• Course
  • Units and
  • Entry
  • Student

Course Overview

Workplace learning will promote ‘in work’ progression of employed individuals with low skills via work related skills training providing provision that will raise their attainment, enabling to improve their employment status and move on to undertake higher level qualifications.

Level 3
Awarding Body
City & Guilds
Course Fees
Click here for fee information
Aged 19 and over? Click here to find out about our financial support available

Units and Structure

To be awarded this qualification, a learner must achieve a minimum of 42 credits – 12 credits must be achieved from the Mandatory units. A further 30 credits must be achieved by completing a minimum of one unit for each of the Optional groups, but a minimum of 22 of those 30 credits must be at level 3.


Customer service foundations:

  • 301 – Demonstrate understanding of customer service. (6)
  • 302 – Demonstrate understanding of the rules that impact on improvements in customer service.(6)


Impression and image:

  • 202 – Communicate effectively with customers.(5)
  • 206 – Live up to the customer service promise.(6)
  • 303 – Deal with customers in writing or electronically.(6)
  • 404 – Make customer service environmentally friendly and sustainable.(11)


  • 212 – Deliver reliable customer service.(5)
  • 307 – Deliver customer service using service partnerships.(6)
  • 405 – Maintain and develop a healthy and safe customer service environment.(8)
  • 409 – Deliver seamless customer service with a team.(8)

Handling Problems:

  • 219 – Resolve customer service problems
  • 220 – Deliver customer service to difficult customers.
  • 312 – Process customer service complaints.
  • 410 – Handle referred customer complaints.

Development and Improvement:

  • 221 – Develop customer relations.
  • 313 – work with others to improve customer service.
  • 412 – Plan and organise the development of customer service staff.
  • 415 – Apply technology or other resources to improve customer service.

Entry Requirements

You'll need to have:

There are no formal entry requirements. You will be asked to complete a free writing exercise as part of your application.

For equivalent qualifications see our Entry Requirements Explained page.

Tutors and Student Support

Student Support and Facilities

As a student, you’ll have access to a wide range of facilities, services and support, including:

  • Step outside the classroom  and access our state of the art facilities as well as 3 huge Learning Resource Centres with thousands of resources to use
  • With hands-on experience you’ll be prepared for employment with a competitive edge.
  • A dedicated impartial careers advice team to help you on your future path
  • Our wide range of courses means that we can offer the right paths to get you where you need to be
  • Our Hub campus is right in the heart of the town centre meaning you can find your way to us easily
  • Outstanding student support throughout your studies with us.

Talented Athlete Scholarship Scheme

We're proud to be able to offer Dual Career Accreditation via the Talented Athlete Scholarship Scheme. This is a Sport England funded partnership between athletes, education institutions, and national governing bodies of sport.

The Scheme helps athletes in education – aged 16-plus – to get the very best from their sporting and academic careers without having to choose between the two.

Click here to find out more about TASS

Talented Athlete Scholarship Scheme logo

Apply or Enquire

Want to know more or chat to us?

Have any further questions about this course? You can contact someone specifically about it by using the details below or filling in the enquiry form.

Workforce Development Team
01302 553757

Make an enquiry

Course Enquiry Form
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You can contact the enquiries team if you'd like to change or remove your enquiry. Via email on info.centre@don.ac.uk or telephone 0800 358 7575.

Want to apply for this course?

You'll need to have:

There are no formal entry requirements. You will be asked to complete a free writing exercise as part of your application.

For equivalent qualifications see our Entry Requirements Explained page.

GCSE Grades are changing from 2017. Need to know more? Click here for information.

Application & Enrolment

To apply for this course, please complete our online application form or download a printable form.

Apply Now