Broadly comparable to SCQF Level 5


Flexible start date




  • Business & Management


  • Online

Why take this course?

Suitable for learners currently working in a customer–facing role, or looking to gain employment in a role which requires customer service skills, this course has been created by industry experts to help learners develop and improve the practical skills needed to deliver effective customer service.

Learners will be introduced to key principles of customer service, communication techniques and different approaches for resolving problems. Learners will also gain an understanding of different organisational structures and current sales and consumer–related legislation.

Learners who achieve this qualification could continue their learning with other related level 2 courses, or progress further to level 3 qualifications.

What you will experience

This qualification is ideal for anyone who is currently working in a customer facing role, or anyone who is looking to get a job where the role involves customer service knowledge as a key component of the position.

This course is split into seven manageable units:

  • Unit 1: Principles of customer service and delivery
  • Unit 2: Understand customers
  • Unit 3: Understand employer organisations
  • Unit 4: Understand how to communicate with customers
  • Unit 5: Understand how to handle customer information
  • Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
  • Unit 7: Understand how to develop customer relationships