual Awarding Body 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.
Bespoke SoftwareReal unit · ProQual Awarding Body
What you'll be able to do
- Input data accurately and efficiently into bespoke software applications
- Combine information from different sources using bespoke applications
- Use appropriate file structures and naming conventions to organise information within the software
- Retrieve information efficiently using the software's search and filtering functions
- Use the software's functions effectively to process data according to requirements
- Use the software's functions effectively to present information in a clear and professional format
Buddy a colleague to develop their skillsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to buddy a colleague.
- Plan to buddy a colleague.
- Support a buddy colleague carrying out work activities.
Carry out customer service handoversReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the customer service handover process
- Plan customer service handovers
- Carry out customer service handovers
Carry out direct sales activities in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre, including customer details and product information
- Carry out direct sales to customers through a contact centre, using effective communication and sales techniques
- Keep accurate and up-to-date direct sales records within a contact centre, in accordance with organisational procedures
- Comply with relevant regulations and legislation during direct sales activities in a contact centre, including data protection and consumer rights
- Understand how to conduct sales activities in a contact centre in a professional and ethical manner
Communicate verbally with customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to communicate verbally with customers
- Use customer service language to communicate with customers
Communicate with customers in writingReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to communicate with customers in writing
- Plan written communications to customers
- Communicate with customers in writing
Contribute to the organisation of an eventReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the key stages involved in event organisation
- Understand the roles and responsibilities of different team members in event organisation
- Carry out pre-event actions, such as venue booking and marketing
- Prepare resources and materials for the event
- Set up the event space and equipment
- Assist with the smooth running of the event
- Carry out post-event actions, such as clearing up and gathering feedback
Deal with incidents through a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Deal with incidents effectively and professionally through a contact centre environment
- Use contact centre communications systems to deploy incident management resources efficiently
- Understand the procedures for dealing with various types of incidents in a contact centre
Deal with incoming telephone calls from customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to deal with incoming customer calls
- Establish the purpose of incoming customer calls
- Deal with customer questions and requests
Deliver customer serviceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand customer service delivery
- Understand the relationship between customer service and a brand
- Prepare to deal with customers
- Provide customer service
- Support improvements to customer service delivery
Deliver customer service to challenging customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the delivery of customer service to challenging customers
- Deal with challenging customers
Deliver customer service whilst working on customers’ premisesReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to deliver customer service whilst working on customers’ premises
- Deliver customer service whilst working on customers’ premises
Develop customer relationshipsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to develop customer relationships
- Develop relationships with customers
Develop working relationships with colleaguesReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the principles of effective team working and communication
- Understand the importance of respecting colleagues and their contributions
- Maintain effective working relationships with colleagues through clear communication
- Support colleagues in their work and provide assistance when needed
- Collaborate with colleagues to identify and resolve problems effectively
- Contribute to a positive and supportive working environment
Employee rights and responsibilitiesReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the role of organisations and industries in relation to employee rights and responsibilities
- Understand employers’ expectations of employees in the workplace
- Understand employees’ rights and obligations under employment law
Exceed customer expectationsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to exceed customer expectations
- Exceed customer expectations
Gather, analyse and interpret customer feedbackReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to gather, analyse and interpret customer feedback
- Plan the collection of customer feedback on customer service issues
- Gather customer feedback
- Analyse and interpret customer feedback to recommend improvements
Handling objections and closing salesReal unit · ProQual Awarding Body
What you'll be able to do
- Understand common sales objections and their underlying causes
- Understand different techniques for handling sales objections effectively
- Understand the importance of closing the sale and achieving a positive outcome
- Understand different closing techniques and when to use them
- Handle sales objections in a professional and persuasive manner
- Close the sale and secure the customer's commitment
Health and Safety Procedures in the WorkplaceReal unit · ProQual Awarding Body
What you'll be able to do
- Know health and safety procedures in the workplace.
- Carry out tasks with regard to health and safety in the workplace.
