Certificate in Principles of Customer Service SL5

**Once you have enrolled, you will receive access to this course from 7th September**

What will I learn?

This course is ideal for those who wish to develop their knowledge and understanding of customer service. The course is designed for individuals who are looking to work in, or progress within, a customer-facing role.

Customer service skills are essential across a wide range of sectors including retail, hospitality, business and public services. Employers value individuals who can communicate effectively and deliver positive customer experiences.

The course will explore the principles of delivering high-quality customer service, understanding customer needs, and communicating effectively. You will also gain knowledge of how to manage customer information and resolve problems professionally.

Topics covered in this course include:

• Understand Customers
• Principles of Customer Service
• Understand Employer Organisations
• Communicate with Customers (Verbal and Written)
• Process Customer Information
• Resolve Customer Service Problems and Challenges
• Develop Customer Relationships

This is a fully online course, designed to be flexible, allowing you to study at a time that suits you.  Target submission dates are provided to support your progress and can usually be adjusted if needed. 

The course is assessed through short essay-style responses that demonstrate your understanding of the subject. All coursework must be complete by course end dates. 

You will receive an email with a login to access the course and assessments.  On successful completion you will receive a West College Scotland e-Certificate.

What qualifications do I need?

As the course is online you will need basic IT skills, access to internet facilities and a suitable device such as a laptop or tablet.  If you don’t have access to equipment at home, you may be able to use local library services, or if you’re local to West College Scotland, our campus libraries.

You can only undertake one SL5 or 6 course at a time.

This course does not require a personal statement.

What can I do after?

On completion of this course, learners may progress to further study in business, retail, administration or customer service-related qualifications.

It is also a good starting point for those individuals who are interested in entering a career as a customer service assistant, retail, or call centre advisor.

Programme Information

SL5  is comparable with SCQF Level 5

Start Date: This course is available on an open basis throughout the session.  Once your enrolment is processed your course will start 7-10 days later when you have received your logon information.

Course Hours – 200

No of Weeks – 20, that’s just 10 hours per week

You could complete in 10 weeks or use the full 20 weeks- it's up to you.

Please be aware that you could be withdrawn from your course if submission dates are vastly overdue. If at any point you are struggling with deadlines you should contact us for an extension which we will assign where possible

On successful completion and confirmation, you will receive your course e-certificate online which you can print and/or save for your records. Please note a fee may be required if a hard copy certificate is requested.

Cost:

This course is fully funded for individuals who meet the eligibility criteria:

• Resident in Scotland for 3+ years and has not studied the course previously.

If you do not meet these criteria, you can enrol but the course fee will be applicable.

Companies looking to undertake this course for multiple staff or as part of a funded workforce training plan, should contact Online Learning Contact Form.