Principles of Customer Service


13 Weeks


About the Course

An intensive, distance learning programme designed to provide the underpinning knowledge that is required to work in a range of environments in a customer service role. By enrolling on this course, you’ll develop essential knowledge of how to carry out a customer service role, learn how to meet the needs of internal and external customers, and how to apply your new knowledge to a variety of industries and job roles.


This course is designed for people who work in a customer service role who wish to develop their knowledge, understanding, and skills further, or those who are seeking to gain employment in a customer service role.


These courses are delivered by online learning via our Equal platform, with 1:1 coaching from our team of expert tutors.


Enrol Online

Course Overview

As part of the online Principles in Customer Service course, you will develop Knowledge, Skills and Behaviours in the below areas:

  • Principles of customer service
  • Understanding customers and employer organisations
  • Understanding communication with customers, both verbally and in writing
  • How to process information about customers
  • How to resolve customer service problems and challenges
  • Understand how to develop customer relationships.

Course Delivery

Self-directed study

In studying through an online course, you will be expected to do a significant amount of self-directed study. We’ll support by structuring the online Equal platform to give you manageable deadlines to keep you progressing through the units to ensure you achieve the qualification.


We would recommend you set aside a minimum of 5 hours per week over the duration of the course to ensure you are successful.


Should you need support or further explanation of a topic after completing the online learning / reading, you will have access to a dedicated tutor who will be on-hand on the phone or email to answer your questions.



You will be matched with an experienced Tutor and Learning Support Assistant (LSA) who will be your guide through the programme. They will work with you to help you set your objectives for what you want to get out of your participation. You will have a minimum of 2 structured progress reviews with your Tutor/LSA through the course. However, they are of course on hand throughout to deal with any questions as they arise.



Throughout the qualification you will be continually assessed against the qualification’s unit criteria. The online Equal platform contains all of the assessments and will prompt you to complete each assessment after completing the relevant section of e-learning.


Your Tutor will review all submitted work and provide you with feedback to help you further improve your understanding.

How You Will Benefit

  • Develop your understanding of issues such as customer service legislation, policies, and processes
  • Learn how to deal with customer problems
  • Gain knowledge of how information is managed in business organisations
  • Develop an understanding of the requirements of written and verbal customer communication
  • Learn the principles of effective teamwork
  • Enhance your future career development.

Entry Requirements

We highly recommend that you have access to a laptop or desktop computer to best enable you to complete the assessments.


You should have a Level 2 qualification in English, either a GCSE grade C / 4 or above, or something equivalent.


If English is your second language, we highly recommend that you complete an ESOL course before enrolling for this qualification.

Learner Journey

During your online course, you’ll work through a series of units to achieve your qualification. For more information, please download our Learner Journey map.


Download learner journey map

Contact for further information

for more information and to apply please call 01462 471041 or use the form below.

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