CUSD2 – VTCT (Skillsfirst) Level 2 Diploma in Customer Service (RQF)

Qualification summary

The aim of this qualification is to recognise learners’ achievements within the customer service environment. It is also for learners whose job role requires them to deliver continually improving service to customers. These learners may be in roles that carry a customer service specific job title, or their primary responsibility is to deliver excellent service to customers.

This qualification can also be used by learners who may not regard customer service as their primary responsibility, but recognise that customer service competencies are essential to complement their technical skills.

On completion of this qualification you could progress onto:

  • Level 3 Diploma in Customer Service (RQF) 

VTCT (Skillsfirst) Level 2 Diploma in Customer Service (RQF) Handbook

Qualification structure

A minimum total of 45 credits must be achieved to gain the qualification as follows:

All 19 credits must be achieved from the mandatory Group M

A minimum of 3 credits must be achieved from Group A

A minimum of 16 credits must be achieved from Group B

No more than 7 credits may be achieved from Group C

Total Qualification Time (TQT) is 450

Guided Learning Hours (GLH) are 254

Qualification numberQualification reference
CUSD2 601/3520/7 

Group M – mandatory units

unit no
unit no
Unit titleUnit LevelCredit Value
A/506/1946BUS38Understand employer organisations24
A/506/2130CUS7Deliver customer service25
F/506/2131CUS8Understand customers22
J/506/2132CUS9Principles of customer service24
L/506/1788ML1Manage personal performance and development24

Group A – optional units

unit no
unit no
Unit titleUnit LevelCredit Value
D/506/2119CUS5Communicate verbally with customers23
T/506/2126CUS6Communicate with customers in writing23

Group B – Optional units

unit no.
unit no.
Unit titleUnit LevelCredit Value
H/506/2154CUS10Deal with incoming telephone calls from customers23
K/506/2155CUS11Make telephone calls to customers23
L/506/2133CUS12Promote additional products and/or services to customers22
R/506/2134CUS13Process information about customers23
Y/506/2135CUS14Exceed customer expectations23
T/506/2143CUS15Deliver customer service whilst working on customer’s premises24
T/506/2157CUS16Carry out customer service handovers23
A/506/2158CUS17Resolve customer service problems25
F/506/2159CUS18Deliver customer service to challenging customers23
Y/506/2149CUS19Develop customer relationships23
T/506/2160CUS20Support customer service improvements23
A/506/2161CUS21Support customers through real-time online customer service23
H/506/2977CUS22Support customers using self-service equipment23
J/506/2163CUS23Use social media to deliver customer service23
K/506/2978CUS24Provide post transaction customer service25
R/506/2151CUS31Resolve customers’ complaints34
D/506/2170CUS32Gather, analyse and interpret customer feedback35

Group C – Optional units

unit no
unit no
Unit titleUnit LevelCredit Value
L/506/1807BUS13Manage diary systems22
H/506/1814BUS19Provide reception services23
L/506/1869BUS27Contribute to the organisation of an event23
M/506/1895BUS35Buddy a colleague to develop their skills23
L/506/1905BUS39Employee rights and responsibilities22
H/506/1912BUS42Negotiate in a business environment34
L/503/0394CC19Carry out direct sales activities in a contact centre25
K/503/0421CC38Deal with incidents through a contact centre27
T/505/4673HSPW2Health and safety procedures in the workplace22
F/502/4396IT201Bespoke Software 223
R/506/1789ML2Develop working relationships with colleagues23
J/506/1806ML7Principles of equality and diversity in the workplace22
M/502/8587SA207Processing sales orders22
R/502/8601SA213Meeting customers’ after sales needs23
M/502/8606SAL214Handling objections and closing sales23

To find out more please, contact our customer services team on 0121 270 5100 or email us