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Certificate In Principles of Customer Service

This qualification enables learners to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information. This course is suitable for anyone who is interested in customer service, and those who are hoping for career progression or employment opportunities in the customer service industry.

This qualification aims to give you the knowledge required to work in a range of different environments in a customer service role. It will help you to develop essential knowledge, and show you how to apply this knowledge in a variety of industries and job roles.

Unit 1 – Principles of customer service and delivery
This unit provides you with an understanding of customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service information are also covered.

Unit 2 – Understand customers
This unit will provide you with an understanding of the different types of customers. You will understand the relationship between good customer service and customer loyalty, and how this affects the organisation in terms of reputation and image.

Unit 3 – Understand employer organisations
This unit ensures that you understand organisational structures and the differences between the private, public and voluntary sectors. You will be able to describe the internal and external influences on organisations and why change within the business environment is important.

Unit 4 – Understand how to communicate with customers
In this unit you have the opportunity to increase your knowledge of communication techniques. You will identify and adapt your communication styles in order to offer the best customer service. You will increase your knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.

Unit 5 – Understand how to handle customer information
This unit develops your understanding and knowledge of customer service information systems and handover procedures – you will be able to record, retrieve and process information. You will also plan and carry out handovers with colleagues in line with organisational procedures.

Unit 6 – Understand how to resolve problems and deliver customer service to challenging customers
This unit provides you with an understanding of how to deal with challenging customers and describe techniques to resolve problems. You will be able to identify customer service problems, agree solutions to problems, and manage unresolved problems by referral to other sources.

Unit 7 – Understand how to develop customer relationships
This unit provides you with an understanding of how to develop customer relationships and the value of customer loyalty and retention to the organisation. You will be able to describe how customers form expectations of the service they receive and explain the limits of their own authority in implementing improvements.

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Anytime from Aug 2021 : Distance Learning : Part-time
Course Code : CMNX0029/21/AE
Level : Level 2
Duration : 18 Weeks

Cost : Free *

Distance Learning Apply

Course details


Each unit is assessed through short answer questions of at least one paragraph. Assessments are completed online via our online assessment platform or you can request paper-based assessments that you will need to post back to us.

Entry Requirements

You must be over 19 and have been resident in the UK for at least three years.

Aged 19 – 23 must hold a full Level 2 qualification.

This is a knowledge-based qualification and therefore a good level of literacy, reading and writing is essential.


You can enrol onto other Level 2 subject specific qualifications or progress onto higher level courses.

Facilities and resources

For learners wishing to study fully online, full details on how to access the platform will be emailed after your induction call.

For those requesting workbooks with online assessments, your books will be posted to you after your induction call. Once you have received these you will be emailed full details to access the platform.

If you want to complete the paper-based assessments you will have the option to request these when you enrol.


Q: How long will this course take to complete?

A: This is a distance / home study course, so you can study at your own pace and at a time to suit you within a 9 week period. A subject specialist tutor will be allocated to you and you can email them should you have any questions relating to your course. It is important that you can work independently and be dedicated to set time aside each week for your studies, we recommend that you allow a minimum of 8 to 10 hours a week. Remember that your study time counts towards your CPD – Continuing Professional Development.

Q: How much does this course cost?

A: There is no cost for this qualification. However, if you do not complete your course inside the agreed timescale without a valid reason there will be a charge of £125.

Q: How do I apply?

A: To apply for this course click the “Apply Now” button or for further information call our Distance Learning Team on 01271 852354 or email pddistancelearning@petroc.ac.uk

Apply for this course

Staring Date : 01/08/2021
Course Code : CMNX0029/21/AE Distance Learning Apply

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Petroc offers high quality education and training across North and Mid Devon. We provide outstanding learning, excellent facilities, strong connections to employers and a supportive environment to help you fulfil your education goals and set you on your path to the career of your dreams.

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