Customer Service Skills Unit Award Certificate

What is special about this course?

Customer service is all about providing customers with what they want.

Businesses should always be thoroughly prepared to provide consistent levels of information and service - trying to exceed rather than just meet the expectations of their customers. Getting this right is crucial; there is competition and choice in every area of business and it is well known that a satisfied customer not only comes back, but also recommends you to others.

You or your staff may be serving breakfast, providing information, giving advice, or be in the retail sector. Whatever the role, if the first point of contact with customers is well handled then business will benefit.

Cost £50

Costs include learning materials and certification from SQA.

Entry requirements

There are no formal entry requirements. However, you should be either working in a customer facing role, or be able to participate in work experience or placement activity.

This one day course will help to highlight the importance of good customer service and give practical ways to ensure that your customers have the best experience possible. It is split into four areas:-

  • Introduction to Customer Service: Looking at what service is and why it is important
  • Effective Communications: Questioning and listening techniques, effective and ineffective communication skills
  • Presenting a Positive Professional Image: First impressions, identifying and using appropriate body language
  • Handling Customer Complaints: Why customers complain; resolving difficult customer complaints and handling complaints positively

How will I study my course?

  • Short course

How long will my course last?

1 Days

This is a one day course. You are required to attend the whole session.

After the one day course, an observation will be organised in the work place to complete the criteria of the course and to see the candidate dealing with customers in a positive way.

Start date

This course is available at various college centres, contact us for further information.

How much will my course cost?

The cost of the course is £50

Costs include learning materials and certification from SQA.

What funding can I apply for?

If you already have a Skills Development Scotland Individual Learning Account (ILA) then you can enrol on a course until 30 June 2017 as long as the course commences no later than 30 September 2017.

From October 2017, the scheme is being refreshed. For more information on how to apply for a new Individual Training Account (ITA) from Skills Development Scotland, go to:

What can I do on completion of my course?

On successful completion of the course you will gain an SQA Certificate in Basic Customer Service Skills. You could progress with other hospitality related courses.

Is there more information available online?

You can use the above QR code to connect directly to the course details.

Apply for Customer Service Skills Unit Award Certificate

To apply for this course, please contact your

local college centre.

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