Course Overview
Developing Core Skills for Office‑Based Customer Service
This short course introduces the key principles of customer service in an office environment. It’s ideal for anyone who wants to improve how they communicate with customers, understand their needs, and manage interactions confidently and professionally.
What you’ll learn
- Active listening skills to accurately understand customer needs
- How to stay organised and manage time effectively
- Approaches for maintaining professionalism during challenging situations
- Practical techniques for delivering clear and supportive customer service in an office setting
If dates are not displayed on this page, you can still register your interest and we will contact you when a new course is scheduled.
Will I have to pay for courses?
The majority of our courses are free, subject to the criteria listed. For advanced level accredited courses, there is a fee-paying option available if a learner does not meet the criteria for a free course.
What are the requirements for joining a course?
Our courses are free for those who meet all of the following criteria:
- You live in a London/Greater London Borough*
- You are not in full time education
- You have not achieved this qualification before
- You are aged 19 or older on 31st August 2025
- Have permission to live in the UK for at least 12 months from the first day of learning
If you don’t have permission to live in the UK for 12 months from the first day of learning there are exemptions which can be discussed with the IAG advisor that will contact you.
*Occasionally, funding may be available for learners outside London. Email edlifelong@richmondandwandsworth.gov.uk to check eligibility.
What do I have to do to enrol for a course?
For all courses, you will be asked to complete a registration, followed by an enrolment form and have a short discussion with one of our advisors to make sure the course is right for you. If you are enrolling for an accredited course, you will also be asked to complete an online English assessment (and maths, in some cases) and achieve a certain level of ability, depending on the qualification.
What is an accredited course?
Accredited courses are programmes that require a BKSB assessment (see below), are subject to formal evaluation and are recognised by an awarding body. Successful completion will result in a nationally recognised qualification.
What is a BKSB assessment?
The Basic and Key Skills Builder (or BKSB) is designed to assess the level of a candidate in English, maths and information and communication technology (ICT) before joining an accredited programme. This ensures that the learner meets the required level for the course. For most accredited courses, only an English assessment is required.
What is a non-accredited course?
Non-accredited courses are normally short, consisting of one or two sessions. They still offer valuable knowledge and skills but lack endorsement by an awarding body and are not subject to formal evaluation.
Are courses available online or in-person?
Courses may be delivered online or in a classroom setting, depending on the subject being taught.
What kind of learning materials will be provided?
Learners will have access to comprehensive course materials, including presentations, handouts, and additional resources to support their learning journey.
What support will I receive during the course?
Your tutor will be on hand during classes to help you and to support you through challenging modules. Outside of the classroom, your tutor can be contacted for help with any queries. Our Admin Team is also available to answer technical questions.
Are the courses suitable for individuals from any industry?
Yes. The courses cater to professionals across various industries, providing transferable skills applicable in diverse workplace environments. All of our courses are designed to equip individuals with the skills necessary to succeed in their chosen field, whether they are new to it or seeking advancement.
Will I receive a certificate upon course completion?
Yes. Upon successfully completing an accredited course, participants will receive a recognised certification. Participants who successfully complete a non-accredited course will receive a certificate of attendance.
T: 020 8871 8055
E: edlifelong@richmondandwandsworth.gov.uk
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