Course Overview
Unfortunately, you are only eligible for a free course with UCS College Group if you live in Somerset, Dorset or Wiltshire. Your postcode will be checked after you make an application, so if you live outside of these counties, please find an alternative provider.
This course will enable learners to develop central knowledge of how to carry out customer service tasks.
As part of the course you will study seven mandatory units:
Unit 1 – Principles of customer service and delivery
- Understand customer service
- Understand how legal and ethical requirements relate to customer service
- Understand how to deliver effective customer service
- Understand the management of customer service information
- Understand customer service delivery.
Unit 2 – Understanding customers
- Understand different types of customers
- Understand the value of customers and their loyalty.
Unit 3 – Understand employer organisations
- Understand organisational structures
- Understand the organisational environment.
Unit 4 – Understand how to communicate with customers
- Understand how to communicate verbally with customers
- Understand how to communicate with customers in writing.
Unit 5 – Understand how to resolve problems and deliver customer service to challenging customers
- Understand the delivery of customer service to challenging customers
- Understand the resolution of customer service problems.
Unit 6 – Understand how to develop customer relationships
- Understand how to develop customer relationships
- Understand how to exceed customer expectations
- Understand how to support customer service improvements.
Unit 7 – Understand how to develop working relationships with colleagues
- Understand the principles of effective team working
- Understand how to buddy a colleague.
Assessment Methods
Assessments are due at the end of each unit. Your tutor will assess your work and build up your portfolio of evidence of learning. A certificate will be awarded on satisfactory submission of evidence of learning for the units studied.
Progression Options
UCS College Group provides a range of professional Online Learning qualifications which can be achieved at different stages throughout your career, and at varying levels, providing clear progression routes.
Frequently Asked Questions
You can apply directly on any of the UCS College Group websites, whether you wish to study at Bridgwater College, Cannington College, Strode College, or Taunton College. Simply use our “Find a Course” feature and follow the on-screen instructions – be sure to have your important information to hand.
We aim to offer a careers service that is accessible to everyone. We will seek to equip all our students with the skills and knowledge that will enable them to operate confidently, effectively, and independently in life and work. All students have the opportunity to meet with a Careers Advisor for 1:1 career support.
The Student Experience Team can mentor and signpost students who are struggling with a range of issues that are negatively impacting their day-to-day life. The Student Experience Team works closely with the Safeguarding & Lifestyle Teams to promote proactive wellbeing enrichment sessions. The team can refer on to counselling when appropriate.
We provide top-quality workshops and teaching areas across our Colleges for subjects such as art, design and media, hair and beauty, catering, automotive engineering and construction. You can review our campus facilities by navigating to the “College Life” section of our websites.
For us, the success of our students always comes first. By investing in our built environment, we are investing in your future.
All of our students will have a personal tutor to support them with their academic progress and personal development. The tutorial programme consists of 1:1 support, group tutorials and guest speakers, plus targeted online resources which complement the UCS College Group Advantage scheme.
The Safeguarding Team can offer advice and guidance on anything that may be affecting your young person and their studies – no problem is too big or too small!
Please email our Safeguarding team at staysafe@ucscollegegroup.ac.uk. If you query is urgent, please come to the College Reception and ask to speak to a Safeguarding Officer.
If you cannot find an answer to your question in this FAQ section, you can ask us a question by visiting our Contact Us page.
