BTEC Level 1

Customer Service

This great introduction to customer service will give you a foundation in the principles of customer service and how to work in a customer service role.

Learn how to communicate effectively with customers to meet their needs, how to manage your personal development, work positively in a team, your rights and responsibilities at work and health and safety.

If you enjoy the course, you can progress on to a Level 2 qualification in Customer Service, which introduces you to a broad set of occupational skills for carrying out customer service work.





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What to expect from Skills Training UK

  • Energising and well-structured lessons, in small groups.
  • Individual support and mentoring to help you achieve your goals.
  • Access to our virtual learning environment for on-demand videos and materials to reinforce learning.
  • Extra support with English and Maths if you need it.

What does a learner need to do?

  • Attend regular classes either in-person or online.
  • Allow time for project work and study each week.
  • Talk to your training for support and guidance if you need more support.
  • Bring a positive attitude to class and any work experience to make sure you get the most from the opportunity.

Course content

The core units ensure that all learners will develop:
The course comprises of three mandatory core units and seven optional, specialist units.

  • Unit 1: Principles of Leadership and Management Styles
  • Unit 2: Principles of Managing Performance
  • Unit 3: Understanding Personal and Professional Development

Optional specialist units may include:

  • Unit 4 Understanding How to Manage Personal Performance and Development
  • Unit 5: Career Progression
  • Unit 6: Health and Safety at Work
  • Unit 7: Understanding How to Deal with Customers’ Requests, Queries and Problems
  • Unit 8: Principles of Social Media for Business Use
  • Unit 9: Investigating Rights and Responsibilities at Work
  • Unit 10: Using a CV and Covering Letter to Apply for a Job


No prior knowledge, understanding or skills are necessary.


Each unit is internally assessed against set criteria.

Qualifications and outcomes

Level 1 award from a nationally recognised exam board.

I would really like to thank my excellent tutors for their support and building my confidence and skills. Even when I had problems, I went to them for help. I’d recommend Skills Training UK to anyone – you’ll really benefit and achieve everything you want to achieve.

Noon Abubakr, Ealing Learning, Skills Training UK

See what you can achieve.
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