Customer Service Course Level 1

This qualification is highly values by employers, and it will develop your skills and knowledge that are essential in customer service career.It will provides the skills and knowledge required to successfully work in customer services. It will also build learners’ knowledge of the principles of customer service.

  • You will learn:
  • Delivering Customer Service
  • Customer Retention
  • Resolving Customer problems
  • Professional Development
  • Manage personal performance and development

The benefits to you will be:

  • Improved job satisfaction in your customer care role.
  • Increased confidence when communicating with customers.
  • future opportunities to develop your career and gain qualifications.


In-house certificates will be awarded

Useful Links

CV and Cover Letter Writing

Your CV is the story of your life. We want to help you make one that will make an impression on whoever reads it. It needs to be realistic, present your skills and strengths in a clear, suitable language, and make the employer want to call you for an interview! We can help you achieve this with our CV and Cover Letter Writing course!

Our staff have a lot of experience in helping people gain employment and our CV and cover letter writing course is no exception.

Session duration
2 hours


How do I write a good CV and cover letter?

When writing a cover letter, you should:
  1. introduce yourself.
  2. mention the job (or kind of job) you’re applying for (or looking for)
  3. show that your skills and experience match the skills and experience needed to do the job.
  4. encourage the reader to read your resume.
How do you write an effective cover letter?
To write a cover letter that gets you the job, follow the 8 steps we covered:
  1. Create a professional header with your info.
  2. Address the hiring manager by name.
  3. Show relevant achievements to introduce yourself in the first paragraph.
  4. Target the employer’s needs and prove you can help in the second paragraph.

Useful Links

How to write a CV

Skills health check


Free Learning:


Interview Questions & Answere


Top 10 Qualities and Skills Employers are Looking For

  • Communication Skills. …
  • Honesty
  • Technical Competency. …
  • Work Ethic. …
  • Fexibility
  • Determination and Persistence. …
  • Ability to Work in Harmony with Co-Workers. …
  • Eager and Willing to Add to Their Knowledge 
  • Useful Links
  • /

 “Tell me about yourself” interview question

  1. Mention past experiences and proven successes as they relate to the
  2. Consider how your current job relates to the job you’re applying for. …
  3. Focus on strengths and abilities that you can support with examples.

Strengths You Might Want To Show Evidence For Teamwork

  • Ability to cope with failures and learn from mistakes.
  • Ability to prioritize.
  • Analytical thinking.
  • Attention to detail.
  • Interpersonal skills.
  • Organisation and planning.


  • Reliability and Punctuality. Completing tasks on time and being punctual are basic abilities. …
  • Verbal and Written Communication Skills. …
  • Active listening Skills
  • Conflict management.
  • Developing consensus.
  • Drawing out the input of introverts.
  • Encouraging people to pull their weight.
  • Framing key issues.

Teamwork – “Tell me about a time you led or worked in a team.”

  1. Problem solving – “Describe a situation where you solved a problem.”
  2. Decision making – “Give an example of a time where you made a difficult decision.”
  3. Leadership – “Describe a situation where you showed leadership.”
  4. Responsibility – “Tell me about a time you took responsibility for a project.”

Effective teamwork is built on the following ten characteristics:

  • Clear direction. …
  • Open and honest communication. …
  • Support risk taking and change. …
  • Defined roles. …
  • Mutually accountable. …
  • Communicate freely. …
  • Common goals. …
  • Encourage differences in opinions.

What are the most important things you are looking for in a job?

Consider the following:

  • Job is stimulating & challenging.
  • Able to learn new things and develop your skill set.
  • Achieve measurable results.
  • Feel valued and a core part of the team.
  • Opportunities to grow and progress within the company.
  • Be part of a positive culture where contributions are appreciated.

10 Ways to Show Your Ability to Handle Pressure at Work

  1. Remain calm, always. Maintain a calm demeanor no matter what happens. …
  2. Stay focused on what needs to be accomplished. …
  3. Help others to get through their taxing day. …
  4. Sidestep the drama and stay positive. …
  5. Get help if you need it. …
  6. Steer clear of too much caffeine. …
  7. Take your breaks. …
  8. Utilize your vacation time wisely.

 What do you know about our company?

  • Demonstrate that you have researched the company; know their products, the firm’s size, its reputation within industry, its history and values.
  • Allow the interviewer to tell you more about the company. Pay attention!

 Why do you want to work for us?

