Apprenticeships Knowledge Customer Service: Understanding the Principles of Customer Service

£30.00 + VAT
Virtual College
Understanding the principles of customer service.jpg

Course Overview

Customer service is the provision of service to customers before, during and after a purchase. To guarantee high quality customer service you must ensure your products and services consistently meet or surpass customer expectations. In a competitive marketplace where businesses compete for customers, the development of customer service skills is seen as a fundamental differentiator and increasingly has become a vital element of business strategy.


As a result, this course has been developed to provide learners with an increased understanding of the principles behind providing a good service to customer.


This course will cover the following learning outcomes:

  • Understand the relationship between customer expectations and customer satisfaction
  • Understand the service offer of organisations
  • Understand how the service chain supports the delivery of good customer service.

The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the principles of customer service – Level 1

This unit is a mandatory unit within the following qualification: Level 2 Certificate in Principles of Customer Service (QCF)

Course Details

Lesson Plan


Areas covered include:

  • Welcome and Module Aim
  • The Relationship Between Customer Expectations and Satisfaction
  • The Service Offer of Organisations
  • How the Service Chain Supports the Delivery of Good Customer Service

Target Audience

Although developed for those undertaking the Level 2 Certificate in Principles of Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care. 



With approximately 43 interactive screens, it is estimated that this course will take approximately 1 hour to complete (depending on learning speed). As an e-learning course you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.



The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.


On completion of this course you will be able to print a Virtual College certificate.

Entry Requirements

There are no specific entry requirements for this course.