Qualifications in Customer Service will develop knowledge and skills in key areas of the industry such as delivering customer service, customer retention, resolving customer problems, business principles, and managing own performance and professional development. A customer service qualification is highly valued by a variety of employers in the Service Related Sector including those within the Telecommunications, Public Services/Sector, Contact Centre Operations, Voluntary Sector and Community and Social Enterprise industry.

Customer Service

Understanding customer service in the retail sector will suit you if you work or would like to work in the retail and you want to increase your skills, perhaps to prepare for another qualification or a role where you have more responsibility. The purpose of these courses is to provide learners with the knowledge and understanding of retail customer service.

For more information on the following qualifications please call on 0208 885 9475 or contact us

These courses may form part of a funded Apprenticeship Programme of study* – click here for more details, or part of a fully funded single qualification.

Level 2 Diploma in Customer Service

The Diploma in Customer Service Level 2 is for candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing

Mandatory Units

  • Deliver customer service
  • Understand customers
  • Principles of Customer Service
  • Understand employer organisations
  • Manage personal performance and development
The Level 3 Diploma in Customer Service
The Level 3 Diploma in Customer Service is for candidates who will be delivering and managing service and will be accountable table in the area of practice. Candidates will be working without direct supervisions or on their own, such as in a commercial customer service environment

Mandatory Units

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of business
  • Manage personal and professional development
  • Resolve customers’ problems
Focusing on the importance of communicating with customers and creating positive initial impressions, our courses also introduces learners to the different types of customer complaints and problems, and how to resolve them. Learners who are interested in working in the retail environment need to understand how important customers are to a business and how customers quickly form an impression of the business, and to understand how to communicate effectively and adapt to different customers and situations.

The City & Guilds Customer Service has been designed for learners to demonstrate a practiced set of skills when carrying out customer service operations including managing performance improvements in service delivery, customer satisfaction, customer loyalty and reliability. It develops learners’ knowledge and understanding of the principles that underpin working in a customer service environment including understanding customer retention and the principles of business.

*Eligibility criteria applies

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