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This course is offered as part of our annual Festival of Adult Learning celebrations. All courses are completely free of charge and contain a short nationally recognised qualification.

This course is designed to explore customer service skills in a range of different settings. The course will look at the benefits of positive customer service and the consequences of poor customer service. Learners will look at verbal and non-verbal interaction with customer, as well as the value and importance of a positive first impression. Learners will discover how to respect customer needs and deal confidently with complaints. This course will also cover the importance of time management, how to manage time effectively and how to use time management skills in order to reduce stress.

This course is perfect for any learner going in to a customer facing job for the first time, any learner returning to work after a period away or anyone just wanting to improve their own customer service skills, or improve their CV.

By the end of the course, the learner will be able to:

  • Outline why good customer service is important for an organisation
  • Identify examples of good customer service practice
  • Outline how poor customer service can impact the organisation, customers and staff
  • Outline why it is important to make a positive first impression and how to do in different situations, such as over the phone, in writing and face-to-face.
  • Identify appropriate and inappropriate ways of communicating verbally with customers.
  • Give examples of types of nonverbal communication
  • Outline why it is important to maintain customer confidentiality.
  • Outline ways in which they can respect individual customer needs.
  • Identify the types of complaints commonly made by customers.
  • Identify appropriate people that need to be informed in response to a customer complaint.
  • Identify the details of a customer's complaint that need to be recorded.
  • Provide examples of two positive ways of dealing with customer complaints.
  • Record the number of hours he/she spends over a three-day period on the following activities: (a) sleeping (b) eating (c) working (d) studying (e) socialising.
  • Give two examples of activities for each of the following uses of time: (a) productive time (b) maintenance time (c) leisure time.
  • Outline what is meant by time management.
  • Identify how he/she uses time management skills for his/her use of time for two priorities in his/her daily life.
  • Give two examples of physical symptoms of stress.
  • Give two examples of emotional reactions to stress.
  • Give two examples of ways people suffering from stress might behave.
  • Identify how time management can help reduce stress.
  • Outline a plan of his/her time that will avoid hectic and potentially stressful schedules.

Entry Requirements

There are no formal entry requirements for this course.


There are no specific skills required for this course.


Upon successful completion of this course, students will be awarded the Entry 3 Award in Learning, Employability and Progression for Customer Service skills.


Progress on this course will be tested through answering handouts, informal quizzes/tests, observation, peer and lecturer feedback, presentation and marked written work. Students will create a portfolio of work which will be assessed internally by Newbury College and also externally via the awarding body.

Home Study

Students will not be set homework.

Work Placement

Students do not need to be in relevant work to undertake this course.


Students can progress onto other related courses including Level 2 Certificate in Principles of Customer Service.

Fees and Additional Costs

There are no additional costs associated with this course.

Additional Information

AE3LEP/DF 181940 13/05/2019 10/06/2019 13:00 to 15:00
Monday Newbury £.00 Apply Now
Please be aware that this course has already started. Please call 01635 845000 for availability or alternative courses.

*Please note, where a course is longer than a year, the fees stated are for the first year. Concessions are only available on tuition and do not apply to any additional registration, examination and/or materials fees. Where we have been unable to provide information on additional costs, these fees will be discussed with you prior to enrolment. For details of fee remission for learners over 19 and 24+ loans click here. If you think you may be entitled to a concession or fee remission, or you would like more information on the additional costs associated with your chosen course, please contact us on 01635 845000 or email

Course fee information


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Alternatively you download and print an application form, call us on 01635 845000 or come in and speak to a member of our Information Services Team.

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