Deliver Service That Sets the Standard

Award in Service Excellence & Customer Care
(EduQual Level 3)

Gain the essential skills, attitudes, and behaviours to create consistent, high-quality customer experiences. This programme helps you master empathy, professionalism, and service recovery — empowering you to build a culture of excellence in any organisation.
Endorsed by EduQual (UK) and delivered by ServXcellence Institute of Service Leadership, an EduQual-approved Centre.

Course OVERVIEW

The Award in Service Excellence & Customer Care equips learners with the knowledge, skills, and mindset required to deliver outstanding customer service across industries. Through practical, reflective, and interactive learning, participants will understand the principles of service excellence, master professional communication, and learn to manage feedback and complaints effectively to strengthen customer relationships and business performance.

This qualification is ideal for frontline staff, team leaders, and aspiring service professionals seeking to enhance their customer service capability and contribute to a culture of excellence within their organisation.

LEARNING OUTCOMES

By the end of this course, learners will be able to:

  1. Explain the principles and importance of customer service excellence in business performance.
  2. Describe customer expectations and how service quality influences perceptions and organisational outcomes.
  3. Demonstrate effective verbal, non-verbal, and written communication in customer interactions.
  4. Apply active listening and reflective techniques to interpret and respond to customer needs.
  5. Respond to customer feedback and complaints professionally using structured procedures.
  6. Identify opportunities for continuous service improvement based on feedback and reflection.

key topics/modules

Unit 1 – Introduction to Customer Service Excellence
  • Principles of service excellence and its impact on business performance.
  • Understanding customer expectations and perceptions of quality.
  • Relationship between service quality, satisfaction, and loyalty.

Unit 2 – Effective Communication and Customer Interaction
  • Verbal and non-verbal communication techniques in customer engagement.
  • Active listening and interpreting customer needs across multiple channels.
  • Professional etiquette and emotional intelligence in customer interactions.


Unit 3 – Handling Customer Feedback and Complaints
  • Structured procedures for complaint handling and service recovery.
  • Professional communication under pressure and problem-solving.
  • Using customer feedback to identify service improvement opportunities.

ASSESSMENT SUMMARY

Learners will complete a mix of scenario-based exercises, written reflections, and practical simulations. Assessments are designed to demonstrate competence in customer service, communication, and feedback management within realistic professional contexts.

Accreditation Statement

This programme is endorsed by EduQual (UK) and delivered by ServXcellence Institute of Service Leadership, an EduQual-approved Centre, approved to deliver specialist courses that meet international quality assurance and academic standards.

who should ENROL

This course is ideal for:

  • Frontline service and sales professionals.
  • Team leaders and supervisors aiming to strengthen customer engagement.
  • Individuals aspiring to start or grow a career in customer service or hospitality.
  • Organisations seeking to upskill their service teams.

CAREER BENEFITS

  • Gain an internationally endorsed qualification in customer service.
  • Improve confidence and professionalism in dealing with customers.
  • Strengthen opportunities for promotion or cross-industry advancement.
  • Contribute to measurable improvements in customer satisfaction and loyalty.
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