  • Talk about their needs and explain what you can do for them. It’s not about what you want at this stage.
  • Show them you want to be part of their success story, helping them to achieve their goals and meet their challenges.

Why should we hire you?

  • Example response: “I believe that I have the skills, knowledge, competences and experience to help the company be successful.”

Learn about some practical strategies you can use to handle conflict in the workplace.

  1. Talk with the other person. …
  2. Focus on behavior and events, not on personalities. …
  3. Listen carefully. …
  4. Identify points of agreement and disagreement. …
  5. Prioritize the areas of conflict. …
  6. Develop a plan to work on each conflict.

How do you deal with difficult people?

  1. Be calm. …
  2. Understand the person’s intentions. …
  3. Get some perspective from others. …
  4. Let the person know where you are coming from. …
  5. Build a rapport. …
  6. Treat the person with respect. …
  7. Focus on what can be actioned upon. …

How do you deal with an unreasonable person?

Believe it or not, you can stay calm, defuse conflict, and keep your dignity.

  1. Stay calm. …
  2. Don’t judge. …
  3. Reflect respect and dignity toward the other person. …
  4. Look for the hidden need. …
  5. Look for others around you who might be able to help. …
  6. Don’t demand compliance. …
  7. Saying, “I understand,” usually makes things worse.

Tell Me About Yourself – Sample Response

“I am a positive person who has an enthusiastic outlook on life. I love my job and I get a great sense of achievement from seeing my students develop and grow as individuals.

If I can have a positive impact on their future, I feel I am doing my job well. I am an effective communicator, both in writing and verbally and I have a strong ability to plan and organise effectively; something which is crucial to the role of a competent teacher.

I cope very well with pressure and can adapt my style or teaching methods, when needed, to deliver consistent results. I have an understanding of the bigger picture and the pressures that are placed on the school.

I am someone who always implements effective behaviour management processes in the classroom and strive myself on an ability to continually develop both personally and professionally.”

What safeguarding means?

Safeguarding is a term used in the United Kingdom and Ireland to denote measures to protect the health, well-being and human rights of individuals, which allow people — especially children, young people and vulnerable adults — to live free from abuse, harm and neglect.

What is safeguarding and child protection?

Child protection and safeguarding means protecting children from abuse, and identifying and stopping abuse that is already happening. … Abuse is a deliberate act of ill-treatment that can harm or is likely to harm a child or young person’s safety, well-being and development. Abuse can be physical, sexual or emotional

What is difference between child protection and safeguarding?

In practice, Safeguarding is the policies and practices that schools and Governing Bodies employ to keep children safe and promote their well-being. … Child Protection is a term used to describe the activity that is undertaken to protect specific children who are suffering or likely to suffer significant harm.

How do you explain safeguarding?

When safeguarding a child you:

  1. Protect them from abuse, maltreatment and exploitation.
  2. Prevent anything from harming their health or development.
  3. Ensure they can grow up under safe and effective care.
  4. Take action to ensure they have the best outcomes in life.

Welfare-to-Work program (WTW)

The purpose of the Welfare-to-Work program (WTW) is to help underemployed and unemployed parents who receive CalWORKs cash aid to learn work skills and find work, so they can support their families


Competency Questions

Source:  ( 

  1. Describe a situation when you had to complete a piece of work to a high standard while meeting a strict deadline.

Structured Answer:

Situation: As part of the final project for my degree, I completed a quantitative research project to explore whether customer loyalty increased or decreased with businesses who use social media as opposed to those who don’t. I worked with a creative agency who sponsored my project to allow me to gather the information I needed.

Task: To provide useful information for the agency, I needed to carry out thorough research and draft the report within a three-month period.

Action: To ensure the project was delivered on time, I had to become fully conversant with quantitative research techniques. I therefore studied this extensively, which improved the way I gathered data for the project. I also managed to complete this project while fulfilling my other volunteering commitments and assignments for other courses.

Result: Even though the workload was significant and I was under a great deal of pressure, I achieved a pass of 80% for my final project and my work was published in a respected journal. The agency who sponsored the research also published the findings of their project, and I secured an internship with them over the summer.


  1. Provide an example of when you used effective time management and achieved success.

Structured Answer:

Situation: While working in an internship programme with a team of four other interns, two of them decided not to continue with the internship.

Task: As a group we had been asked to assist with a major client project, helping to formulate a digital strategy before the end of our first month on the internship.

