SQA Award in Customer Service: Principles and Practices SCQF Level 5


This qualification is appropriate to any delegate who wishes to understand the personal factors and skills required in making a positive first impression with customers and dealing with customer needs. (Delegates who have completed the World Host training course are well suited to undertake this Unit).

Please note the locations and dates for this course are:

Thursday 20th February 2020 – Dumfries – FULLY BOOKED

Thursday 27th February 2020 – Dumfries

We also run courses in Glasgow or Edinburgh or at other locations by arrangement. 

Please contact us for further details.


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Guided Learning Hours

This course will be run over six hours. It can be delivered in one day or split over two half-day sessions.

Form of Assessment

Delegates will generate evidence which demonstrates they have achieved all Outcomes and Performance Criteria for the Unit. A mixture of written and oral evidence will be gathered contained within the Learner Support Pack. Role Play will also be used as an assessment instrument.


  • Who are our Customers?
  • Internal and External Customers
  • Creating a Positive First Impression
  • How do we Communicate?
  • Question Technique
  • Customer Needs and Expectations
  • Personal Skills and Qualities
  • Benefits of Positive Customer Service to your Organisation
  • Dealing Positively with Customer Feedback