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Customer Service

If you are looking for work in the customer service industry, then this course will help you gain the skills and confidence that employers are looking for.

You will be introduced to the practices and procedures that constitute effective customer service and the appropriate behaviour towards customers and how that behaviour impacts on the customer service experience.

You will deal with customer queries, requests and problems and develop your own skills by demonstrating appropriate behaviour.

Along with a placement and getting hands on experience, you will learn about the different types of customers and their expectations, also the different types of information required to provide effective customer service, you will complete the qualification on the job through a nationally recognised qualification.

You will undergo sessions and be observed in a work placement carrying out your day to day activities.  You will build up a portfolio of evidence with your assessor based on your work activities.

All units within your qualification will be personalised to you – in order to meet your needs – whilst also giving you the opportunity to develop your key skills and overall knowledge in regards to this work area

Functional Skills Maths, English and ICT elements are embedded into the units as are employability skills and confidence building exercises to allow you to develop yourself as an individual and improve your job prospects.

This qualification is available at different levels and sizes so that you can tailor the course to suit you.


You will cover a variety of topics that may include –

  • Communication using customer service language
  • Following rules to deliver customer service
  • Deal with customers face to face; impression and image
  • Resolve customer service problems
  • Deliver customer service to difficult customers




  • BTEC Award in Customer Service
  • NVQ Certificate in Customer Service Level 1
  • NVQ Certificate in Customer Service Level 2



With our friendly tutors you will get all the support you need to develop your skills and abilities within this subject area, to enable you to go into possible employment, further education, or even source an apprenticeship within this industry.  

We can help you, you only need to have enthusiasm and the ability to commit to the course just contact our Employer Engagement Team here.