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Principles of Customer Service - 21/22

Practical Vs Theory


Course overview

This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events. 


What Does The Programme Include

Online delivery only.

How The Course Will Be Assessed

Responses to questions to be marked by a dedicated tutor and feedback to provided via online course portal. 

Potential Future Career

Learners who achieve this qualification could progress to: • NCFE Level 2 Diploma in Customer Service • NCFE Level 3 Certificate in Principles of Customer Service • NCFE Level 3 Diploma in Customer Service • NCFE Level 4 NVQ Diploma in Customer Service It may also be useful to learners studying qualifications in the following sector areas: • Travel and Tourism • Sport, Leisure and Recreation • Retail • Health Public Service and Care • Engineering and Manufacturing Technologies • Arts, Media and Publishing

Course Content

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Principles of Customer Service and Delivery 

Understand Customers

Understand Employer Organisations 

Plus 4 optional units:

· Understand how to communicate with customers

· Understand how to resolve problems and deliver customer service to challenging customers

· Understand how to develop customer relationships

· Understand how to develop working relationships with colleagues


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