Certificate in Principles of Customer Service
| Mode of study | Distance Learning |
| Duration | 12 Weeks |
| Campus | London Road Campus |
| Course code | PLR2ODL042 (2324) |
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Who is it for?
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.
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Entry Requirements
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.
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What does the course involve?
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.
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How is the course assessed?
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.
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Additional Notes
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.
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What do I do next?
If you are ready to enrol, please click the enrol button at the top of this factsheet. If you would like further information, please contact the Distance Learning Team on 01743 342355 or email odlenquiries@scg.ac.uk
Depending on where you live, this course may incur fees - please check your home postcode in our postcode checker above, to see if you are eligible for funding. Following your enrolment, we will contact you with further information on your study, submitting assignments and tutor support.
How to enrol on a Distance Learning course
Giles Morgan
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Previous School: Church Stretton School
I liked the small business planning part of the course most of all. We were taught the basics of how to start your own business up and the financial planning that goes into that, so the course has given me ideas about how I could organise my own business and move forward in the right direction. My mum runs her own small catering business and I want to start a similar business of my own when I finish college.
Lewis Revitt
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I have come to the end of my apprenticeship and have gained not only practical joinery skills but also life skills such as organisation and communication. I have learnt how to work safely and well in a team environment. This apprenticeship has been a brilliant way to earn and learn along the way and has set me up with skills and qualifications to carry me through the rest of my working life.
Luka Freeman
Business Apprentice at Kingsland Financial
I tried the Business Administration Apprenticeship without a lot of work experience or relevant qualifications and very little confidence. My employer gave me a safe and stable environment to learn new and different skills and liaised with the college which tailored the qualification modules to suit my job role. It was an excellent route for me because it gave me the opportunity to learn new skills I had never imagined I would be good at.
Charlotte Tobulevicius
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The HNC has provided me with a thorough understanding of business fundamentals, which I have been able to translate into my working life as a Marketing Executive. Having started in this career less than two years ago as an entry level Communications Coordinator, I have already received a promotion and have undertaken increased levels of responsibility.
Josh Smith
Level 3 Extended Diploma in Business
Previous School: Lakelands Academy
I like that the course is assignment based, which suits my skills a lot more than doing exams. There are also a lot of practical elements to the course which I really enjoyed, like doing presentations, creating displays and taking part in class debates. The course has given me a good understanding of how businesses work, and it’s been my steppingstone into employment. I’ve got an apprenticeship in a recruitment business in Shrewsbury set up for after I leave college.
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