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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If your funding has been declined you have a couple of options:

1. Continue with the booking and pay for the course.
2. Check for eligibility at a later date if your circumstances change.

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DG Training accepts ITA funding for many of THEIR COURSES AND TRAINING PACKAGES

What are Individual Training Accounts (ITAs)?

A Skills Development Scotland Individual Training Account (ITA) is money for you to put towards the costs of employability-focussed learning or training.

What can they be used for?

Eligible applicants could receive up to £200 towards a single training course. There are loads of course geared towards helping you get a job or progress in your career. Many of DG Training’s Courses and Training Packages are approved for ITA funding.

Who are They For?

You could be eligible for an ITA if you are:

  • Aged 16 or over
  • Living in Scotland
  • Currently in, or actively seeking work
  • Not undertaking training through the Employability Fund
  • Not undertaking a Foundation, Modern or Graduate Level Apprenticeship
  • Not participating in the Community Jobs Scotland programme
  • In receipt of an income of £22,000 per year or less, or are on certain benefits

How to apply for an ITA with DG Training

  1. Click on the link
  2. Browse through our approved courses and packages to find one that is right for you
  3. Click on the Apply for Funding button
  4. Complete the online application form
  5. We will contact you with further details



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