Principles of Customer Service

Deliver effortlessly brilliant customer service. Garner a great reputation, retain life-long customers and deliver an excellent service every time. Our Customer Service course will give you the expertise to land and excel in your next consumer facing role.

About the course

Course starting dates To be advised
Course length This is a two week course
Certified Awarding City & Guilds
Lesson times Your daily Zoom session, with our experienced and dynamic tutor, runs from 9:30am to 4:30pm (with a one hour lunch break).

A two week course that has been carefully designed to provide you with the Customer Service skills and knowledge that employers are looking for in new recruits. You will learn key concepts that could set you up for a successful career in customer service.

Plus we’ll provide post-course employment assistance: get access to specially sourced job opportunities, and 1-to-1 advice on career direction, CVs, job applications, and more!

By the end of this course, you'll have:

  • Understand what contributes to good customer service and be familiar with common customer service terms and processes
  • Effortlessly deal with customers face-to-face and over the phone
  • Go the extra mile in delivering an exceptional customer experience
  • Use questioning techniques to appropriately manage customer requests and queries
  • Work effectively within a team to support the delivery of customer service

Course Content

The way you present yourself can leave a lasting impression on customers. You’ll learn how to create the right impression by dressing in a way that meets customers’ expectations and communicating in a professional manner.
You’ll discover how to comply with legislative and regulatory requirements and follow organisational procedures involved in delivering customer service. You’ll learn how to carry out common procedures in customer service, such as taking payment, processing refunds, and securely storing information. Additionally, you’ll examine the health and safety rules that relate to customer service.
Learn how to use your knowledge of products and services to deal with customer queries and requests. You’ll explore the difference between products and services, how to identify key product benefits and features, and share your knowledge with customers. Plus, you’ll also learn the preferred answers to customers’ commonly asked questions and queries.
Understand your role in a customer service environment. Throughout this unit, you’ll explore different customer service based jobs, what customers expect from someone doing these jobs, and how to identify a path for career progression.
You’ll gain an understanding of how the way you communicate impacts the customer service experience and develop skills for communicating with customers in a polite and professional way. You’ll learn how to develop a customer conversation, actively listen to their needs, respond to customer requests and use body language to create a positive experience.
You’ll explore the factors that contribute to effective customer service and become familiar with common customer service terms and language. You’ll study the connections between customer service, customer expectations and customer satisfaction, and learn how to deliver a great customer experience through teamwork.
Discover what’s meant by the customer service experience in this unit. You’ll examine the customer service delivery process, learn how to develop rapport with customers, and draw upon personal experiences to gain a deeper understanding of what constitutes a good customer experience.
Develop a polite and friendly approach to working with customers. Learn how to impress customers with your professionalism, responsiveness and consideration. Plus, you’ll have the opportunity to practice interacting with different types of customers in different situations.

Next Steps

Simply complete the short form on the right. You'll then immediately be able to complete your Fast-Track online registration.

This registration process will confirm your eligibility to have your qualification 100% government funded.

Join 60,000 other learners who have chosen to upskill with Strive Training - register now!

Frequently Asked Questions

Our Home Learning courses take place from the comfort of your home!
You will need a Laptop/Home PC with internet access. You cannot participate using a phone.
No, you don’t need to attend our training center for any of our Home Learning courses. (Note that under normal circumstances we deliver various classroom-based courses from our training centers in Croydon, Harrow and Tottenham - learn more at
Yes, anyone who is unemployed can enroll on any of our courses, subject to eligibility.
No, you can start when you are ready and enroll when you are ready.
You can enroll on one course at a time, but you can do as many as you like to achieve your career goals. We are happy to give you information, advice and guidance on any courses you wish to complete.
Yes, there are further courses that will become available in due course, we will be keeping our website updated regularly, but if you would like to be notified please email us at
We continually try to make learning simple and transparent. Learning through our online platform is incredibly easy and you can navigate around your qualification quickly and access all the learning materials as soon as you login. Your studying should be about what you learn, not how you learn it. Which is why we make the entire process as simple as possible to help you adjust to learning online.
All our Home Learning courses are assignment based, you will need to complete assignments for each of the units of the qualifications and submit them to your assessor.
Of course. All our courses are accredited courses and you will receive a nationally recognised certification on achievement. You will receive a digital version of your certificate, inline with our commitment to sustainability.
The Awarding Bodies takes between 8 -12 weeks to process certificates. For all queries regarding certification please email us on When contacting us please include the following information: • Full Name • Title of the qualification • Contact details and address.

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