Customer Service

Customer Service

Course Details

Course length:
This course is delivered over 4 sessions, with each session lasting 2 hours, giving a total of 8 hours of learning.

What is this course about?

This course focuses on the knowledge, skills and behaviours needed to provide effective, professional and customer-focused service. You will explore customer expectations, service standards and how to respond confidently and professionally in different situations, including challenging ones.

You will also learn about customer rights, responsibilities and consumer protection, and how these influence good customer service.

Who is this course for?

This course is suitable for:

• People new to customer service or customer-facing work
• People returning to work or changing roles
• People already working in customer service who want to improve their confidence and skills
• Anyone who wants to better understand customer expectations and professional communication

No previous qualifications or customer service experience are required.

What will I learn?

By the end of the course, you will:

• Understand what good and excellent customer service looks like
• Recognise how customer service behaviour affects the customer experience
• Develop clear and professional communication skills
• Build confidence in handling complaints and difficult situations
• Understand customer rights and basic consumer protection
• Reflect on your own strengths and areas for development
• Apply your learning to real-life customer service situations

Course Format

The course is interactive and practical. Sessions include:

• Short input from the tutor
• Group discussions and shared experiences
• Reflective activities
• Real-life customer service scenarios
• Quizzes and short tasks
• Time for questions and discussion

What support will I receive?

You will receive a Knowledge Organiser to support your learning throughout the course. You can use this as a reference guide and a place for notes and reflection, both during and after the course.

What will I gain from Customer Service?

By completing the course, you will gain:

• Greater confidence in customer-facing situations
• A better understanding of customer expectations
• Stronger professional communication skills
• Practical strategies for dealing with complaints and challenging situations
• An understanding of customer rights and consumer protection
• Skills you can apply to real-life customer service situations

 Will I Be Assessed?

You will be asked to complete some course paperwork during the session. This helps record your learning and supports your learning journey and achievements.