Entry requirements
Previous knowledge or experience would be of benefit but is not essential.
Why take this course?
Providing a good customer service experience is vital for a successful company.
Whether you are an individual wanting to develop your customer service skills to gain employment or benefit your job role, or an employer looking for a customer service training course for your staff, this course has you covered.
What you will experience
Course content:
Section 1: The principles of customer service in an organisation – Learn about the policies and procedures for customer service and the dangers of poor customer service.
Section 2: How customer needs and expectations are identified – Discover how to identify what resources are needed when completing planned activities as well as how best to assess and support team performance in achieving objectives.
Section 3: How to balance customer expectations against the organisation’s offer – Learn the limitations of customer service and how to meet customer expectations outside of the organisation’s offer.
Section 4: How complaints are handled – Understand what leads a customer to complain, how to find resolutions to complaint, the impact of complaints and why complaints are monitored.
Section 5: Legislation relating to customer service – Discover the customer-related legislation involved in customer service, individual health and safety responsibilities and gaining approval to make changes to procedures and practices.
Key Facts
Everything you need to know before applying for this course.
What you will need
Students must have access to a computer with a broadband internet connection.
Student Stories
Rebekka McLaughlin
Business & Management
SVQ Management
“I’ve had such a positive experience with the College and can’t recommend the workplace learning route highly enough. I think it’s important to recognise that there are various routes to achieving qualifications and this was the right path for me.”
Read more about Rebekka's story
Katelyn Louise Share
Business & Management
HND Administration & Information Technology
“NESCol is such a supportive place to study, and the staff go above and beyond to help you achieve your goals.”
Read more about Katelyn's story
Kate Wolska
Business & Management
HND Accounting
“My daughter is so proud of me. I’m doing it for her – to show her if you want it, you can do it now for tomorrow.”
Read more about Kate's story
Drew Smith
Business & Management
Business Skills Foundation Apprenticeship
“If you’re not too sure about what you want to do, then I would definitely recommend a Foundation Apprenticeship because it gives you an insight into working while you’re still studying.”
Read more about Drew's story
Morven Garden
Business & Management
Business Administration Modern Apprenticeship
“I feel confident moving forward as the experience of a Modern Apprenticeship and the skills I have managed to develop stand as a strong base structure for the rest of my career.”
Read more about Morven's story
Stuart Ferguson
Professional Cookery, Hospitality & Events Management
Advanced Professional Cookery
“It’s amazing to think that my first full-time position out of College is at a Michelin-starred restaurant. I’d recommend the professional cookery courses at NESCol to anyone keen to get into the industry. “
Read more about Stuart's story
Mercy Brown
Professional Cookery, Hospitality & Events Management
HND Events Management
“I’m so proud to have achieved my HND and come so far on my journey to achieving my degree. There is no age limit to education and achieving your dreams. If anyone else is thinking about returning to education, I would tell them to go for it!”
Read more about Mercy's story
Sara Giudici
Professional Cookery, Hospitality & Events Management
Professional Cookery & Advanced Professional Cookery
“I would definitely recommend studying professional cookery at NESCol to anyone interested in hospitality or catering. I may soon be looking for a part-time employee who is in their final year of studying at college so we could end up working together!”
Read more about Sara's story
Abby Grant
Business & Management
HND Accounting
“For anyone considering studying Accounting at NESCol, I would say it will definitely set you up and give you the right foundation for progressing on to a career in accountancy. I feel the skills I learned at college have been very beneficial in the work I am doing today. I use my knowledge gained at college of accounting principles and taxation every day.”
Read more about Abby's story
Ami Batchelor
Business & Management
HND Advertising & PR
“This course will benefit you in more ways than one and the lecturers are some of the best people you’ll get to meet.”
Read more about Ami's story
Applications
North East Scotland College offers hundreds of courses each year, apply for one now.
Online
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Starts Flexible start date
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Ends 31 Jul 2026
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Course Code C00710
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Fees £35.00
Alternatively, you can complete a distance learning application form and send it to us.
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