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Customer Service


Customer Service is a 1 year Diploma examined by City and Guilds.

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About Customer Service

This Customer Service Diploma programme is ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.

The Principles of Customer Service award offers the opportunity for candidates to study the principles of customer service in the context of a variety of settings. It concentrates on core essential areas which are likely to be required on a day to day basis in the delivery of customer service in all businesses and which will underpin future studies in this area.

This qualification contributes to the knowledge and understanding requirements in the N/SVQs in Customer Service at the related levels. 

This single unit award is available at three levels.

Level 1

This level aims to provide the learner with the essential knowledge and skills required to deliver good customer service within the limit of their responsibility.

They will show an understanding of what is meant by customer satisfaction

and what the needs and expectations of different customers are and how to deal with them, demonstrating the knowledge of appropriate verbal and non-verbal communication techniques.

At Level 1, candidates will be expected to:

  • complete routine forms accurately using information supplied
  • record customer information and know why this must be kept confidential
  • describe the steps that could be used to solve customer queries and complaints
  • demonstrate written communication skills by accurately drafting messages and
  • correspondence according to guidance, and describe appropriate non-verbal skills
  • identify different types of customer and ways of dealing with them.

Level 2

Candidates will develop an understanding of the qualities and interpersonal skills required to deliver good customer service and learn how to adapt and apply these to dealing with customers with different needs in a variety of situations.

They will gain an understanding of the impact of customer service on the organisation?s reputation, and the importance of the organisational policies and

procedures in place and how they affect the service deliverer.

At Level 2, candidates will be expected to:

  • identify organisational standards, policies and procedures
  • apply knowledge to solve customer queries and complaints
  • demonstrate written communication skills by accurately drafting messages and correspondence
  • describe communication and interpersonal skills required to deal with different customers
  • record and use customer information according to current legislation
  • create questions suitable for gathering customer feedback

Institutions offering Customer Service


Kenya Institute of Professional Studies

Private College Starehe

Kenya Institute of Professional Studies (KIPS TECHNICAL COLLEGE) is a premier Tertiary Institution established and mandated to operate as an Educational Training Institute by TIVET authority under the...

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Jodan College of Technology

Private College Thika Town

Jodan College of Technology is one of the leading higher education institutions with an exciting approach to tertiary education and training. Jodan College of Technology boasts modern state-of-the-art...

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Kenya Red Cross Training Institute

Private College Langata

The Kenya Red Cross Training Institute is a leading institution in Emergency Management Programmes, Disaster Management programmes, Short medical courses and Leadership & management programmes.The Kenya Red Cross Training...

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Apsolid Vocational Training Center

Private College Mvita

Apsolid Vocational Training Center ahs an educational model that goes beyond vocational training, there are undeniably certain kinds of knowledge that must be of a general nature and,...

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