Action: Although the company were going to reduce the workload that had been allocated to the group, I spoke with the manager and the remaining intern and we agreed to take on all of what had been originally agreed for the four of us. I reviewed the work schedules, allocated new responsibilities and worked two hours longer each day unpaid.

Result: We managed to make a significant contribution to the client’s strategy and delivered all of our obligations as agreed. I was commended for taking on additional responsibilities efficiently and professionally. 

  1. Describe a situation when the cause of a problem was not immediately apparent.

Structured Answer:

Situation: While working as an intern for a digital agency, data analysis showed that there had been a 15% drop in traffic over a period of 12 weeks. Analytics also showed that a lot of customers were abandoning the shopping cart before completing the purchase, and the bounce rate on the landing page was increasing.

Task: I was asked to conduct some research to find out the possible outcomes of this drop in traffic and growing bounce rate, and provide recommendations for addressing the issue.

Action: Using a variety of tools such as Ahrefs and Google Analytics, I conducted an analysis of competitor performance and the effectiveness of our content strategy.

Result: Using these programmes, I identified that a group of blog and website owners had stopped linking to our content. Once the problem was identified, I worked closely with the SEO and marketing teams to win many of those links back, which helped to restore traffic and engagement to previous levels.

Describe a situation which required the use of your creativity.

Structured Answer:

Situation: In the HR business where I interned, a client was experiencing high employee turnover without an obvious cause.

Task: I was asked by a manager to carry out some data analysis, to identify any trends or patterns that would reveal the likely causes.

Action: I decided to develop an anonymous staff questionnaire which all employees could complete online.

Result: A significant proportion of staff completed the questionnaire. A key finding was that many felt that their training and development wasn’t taken seriously. Furthermore, staff felt that it was difficult to speak to management about change. These suggestions were passed onto the management team, who made improvements to training and development, established more effective channels of communication and began an open-door policy. Turnover in the next six months showed a marked decrease.




Source:  ( 

  1. When have you worked as part of a team to complete a difficult task?

The following sample response utilizes the STAR METHOD for answering competency-based or bahvioural interview questions:

SITUATION – In my previous job I volunteered to work with 5 other members to complete a difficult project that had fallen by the wayside due to a contractor going out of business.

TASK – The task required all 5 of us to work closely together to integrate a new software system with the client’s website. So, we only had four days to complete the task in accordance with the specification and the client’s requirements. Therefore, time was of the essence and we needed to work hard to get everything done to a professional standard.

ACTION – We started out by reading the client brief carefully and then I decided to take the lead and allocate specific tasks based on each team members capabilities and area of expertise. So, we then set timescales for each team member to reach, which would ensure the task got completed in time. Throughout the five-day working period, we all supported each other as and when required in order to motivate each other through regular communication.

RESULT – The end result was the project was completed on time and to a high standard, much to the satisfaction of the client.


Source:  ( 

  1. When have you taken responsibility for a difficult task at work?

SITUATION – During an office meeting, my supervisor asked for a volunteer to work over the forthcoming weekend. One of our customer service agents had gone off sick unexpectedly and he needed someone to take on their duties at short notice.

TASK – My supervisor needed someone to quickly learn the responsibilities of the person who had gone off sick. Therefore, it was a difficult task but I felt I had a responsibility to help the company in its hour of need.

ACTION – I started out by cancelling my plans for the weekend and then focused on learning the role of my colleague so I could perform the job to the best of my ability. I decided to undertake an online course during working hours to learn as much about the role as possible. I also asked my supervisor a number of specific questions to make sure I knew exactly what I was supposed to be doing, and also what was expected of me.

RESULT – The end results was, I am pleased to say, a success. I worked for the entire weekend in the customer service role and the feedback we received from our customers was outstanding.

Examples of competency-based interview questions

Tell me about a time your communication skills improved a situation

Think of some examples of communication skills. Then, use the STAR (Situation, Task, Action, Result) technique.

For example, you could say: “I was working in the engineering department of a large manufacturing company and we were running behind on timelines for a project. So, I arranged and led a conference call to explain the reasons for our delay to the client. It was a case of managing their expectations, which resulted in us over-delivering for the project. As a result, the client was much more understanding and decided to pursue another commercial opportunity with our company.”

Make sure you emphasise your leading and communication skills. When choosing an example, think about what will impress an employer, says Andrew Fennell, founder of StandoutCV. “Reciting a conversation with a colleague isn’t likely to excite the employer here – instead, try to show the results you achieved with your communications, such as driving awareness of a project, or encouraging signups for an event.”

