Adult Skills and Community Learning

It takes someone special to work in customer service. It's very rare that satisfied customers contact a company to praise their product or service. Instead those employees working in customer service communicate with people who have a problem. Our customer service course covers the basics of how to deliver a great customer experience. It'll help anyone who wishes to gain good customer service skills. They can then start a career in a customer service environment.

If you're wanting to move into employment in a customer service role, then try out our introduction to customer service course. This will help you see if working in customer service is for you. Good customer service skills are needed by employers in a wide range of job roles. Our introductory course is delivered in a helpful, friendly and professional environment.

Course content

This course is to help you gain an understanding of the basic elements of how to deliver an excellent customer experience and it will equip you with the necessary skills to work and support customer service delivery. At this level you will develop your knowledge and demonstrate your customer service skills. This course is ideal if you have no previous experience and want to gain those skills to work in employment that deals with members of the public. This course is accredited and following a successful assessment you will achieve:
Level 1: Certificate for introduction to customer service

This course will enable you to:

Develop your understanding and demonstrate your customer service skills in the following areas:

  • Different roles that benefit from customer service skills
  • Legislation, regulation and procedures that are important in customer service
  • How to deal with queries and requests
  • Communicate effectively with customers both face-to-face and over the telephone

Assessment is portfolio based consisting of 5 written assignments, each one approximately 500 words, along with 3 observations to support skills and knowledge.

You'll also develop the following skills for work:

  • Work as part of a team, sharing ideas and motivating peers to complete a task
  • Have a positive attitude to plan your own work and complete it effectively within a timeframe
  • Be a good listener and follow instructions accurately
  • Be resilient and have the ability to stick with a task, even if things don’t go to plan, and learn from setbacks
  • Literacy and numeracy skills will be supported throughout the course

Course delivery

  • 1 day a week for 12 weeks.
  • Face to face in classroom setting

Expectations and support 

  • To complete a minimum of 60 minutes of individual tasks between each session
  • To complete 5 written assignments of approximately 500 words each
  • To be observed on at least 3 occasions carrying out customer service tasks
  • Tutor and peer support using Teams – an online tool where you will access resources, participate in discussions, and submit work when applicable

What do you need?

  • A mobile phone to verify the Office 365 account
  • Access to a laptop, desktop or similar to complete your work. You don't need Microsoft Office before the start of the course as you will be given full access to an Office 365 account at the first session. A Chromebook will not support you on this course as it does not allow offline access to Office 365
  • Folder, paper or notebook and pen
  • To attend all sessions

Entry requirements

You'll have already completed the following with Adult Skills and Community Learning:

  • Information Advice and Guidance and initial assessment on the BKSB Software

The level that you study will be determined by your initial assessment results. 

Course fees

The fee for this course is £300.60. Fees include all course resources and admin costs. Fee remission is available for learners in receipt of means tested benefits, or low income, please contact us for more details.

How to apply


  • Introduction to Business Admin – Entry 3
  • Microsoft Applications – Level 1
  • Essential Digital Skills for Work and Life – Entry 3
  • Essential Digital Skills for Work and Life – Level 1

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