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Certificate In Principles of Customer Service

More than 80% of business leaders in the UK believe that customers are not only the biggest pressure point for businesses, but also the most influential drivers of change. Ultimately, the customer service industry is one of the most popular and rewarding industries to work in.

This nationally recognised qualification will help you gain and develop a career in the customer service industry, and will provide you with the knowledge and skills which are essential to all job roles that involve working with customers. Do you want to work in this competitive yet exciting
environment? Complete this course to get ahead of the competition by exploring important aspects of the sector.

Units covered in this programme include:

– Understand the customer service environment
This unit provides you with a fundamental understanding of the concepts and practices that underpin good customer service delivery. You will develop an understanding of how customer service is used as a competitive tool, the importance of branding and customer perception and the potential impact of good and bad customer service.

– Principles of business
This unit will develop your knowledge of business markets, innovation and growth, financial management and the principles of marketing. You will discover and understand the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.

– Understand how to resolve customers’ problems and complaints
Within this unit, you will increase your knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. You will also develop your understanding of negotiating techniques, enabling you to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.

– Understand customers and customer retention
This unit will establish your understanding of the concept of the ‘customer experience’. You will explore the benefits of customer retention and customer loyalty, as well as developing knowledge of how to measure and analyse performance data relating to sales performance.

– Understand how to monitor customer service interactions and feedback
This unit will provide you with the techniques needed to monitor the quality of customer interactions. The ability to use and identify techniques in order to gather required information and provide feedback on performance to colleagues is also explored in this unit.

– Understand how knowledge, resources and service partnerships are used to support customer service delivery
Throughout this unit, you will gain a comprehensive understanding of a customer service knowledge base, enabling you to identify the content requirements of resource materials. You will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.

– Understand equality, diversity and inclusion in the workplace
This unit will increase your understanding of equality, diversity and inclusion in both personal and organisational situations including updating your knowledge of current legislation. You will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.

Apply for this course

Anytime from Aug 2021 : Distance Learning : Part-time
Course Code : CMNX0022/21/AL
Level : Level 3
Duration : 20 Weeks

Cost : Total Fee £1265

Distance Learning Apply

Course details


This course is only available fully online. Each unit is assessed through short answer questions of at least one paragraph. Assessments are completed online via our online assessment platform.

Entry Requirements

To enrol on this qualification we would expect you to hold a Level 2 qualification in Customer Service and have some experience of working in a senior customer service role.

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

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

After your induction call you will receive an email link to the learning platform which will contain your learning materials, assessments and study plan.


Q: How long will it take to complete this course:

A: This is a distance / home study course, so you can study at your own pace and at a time to suit you, within an 18 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.

Q: How many hours a week will I need to study?

A: 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 7 hours a week. Remember that your study time counts towards your CPD – Continuing Professional Development.

Q: Can I get any support with paying for this course:

A: This course can be funded through the governments advanced learner loan scheme – visit https://www.gov.uk/advanced-learner-loan for more information

Apply for this course

Staring Date : 01/08/2021
Course Code : CMNX0022/21/AL Distance Learning Apply

Why Petroc should be your first choice

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.

Photo by Guy Harrop. Pic of Petroc college students, Devon

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We offer a supportive and inclusive environment where you can flourish and feel a valued member of the college and wider community. 


Our teaching spaces and facilities are some of the best in the region, providing stimulating and true-to-life learning environments. 


We’ll provide you with the experiences you need to be ready for employment or the next step on your educational journey.