Free if you meet the eligibility criteria (click here for details) and if you complete the course (click here for details of our terms and conditions)

Course description:

This programme will provide learners with formal recognition of their performance in the workplace. It assesses the knowledge and understanding of the key areas of customer service and will allow learners to successfully engage with a diverse range of customers in a variety of situations. It outlines the procedures, practices and legislation related to customer service delivery, as well as how to identify and satisfy customer needs.

Who is the course suitable for?

This course is ideal for anyone who deals with customers – either internal or external to their organisation – as a major part of their job role. As well as people in retail organisations, this will include many service industries and public sector organisations.

Entry requirements:

You do not need to have any formal qualifications in order to follow this course, but you will need to demonstrate commitment and motivation to work through the specially prepared distance-learning materials.

How is the course delivered?

Candidates work through the course materials for the programme at a place convenient to them, so there is no need to attend the college to gain the qualification. The learning materials contain the knowledge needed to meet the assessment requirements of the course and activities to allow candidates to practice their skills and test their learning. Assessment is based on a combination of knowledge and skills learned on the programme. Learners should complete the course within 12 weeks.

Course content:

The course consists of two units:

  • Workbook 1: Principles of customer service and delivery. Understand customers. Understand employer organisations.
  • Workbook 2: Understand how to communicate with customers. Understand how to develop customer relationships. Understand how to resolve problems and deliver customer service to challenging customers. Understand how to develop working relationships with colleagues.

Progression opportunities:

By undertaking this programme, candidates will be able to further their own continuous professional development, which may improve their career prospects, or progress on to further qualifications such as courses in team leading, customer relations and management.

Course Number: N3THA