Fundamentals of Customer Service

This introductory online customer service training programme is ideal for newcomers, with no prior knowledge or experience required.  This course consists of the following units:

Module 1: Foundations of Modern Customer Service

This module introduces the principles of modern customer service, focusing on its role in business success and the impact of service quality on customer loyalty. Learners gain an understanding of service culture and customer expectations.

Our exclusive Level 1 Customer Service Award could pave the way for more advanced studies at a higher level, or serve as a stepping-stone for a future career in customer service. If you already work in a customer service setting, targeted studies could broaden your skills, knowledge and confidence. Entry-level positions in customer service typically attach salaries of around £18,000 - considerably more for managers and leadership personnel.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

What is HR now called?
HR is commonly referred to as People Operations or People and Culture, emphasizing a more human-centric approach to workforce management.

What are the 5 pillars of PM?
The five pillars of project management include Initiation, Planning, Execution, Monitoring & Controlling, and Closing. These principles help ensure successful project delivery.

What’s HR short for?
HR stands for Human Resources, which involves managing people, workplace culture, hiring, and employee relations within an organization.

How to not complain?
Focus on solution-oriented thinking, express concerns constructively, and practice gratitude. Reframing negative thoughts can reduce the urge to complain.

What is the difference between complains and complaints?
“Complains” is a verb (e.g., "She complains often"), while “complaints” is a noun (e.g., "We received multiple complaints").

Do I need any qualifications to join this course?
No, this is a beginner-level course, and no prior qualifications or experience are required.

Is this course suitable for school leavers or career changers?
Yes, it's ideal for those entering the workforce or considering a transition into customer service roles.

How long does the course take to complete?
The course is self-paced and can typically be completed within a few days to a couple of weeks, depending on your schedule.

Will I receive a certificate upon completion?
Yes, upon successful completion of both modules and assessments, you will receive a QLS Level 1 Award in Customer Services.

Does the course include practical customer service scenarios?
Yes, the course includes real-world examples and communication exercises to develop hands-on customer service skills.