Certificate in Principles of Customer Service

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.

This course is ideal for learners who are entering the field of customer service for the first time. It is particularly relevant 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.

There are no specific recommended prior learning requirements for this programme, although the qualification is designed for those currently employed in a relevant role. Good numeracy and literacy skills are advantageous.

This course 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.

The course comprises seven units:

• Unit 01 Principles of customer service and delivery
• Unit 02 Understanding customers
• Unit 03 Understand Employer Organisations
• Unit 04 Understand how to communicate with customers
• Unit 05 Understand how to develop customer relationships
• Unit 06 Understand how to resolve problems and deliver customer service to challenging customers
• Unit 07 Understand how to develop working relationships with colleagues

This qualification could be what you need to improve your career prospects and get your ideal job, if you are unable to attend college on a regular basis. Distance Learning with Shrewsbury Colleges Group gives you more flexibility, allowing you to study where and when you want. All you need is a commitment, as Distance Learning is not necessarily an easy option, especially if you are already working full-time. We offer specially prepared course materials, which combined with help and support from your subject teacher make your learning experience easily manageable.

To pass this qualification with Shrewsbury Colleges Group, learners are required to complete the three mandatory units. A formal assessment is completed at the end of each module and submitted to us for marking.

This course is currently being offered free of charge. If, however, the learner withdraws early without reason, a charge may be incurred to cover the cost of the supplied materials.

If you are interested in enrolling or would like further information, please contact the Distance Learning Team on 01743 653355 or email This email address is being protected from spambots. You need JavaScript enabled to view it. . We will advise you about the course, how to study, examinations if relevant, and tutor support. Please note: If course fees are applicable, then they will be payable at the time of your enrolment.