BTEC Certificate in Principles of Customer Service

This course is available but you cannot enrol online. Please make an enquiry below, and someone will contact you.

Course code: 9027

This course will build on the Award and provide you with knowledge on customer service principles and how to work in a customer service role, including communication with customers, and dealing with customers’ requests, queries and problems.

When and where


From 20 Apr 2022 to 18 May 2022
Mon 09:30-15:00 x3 Wed times vary x5 Fri 09:30-15:00 x4

5 weeks

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20 Apr 2022

10:00 to 13:00

22 Apr 2022

09:30 to 15:00

25 Apr 2022

09:30 to 15:00

27 Apr 2022

09:30 to 15:00

29 Apr 2022

09:30 to 15:00

04 May 2022

09:30 to 15:00

06 May 2022

09:30 to 15:00

09 May 2022

09:30 to 15:00

11 May 2022

09:30 to 15:00

13 May 2022

09:30 to 15:00

16 May 2022

09:30 to 15:00

18 May 2022

09:30 to 15:00

with Bev Beukes


Bracknell Open Learning Centre 

Rectory Lane
RG12 7GR

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Fees and concessions

Free. There is no tuition fee charged for this course.

Course description

On this course you will continue to build on from the Award and learn why customer service is important to any business. It will provide you with the knowledge and attitudes required for working in a customer service environment. You will then be able to make an informed decision about working in this sector. This course is also suitable (and highly recommended) for those thinking of starting their own business. It also provides you with an opportunity to look at career progression in this industry.
The Certificate course is a progression route for those that have done the Award in Principles of Customer Service.
This course is an intensive course which enables you to complete it quickly.This is an advantage when seeking employment or starting your own business.
There is no exam – your progress is assessed by means of a portfolio of evidence.

This course will primarily be held in the classroom but the option to attend remotely via Zoom can be arranged upon request.

Course outcomes

By the end of the course you will be able to:
• Explain how to communicate positively with customers
• Identify the types of information customers require
• Explain how to deal with customer requests and queries
• Describe how to deal with routine customer problems
• Explain the importance of career progression
• Produce a CV and covering letter for a job application in customer service

Is this course suitable for me?

This course is suitable for those who have already completed the Award in Principles of Customer Service.

What do I need to bring?

Your tutor will discuss requirements on the course induction day that will be advised when you enrol. However we do recommend bringing a personal USB stick on which to save your work.

How will I learn?

Learning will take place in a classroom situation or online via Zoom with independent learning in the form of homework. You will work individually or as part of a group, depending on requirements of the task. Visual aids, discussion, debates and practical tasks will be used throughout the programme.

How will my progress be monitored and assessed?

You will be supported by a tutor in a classroom or online and will need to do independent work for Homework. The qualification will be assessed by means of a portfolio of evidence. You will be provided with support for the duration of the course.

Are there any additional costs?

There are no additional costs.

What qualification will I get?

On satisfactorily completing all learning tasks and submission of a portfolio of evidence, you will receive a BTEC Level 1 Certificate in Principles of Customer Service . Your tutor will explain this in more detail at the induction day.

What will I be able to do after this course?

Pearson Edexcel Level 1 Introductory Certificate in Business
Pearson Edexcel Level 1 Introductory Certificate in Hospitality and Tourism

Additional information

If you are interested in this course then please enquire via email or telephone using the contact details below.
This course is free to jobseekers or those on low incomes subject to eligibility criteria. You will need to book a slot on the Job Club so we can check your benefits/income status.
There is also an option to pay for this course, please enquire for pricing.

If you are joining on a laptop then Zoom can be accessed via a web browser (Microsoft, Google Chrome etc) or if you are using a mobile device then you will need to download the app from the Google Play Store or the Apple App Store – all options are free and you don’t need to have a Zoom account, so it is your personal preference.

To make the most of this course you will need to ensure your camera and microphone are on and you are set up in a quiet place where you are unlikely to be interrupted. We also recommend that you check your device has plenty of battery power or is plugged in.

Please try to arrive 5 – 10 minutes before the start of the class to ensure you are logged on and any technical issues can be resolved. Please ensure that your name is showing when joining as the tutor will need to identify you against the register for security reasons. When you join, you will be held in a waiting room until the tutor is ready to start the session.

For queries please contact us on
Email: <a href=""></a> Tel: 01344 35422