Introduction to Customer Services – Entry 3

Improve understanding of customer service, brush up on communication skills, establish a basic knowledge of handling customer queries and improve prospects of being successful in a customer service role

  • Eligibility

    • Must be 19+ as of the 31/08/23
    • Have the right to work in the UK, proof of ID
    • Be either unemployed or earning less than £25,6642.50
    • Must live in a London Borough


    To access this course you will need:

    • Good general communication skills in English
    • English literacy proficiency at Entry Level 3 or above
  • Cost

    Free *subject to meeting eligibility criteria*.

  • Qualification

    Certificate for Introduction to Customer Services

  • Level

    Entry Level 3

  • Duration

    6 days

  • Timings

    9.30am – 3.00pm (Weekdays)

  • Delivery Locations

    Hayes Campus: College Way, Hayes, UB3 3BB
    Harrow on the Hill Campus: Lowlands Road, Harrow, HA1 3AQ
    Richmond Upon Thames College: Langhorn Dr, Twickenham TW2 7SJ

Next course starts on:

  • Date: TBC
  • Time: 9.30am - 3.00pm
  • Location: Hayes and Harrow on the Hill campuses
  • Delivery type: Classroom delivery

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  • Find out more about this course

    Who is it for?

    Individuals who are looking to improve prospects of being successful in a customer service role.

    What you can do after completing the course?

    • Progress to a Level 2 Customer Service course
    • Pick up another training course with HCUC to further develop your skills
    • Get into part-time / full-time employment
    • Start an Apprenticeship

    Course summary

    Customer Service – Skills Covered Summary

    • Improve understanding of customer service, brush up on communications skills, establish a basic knowledge of handling customer queries and improve prospects of being successful in a customer service role
    • Each learner will be assessed in all modules taken and create a portfolio of evidence for the awarding body

    Introduction to Customer Service

    • Know basic customer service terms
    • Know the customer service process and its importance
    • Be able to learn from own experience of customer service

    The customer service job role

    • Know what the delivery of good customer service involves
    • Know the requirements of an entry-level customer service job
    • The outline of a job involving customer service that may be accessible after gaining experience at entry level

    The importance of appearance & behaviour in a customer service environment

    • Know the dress requirements in customer service jobs
    • Know how general appearance affects the way customers react
    • Know how to interact with customers

    Legislation, regulation & procedures to follow in customer service

    • Know organisational procedures for customer service
    • Know how to protect the security of property and information when delivering customer service
    • Know the health and safety rules that relate to a customer service job
    • Know the relevant external rules in a customer service job

    Communicate effectively with customers

    • Know the importance of speaking clearly to customers
    • Know the importance of listening actively to customers
    • Know the importance of using information from customers to contribute to good customer service

    Handling telephone calls from customers

    • Know how to greet customers calling on the telephone
    • Know how to deal with customers calling on the telephone
    • Know how to deal with communication problems whilst on the telephone

    Effective relationships with customers and colleagues

    • Know how to relate effectively to customers
    • Know how to relate effectively to colleagues in a customer service team
    • Know the importance of positive body language when dealing with customers and colleagues