Give an example of a time you identified a new approach to a workplace problem

  • First, explain the ways the existing approach was suboptimal.
  • Second, explain your proposed approach, and how you identified it.
  • Make sure you show examples of making effective decisions, and emphasise your problem solving skills.

Third, describe whether or not your proposed approach was adopted. If it was, briefly describe how it was implemented. If it wasn’t, describe the business reasons behind its rejection.

Here’s an example where you use the STAR technique: “In my last accountancy role, I noticed that the way we did our monthly purchase ledger was very long-winded and took too much of everyone’s time. Given that there was a long gap between transactions being logged, it also introduced financial errors. I decided to implement a new procedure, which made individual staff accountable for entering their own transactions, which they were asked to do once a week. This new process both reduced the amount of errors balancing the books, and freed up more time in the finance department, all within the first month.”

Describe a situation when you had to overcome a number of obstacles to achieve an objective

If an employer asks you this, they want to know if you possess the changing and improving competency. It’s about finding out how quickly you can identify the obstacles to reaching a goal.

You need to show how you use planning skills to achieve a better outcome – and demonstrate examples of you working under pressure.

For example, using the STAR technique, you could say: “While working as a project manager, I needed to submit a report by a certain deadline, otherwise we wouldn’t be eligible for new funding. However, some information from key stakeholders was delayed or missing completely, and the person who needed to sign off the report was off work. I created a shortlist, flagging areas which were missing information, and systematically went through my contacts for each department – flagging the urgency of the information and the implications of not receiving it in time. I also ran through the latest updates to the report over the phone with the person who needed to approve it to get sign-off. With my perseverance, I was just about able to submit the report on time, and not only did we receive the funding but the entire department was also thrilled.”

Give an example of a situation where you had to deal with a conflict

  • This question seeks to undercover if you’re able to deploy diplomacy and people skills in a difficult social situation.
  • You need to describe a difficult situation and how you handled it. This could include: managing a quality service or an example of when you’ve delivered excellent customer service.
  • As with all competency questions, it’s essential you describe results of your actions.

Here’s an example using the STAR technique. You could say: “I was working the reception desk in my current role when an irate client came in. He was frustrated that my boss couldn’t make an important meeting at the last minute. I listened to his concerns, got him a seat and a drink and set about trying to put some kind of resolution in place. Away from the reception desk, I found out that the managing director had been called away on an urgent personal matter. By speaking to colleagues, I was able to source a head of department who had been partially involved in the project to take the meeting in his place. The client was relieved, and personally thanked me after the meeting, as well as apologising for his heated words when he first arrived. The client is still with us today.”

Ways to Deal with Difficult Students

  1. Have defined student expectations. …
  2. Choose the best time to discipline. …
  3. Try to empathize with the student. …
  4. Be firm and direct.
  5. Use your tone and voice carefully. …
  6. Always provide a time to listen to the student.
  7. Ignore trivial denials.

Define the objectives.
Students want and need to know what is expected of them in order to stay motivated to work. At the beginning of the year, lay out clear objectives, rules, and expectations of students so that there is no confusion and students have goals to work towards.

Make goals high but attainable.

If you’re not pushing your students to do more than the bare minimum, most won’t seek to push themselves on their own. Students like to be challenged and will work to achieve high expectations so long as they believe those goals to be within their reach, so don’t be afraid to push students to get more out of them.

Give feedback and offer chances to improve.
Students who struggle with class work can sometimes feel frustrated and get down on themselves, draining motivation. In these situations it’s critical that teachers help students to learn exactly where they went wrong and how they can improve next time. Figuring out a method to get where students want to be can also help them to stay motivated to work hard.

Track progress.
It can be hard for students to see just how far they’ve come, especially with subjects that are difficult for them. Tracking can come in handy in the classroom, not only for teachers but also for students. Teachers can use this as a way to motivate students, allowing them to see vis

Make things fun.

Uually just how much they are learning and improving as the year goes on.


 Provide opportunities for success.
Students, even the best ones, can become frustrated and demotivated when they feel like they’re struggling or not getting the recognition that other students are. Make sure that all students get a chance to play to their strengths and feel included and valued. It can make a world of difference in their motivation.


Lesson planning is a significant element of teaching-learning system. A lesson plan is a step-by-step guide that provides a structure for an essential learning. … It is important because it helps the teacher in maintaining a standard teaching pattern and does not let the class deviate from the topic.