Qualification Aim: 

This qualification provides learners with the skills and knowledge required to successfully work in customer service.

This course develops learners’ skills in communication, resolving queries and meeting customer’s needs.

It gives learners an understand the consequences of good and poor customer service skills and their role when dealing with complaints from customers that can be applied in any customer-facing role.

Course Dates:

Date: Thursday 22nd June 2023

Time: 10am - 14:30 

Duration: 5 weeks - Every Thursday

Venue: Equitable House, 10 Woolwich New Rd. Se18 6AB

Fee: Free 

Learners will be able to: 
  • Understand the benefits to the organisation of good customer
  • Understand the possible consequences of poor customer service
  • Understand the value of first impressions
  • Understand positive verbal and non-verbal interaction with
  • Understand that respect for the individual is at the heart of good
    customer service
  • Understand your role in dealing with complaints from customer


Delivery of this course is classroom-based requiring all candidates to attend eight classroom-based learning sessions.  Candidates will work through a handbook with questions and tasks that will take place in the classroom and in homework assignments

 Candidates must have an 80% attendance of classroom-based sessions.


Internally assessed 

External assessment

Awarding Body NCFE