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).



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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