In the UK, customer service training courses are very popular with employees from all sectors.

This qualification aims to provide your employees with an understanding of customer service skills, including conflict resolution techniques, business markets, financial management, marketing and the legal requirements of businesses. 


Unit 1: Understand the customer service environment

In this unit your employees will receive a fundamental understanding of the concepts and practices that underpin customer service delivery. They will learn 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.

Unit 2: Principles of business

This unit will develop your employees’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. They will also learn the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.

Unit 3: Understand how to resolve customers’ problems and complaints

In this unit your employees will increase their knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. They will develop their understanding of negotiating techniques, enabling them to successfully resolve issues and learn how these impact upon customer loyalty and enhance business performance.

Unit 4: Understand customers and customer retention

This unit will establish your employees’ understanding of the concept of the ‘customer experience’. They will explore the benefits of customer retention and loyalty and how to measure and analyse performance data.

Unit 5: Understand how to monitor customer service interactions and feedback

In this unit your employees will learn the techniques needed to monitor the quality of customer interactions and gather information and provide feedback on performance to colleagues. They will learn how to analyse feedback to recommend improvements to customer service.

Unit 6: Understand how knowledge resources and service partnerships are used to support customer service delivery

In this unit your employees will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. They will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.

Unit 7: Understand equality, diversity and inclusion in the workplace

In this unit your employees will learn about equality, diversity and inclusion in both personal and organisational situations, including updating their knowledge of current legislation.


  • You will see improved staff retention

  • Employees will achieve a nationally recognised level 3 qualification.

  • Employees can learn from their own home, in their own time

  • Employees get access to award-winning learning and assessment materials

  • Employees will receive subject specialist support from a Tutor and access to a Learner Support Advisor for everyday queries

  • Funding available – speak to one of our team for more information and to see if your staff are eligible