This course provides a comprehensive foundation in customer service for individuals working in frontline roles across various industries such as retail, hospitality, public services, healthcare, and corporate support. It is structured around practical, real-world scenarios and aligned with City & Guilds standards to ensure learners develop immediately applicable skills. The programme explores what excellent customer service looks like in both face-to-face and digital contexts, emphasising communication, professionalism, and consistency.

Learners will gain a deep understanding of customer expectations and how to exceed them through attentive listening, effective problem-solving, and maintaining a calm and respectful approach, even in challenging situations. Lessons cover internal and external customer dynamics, handling complaints within UK consumer law frameworks, using CRM systems, and maintaining GDPR-compliant communications. Through role-play exercises and written assessments, participants will refine their ability to adapt language, respond professionally, and build trust with diverse customer groups.

The course also emphasises the importance of teamwork, time management, inclusivity, and using workplace technologies effectively. With dedicated lessons on professional standards, service level agreements, and digital customer support platforms, learners are prepared for modern customer service challenges and empowered to make a positive impact from day one.