CUSD2 – VTCT (Skillsfirst) Level 2 Diploma in Customer Service (RQF)
This qualification is now closed for Registrations
Certification end date: 31/07/2026
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)
Related Documents:
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 number | Qualification reference |
CUSD2 | 601/3520/7 |
Group M – mandatory units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
A/506/1946 | BUS38 | Understand employer organisations | 2 | 4 |
A/506/2130 | CUS7 | Deliver customer service | 2 | 5 |
F/506/2131 | CUS8 | Understand customers | 2 | 2 |
J/506/2132 | CUS9 | Principles of customer service | 2 | 4 |
L/506/1788 | ML1 | Manage personal performance and development | 2 | 4 |
Group A – optional units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
D/506/2119 | CUS5 | Communicate verbally with customers | 2 | 3 |
T/506/2126 | CUS6 | Communicate with customers in writing | 2 | 3 |
Group B – Optional units
RQF unit no. | Skillsfirst unit no. | Unit title | Unit Level | Credit Value |
H/506/2154 | CUS10 | Deal with incoming telephone calls from customers | 2 | 3 |
K/506/2155 | CUS11 | Make telephone calls to customers | 2 | 3 |
L/506/2133 | CUS12 | Promote additional products and/or services to customers | 2 | 2 |
R/506/2134 | CUS13 | Process information about customers | 2 | 3 |
Y/506/2135 | CUS14 | Exceed customer expectations | 2 | 3 |
T/506/2143 | CUS15 | Deliver customer service whilst working on customer’s premises | 2 | 4 |
T/506/2157 | CUS16 | Carry out customer service handovers | 2 | 3 |
A/506/2158 | CUS17 | Resolve customer service problems | 2 | 5 |
F/506/2159 | CUS18 | Deliver customer service to challenging customers | 2 | 3 |
Y/506/2149 | CUS19 | Develop customer relationships | 2 | 3 |
T/506/2160 | CUS20 | Support customer service improvements | 2 | 3 |
A/506/2161 | CUS21 | Support customers through real-time online customer service | 2 | 3 |
H/506/2977 | CUS22 | Support customers using self-service equipment | 2 | 3 |
J/506/2163 | CUS23 | Use social media to deliver customer service | 2 | 3 |
K/506/2978 | CUS24 | Provide post transaction customer service | 2 | 5 |
R/506/2151 | CUS31 | Resolve customers’ complaints | 3 | 4 |
D/506/2170 | CUS32 | Gather, analyse and interpret customer feedback | 3 | 5 |
Group C – Optional units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
L/506/1807 | BUS13 | Manage diary systems | 2 | 2 |
H/506/1814 | BUS19 | Provide reception services | 2 | 3 |
L/506/1869 | BUS27 | Contribute to the organisation of an event | 2 | 3 |
M/506/1895 | BUS35 | Buddy a colleague to develop their skills | 2 | 3 |
L/506/1905 | BUS39 | Employee rights and responsibilities | 2 | 2 |
H/506/1912 | BUS42 | Negotiate in a business environment | 3 | 4 |
L/503/0394 | CC19 | Carry out direct sales activities in a contact centre | 2 | 5 |
K/503/0421 | CC38 | Deal with incidents through a contact centre | 2 | 7 |
T/505/4673 | HSPW2 | Health and safety procedures in the workplace | 2 | 2 |
F/502/4396 | IT201 | Bespoke Software 2 | 2 | 3 |
R/506/1789 | ML2 | Develop working relationships with colleagues | 2 | 3 |
J/506/1806 | ML7 | Principles of equality and diversity in the workplace | 2 | 2 |
M/502/8587 | SA207 | Processing sales orders | 2 | 2 |
R/502/8601 | SA213 | Meeting customers’ after sales needs | 2 | 3 |
M/502/8606 | SAL214 | Handling objections and closing sales | 2 | 3 |
To find out more please, contact our customer services team on 0121 270 5100 or email us