Make telephone calls to customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to make telephone calls to customers
- Plan telephone calls to customers
- Make telephone calls to customers
Manage diary systemsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the principles and methods involved in the effective management of diary systems
- Manage diary systems accurately and efficiently, ensuring appointments and commitments are correctly recorded and maintained
Manage personal performance and developmentReal unit · ProQual Awarding Body
What you'll be able to do
- Manage personal performance
- Manage their own time and workload
- Identify their own development needs
- Fulfil a personal development plan
Meeting customers’ after sales needsReal unit · ProQual Awarding Body
What you'll be able to do
- Investigate and accurately identify customer after sales needs
- Handle customers’ after sales needs effectively and efficiently
- Review the after sales process to identify areas for improvement
Negotiate in a business environmentReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the key principles of negotiation, including preparation, communication, and compromise
- Understand different negotiation styles and tactics
- Understand the importance of ethical behaviour in business negotiations
- Prepare for business negotiations by researching the other party and defining objectives
- Identify own strengths and weaknesses in a negotiation scenario
- Conduct business negotiations effectively, using appropriate communication and negotiation techniques
- Reach mutually beneficial agreements in a business environment
Principles of customer serviceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand customer service
- Understand how legal and ethical requirements relate to customer service
- Understand how to deliver effective customer service
- Understand the management of customer service information
Principles of equality and diversity in the workplaceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the key principles and implications of equality legislation, including the Equality Act
- Understand the different forms of discrimination and how to recognise them
- Understand organisational standards and expectations for equality and diversity in the workplace, including policies and procedures
- Understand the importance of promoting equality and diversity in the workplace context
- Understand how to challenge discriminatory behaviour in a constructive and appropriate manner
Process information about customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to process customer information
- Process customer information
Processing sales ordersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the processes involved in processing sales orders and the importance of accurate follow-up procedures
- Process sales orders accurately and efficiently, adhering to organisational procedures
- Follow up on sales order processing to ensure customer satisfaction and resolve any issues
Promote additional products and/or services to customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the promotion of additional products and/or services to customers
- Promote additional products and/or services to customers
Provide post-transaction customer serviceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand post-transaction customer service
- Provide post-transaction customer service
Provide reception servicesReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the purpose and importance of reception services within an organisation
- Understand the different types of services provided by a reception area
- Provide a welcoming and professional reception service to visitors and staff
- Handle telephone calls and messages efficiently and effectively
- Manage appointments and meeting room bookings accurately
Resolve customer service problemsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the resolution of customer service problems
- Resolve customer service problems
- Manage unresolved customer service problems
Resolve customers’ complaintsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the monitoring and resolution of customers’ complaints
- Deal with customers’ complaints
Support customer service improvementsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to support customer service improvements
- Identify the potential for improvements to customer service
- Support the implementation of improvements to customer service
Support customers through real-time online customer serviceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to support customers through real-time online customer service
- Establish the customer service support needed by customers
- Support online customer service in real-time
Support customers using self-service equipmentReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to support customers using self-service equipment
- Identify the help needed by customers using self-service equipment
- Help customers to use self-service equipment
Understand customersReal unit · ProQual Awarding Body
What you'll be able to do
- Understand different types of customers
- Understand the value of customers and their loyalty
Understand employer organisationsReal unit · ProQual Awarding Body
What you'll be able to do
- Understand organisational structures
- Understand the organisational environment
Use social media to deliver customer serviceReal unit · ProQual Awarding Body
What you'll be able to do
- Understand social media in a business environment
- Deal with customers using social media
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.
Where this can lead
Event Operations Coordinator
This role is a fantastic launchpad into the exciting world of events. If you're keen to learn, aren't afraid of hard work, and love seeing a plan come to life, you'll find a rewarding and dynamic career path here. We're excited to see where you take it!
See the whole journey →Showing 6 roles, drawn from 63 job records mapped to this qualification.
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
Learners will develop skills to use bespoke software applications for data input, combination, organisation, retrieval, and presentation. The unit emphasises accuracy, efficiency, and effective use of software functions to manage information.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for ProQual Level 2 Diploma in Customer Service
39 units in this credential, in the order it lists them, awarded by ProQual Awarding Body.
- Bespoke Software
- Buddy a colleague to develop their skills
- Carry out customer service handovers
- Carry out direct sales activities in a contact centre
- Communicate verbally with customers
- Communicate with customers in writing
and 33 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.