Who is this course for?
Start your journey into the world of customer service with a practical, confidence-building qualification designed to prepare you for real workplaces. This course is ideal for:
Young people (19+) preparing for work
Adults returning to learning
Learners with no previous qualifications
Anyone interested in customer service, retail, hospitality, or office work
Learners who need to build confidence, communication skills, and workplace behaviours
Entry Requirements
No formal qualifications required
Basic English reading and writing skills
Commitment to attend sessions and complete online tasks
What You Will Learn
You will learn how to:
Understand customers and their needs
Communicate effectively in customer service situations
Work effectively as part of a team
Handle customer complaints professionally
Apply customer service principles in real workplace scenarios
Understand legislation and organisational procedures in customer service
Course Aim
To develop a strong understanding of professional customer service principles, including communication, teamwork, handling complaints, understanding customers, and delivering excellent service across a range of business environments
Course Length
6 weeks face-to-face delivery (1 day per week, 6 hours) Up to 10 weeks overall, including supported online learning and portfolio completion. This model allows learners to attend weekly sessions while completing structured tasks independently between sessions
What You Will Need to Bring
Notebook and pen
Access to the internet for online tasks
Willingness to take part in discussions and activities
Commitment to completing independent study
How You Will Learn
A blended approach combining classroom learning and independent study:
Face-to-face sessions (6 weeks):
Classroom teaching and mini-lectures
Practical workshops and scenario work
Group discussions and collaboration
Role play and customer service simulations
One-to-one support and mentoring
Between sessions (online/self-study):
Structured online learning modules
Workbook and portfolio tasks
Research activities
Tutor feedback and guidance remotely
Classroom teaching/Lectures
Practical exercises/Workshops
Group discussions/Collaboration
Online/Self-study modules
One-to-one tutoring/Mentoring
How you will be assessed
This qualification is internally assessed through:
Written assignments and worksheets
Practical activities and role play
Portfolio of evidence
Tutor observations and feedback
Short knowledge questions
There is no formal exam.
Where Next
After completing this course, learners could progress to:
Level 3 Customer Service or Business Administration qualifications
Customer Service apprenticeships
Employment in retail, hospitality, office, and contact centre roles
Gain the knowledge. Build the confidence. Achieve a recognised qualification in Customer Service through flexible blended learning.
Will learners gain a qualification?
Yes, a recognised qualification
