IMI
Level 2
QN: 501/1253/3
Curriculum Active
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Official qualification regulated by Ofqual, awarded by IMI. Classified as a Vocationally-Related Qualification. Total guided learning hours: 170 hours.
Qualification Level
Level 2
Awarding Body
IMI
Syllabus Units
6 Units
Guided Hours
170 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Demonstrate a Clear Understanding of Customer Service within the Automotive Industry
Verified
Key Learning Objectives:
- Explain the link between customer satisfaction and business profitability in the automotive sector
- Identify key legislation that impacts customer service, such as the Consumer Rights Act and data protection regulations
- Demonstrate professional communication and personal presentation techniques when interacting with customers
- Evaluate the consequences of poor customer service on organisational reputation and legal compliance
- Apply ethical principles when handling customer complaints and sensitive information
2
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Understand how to Communicate Effectively with Customers in the Automotive Industry
Verified
Key Learning Objectives:
- Understand how to communicate effectively with customers, Understand how to communicate using appropriate customer service language, Understand how to develop effective customer relationships
3
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Understand how to Deliver Reliable Customer Service within the Automotive Industry
Verified
Key Learning Objectives:
- Understand the importance of providing a consistent service to customers, Understand how to make improvements to the customer service experience, Understand how to deliver a reliable service to customers in the automotive industry
4
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Understand how to Develop Customer Service Relationships in the Automotive Industry
Verified
Key Learning Objectives:
- Understand how to build customer confidence, Understand the importance of developing customer relationships, Understand how to meet and exceed customers’ expectations
5
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Understand how to Recognise and Deal with Queries, Requests and Problems in the Automotive Industry
Verified
Key Learning Objectives:
- Describe how to recognise and categorise customer queries, requests and problems in an automotive context.
- Explain the importance of responding promptly and professionally to customer queries and requests.
- Apply appropriate questioning and listening techniques to clarify customer needs.
- Analyse the potential consequences of failing to resolve customer problems effectively.
- Evaluate the role of organisational procedures and legislation when dealing with customer problems.
- Demonstrate how to record and follow up customer queries, requests and problems using dealer systems.
6
IMI Level 2 Certificate in Customer Service for the Automotive Industry (VRQ)
Understand how to use Dealer Management Systems _DMS_ Relevant to the Automotive Industry
Verified
Key Learning Objectives:
- Understand how to deal with customers using DMS relevant to the automotive industry., Understand how to deliver customer service using DMS relevant to the automotive industry.
Regulatory & Verification Details
- Qualification Number (QN)
- 501/1253/3
- Regulated Status
- Available to learners
- Awarding Body
- IMI
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Sept 2010
- Operational End
- Dec 2026