How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer ProQual Awarding Body has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and ProQual Awarding Body awards. A qualified assessor at the centre judges your evidence, and the certificate comes from ProQual Awarding Body.
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. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with ProQual Awarding Body. It does the teaching and the mapping. ProQual Awarding Body sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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What each unit actually teaches you to do
Bespoke Software Real 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 skills Real 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 handovers Real 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 centre Real 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 customers Real 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 writing Real 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 event Real 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 centre Real 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 customers Real 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 service Real 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 customers Real 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’ premises Real 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 relationships Real 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 colleagues Real 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 responsibilities Real 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 expectations Real 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 feedback Real 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 sales Real 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 Workplace Real 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 customers Real 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 systems Real 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 development Real 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 needs Real 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 environment Real 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 service Real 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 workplace Real 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 customers Real unit · ProQual Awarding Body
What you'll be able to do
- Understand how to process customer information
- Process customer information
Processing sales orders Real 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 customers Real 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 service Real unit · ProQual Awarding Body
What you'll be able to do
- Understand post-transaction customer service
- Provide post-transaction customer service
Provide reception services Real 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 problems Real 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’ complaints Real 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 improvements Real 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 service Real 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 equipment Real 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 customers Real 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 organisations Real unit · ProQual Awarding Body
What you'll be able to do
- Understand organisational structures
- Understand the organisational environment
Use social media to deliver customer service Real 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 national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Deal with customer requirements using a range of contact methods
- Standard
Use bespoke software for dealing with customers
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 2 records
- 3 records
- 2 records
- 1 record
- 1 record
- 2 records
Showing 6 roles, drawn from 50 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Event Operations Coordinator
This work can lead to running events as a Senior Event Producer or Operations Manager, or managing a wider operations team as Head of Event Operations.
See the whole journeyThe credits, and who awards them
Level 2 credits are regulated, and they are awarded by ProQual Awarding Body rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Bespoke SoftwareBuddy a colleague to develop their skillsCarry out customer service handoversCarry out direct sales activities in a contact centreCommunicate verbally with customersCommunicate with customers in writingContribute to the organisation of an eventDeal with incidents through a contact centre
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Carry out direct sales activities in a contact centre” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Draft the real one Create
You do “Health and Safety Procedures in the Workplace” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Map a live decision Analyse
“Manage diary systems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
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.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
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.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.