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Customer Service

Customer service is the service provided to customers before, during and after purchasing or using goods and services.

A good customer service experience is one that meets or even exceeds the customers expectations. It produces satisfied customers whom are likely to return to use the service again, encouraging further business.

Customer Service qualifications are generic and so are suitable for any workplace environment including retail, offices, hospitality and anywhere that you are dealing with people.

Work activities

Although the work varies, depending on the type and size of the employing organisation, typical activities are likely to include some or all of the following:

  • providing help and advice to customers using your organisation’s products or services;
  • communicating courteously with customers by telephone, email, letter and face to face;
  • investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
  • handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
  • issuing refunds or compensation to customers;
  • keeping accurate records of discussions or correspondence with customers;
  • producing written information for customers, often involving use of computer packages/software;
  • developing feedback or complaints procedures for customers to use;
  • improving customer service procedures, policies and standards for your organisation or department
  • learning about your organisation’s products or services and keeping up to date with changes;

Working hours and conditions

In most full-time jobs you would work between 35 and 40 hours a week, Monday to Friday.

Flexible hours, part-time work and temporary work are widely available. You would work in an office and spend a lot of your time using a computer.


Salaries can be between £12,000 and £20,000 a year, depending on where you work and what your duties are.

(Figures are intended as a guideline only)

Entry requirements

Entry requirements can vary between employers. Some may look for GCSEs, including maths and English, and others may test your keyboard, filing and telephone skills at interview.

Temporary work, or temping, can be a good way of getting experience that could lead to a permanent job.


Training and development

In some organisations, in order to become a customer service manager, you may first need to undertake training and gain some experience in a role such as customer services assistant.

Once you are in employment, you could take further training towards qualifications, such as;

  •  BTEC Level 2 Diploma in Customer Service
  •  BTEC Level 3 Diploma in Customer Service

Skills, interests and qualities

For a career in customer service you should have :

  • patience
  • good communication skills
  • compassionate
  • the ability to work well as part of a team
  • computer literacy and good typing skills
  • a good level of English spelling and grammar
  • accuracy and attention to detail
  • the ability to use your own initiative but also know when matters need to be referred to a supervisor.

To learn more about the courses we offer click on the links below;

If you have any questions or queries relating to our courses or learning with NSPP contact us on 01457 238014, alternatively we can be contacted via email at info@nspp.co.uk

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