Introduction
Deliver Outstanding Customer Service with Confidence
Excellent customer service is at the heart of every successful business. The Highfield Level 2 Award in Customer Service is designed for individuals who are currently working in customer-facing roles or those looking to start a career where customer interaction is essential.
This nationally recognised qualification provides learners with the knowledge and practical understanding needed to deliver exceptional customer experiences, communicate effectively, and handle customer enquiries and complaints professionally. Suitable for a wide range of industries, the course helps build confidence, improve customer satisfaction, and enhance workplace performance.
To book a funded place: 15-25 year olds looking to start a career or upskill in hospitality – Funded by Holywood Trust
To book a funded place: Over 25’s living & Working in coastal area – Coastal Benefit Funding
Course code
SHCS
Location
Varies
Duration
1 Day, 09:00 – 16:30
Price
£125.00
Availability
Location: Dumfries
Delivery – 17 Aug 2026 09:00
Location: Stranraer
Delivery – 24 Aug 2026 09:00
Location: Annan Athletic Football Club
Delivery – 31 Aug 2026 09:00
Location: Rock and Wheels, Dalbeattie
Delivery – 07 Sep 2026 09:00
Location: The Merse, Wigtown
Delivery – 14 Sep 2026 09:00
Location: The Selkirk Arms, Kirkcudbright
Delivery – 21 Sep 2026 09:00
Location: Dumfries
Delivery – 28 Sep 2026 09:00
Location: Stranraer
Delivery – 05 Oct 2026 09:00
Entry Requirements
- Suitable for learners aged 14 years and above
- A minimum of English, and Literacy at SCQF Level 4 (or equivalent) is recommended
- No previous customer service qualification is required
Whether you are new to customer service or looking to strengthen your existing skills, this qualification provides a solid foundation for delivering professional and effective customer care.
Additional Entry Requirements
Important Notice for All Course Attendees To attend and complete the course, you must bring valid photographic identification. Acceptable forms of ID include:
- A valid UK passport
- A full or provisional UK driving licence
Please note:
Failure to present a valid photo ID on the day may result in you being unable to complete the course.
This requirement is part of our compliance procedures and is essential for verifying participant identity.
Thank you for your cooperation.
Course Content
During this course, learners will gain an understanding of:
- The principles and importance of customer service
- How customer expectations are formed and managed
- Different types of customers and their needs
- Effective communication and interpersonal skills
- Building positive customer relationships
- Professional behaviour and presentation
- Customer service skills when using the telephone
- Handling customer problems and complaints
- Techniques for dealing with challenging customer situations
- The importance of teamwork in delivering excellent service
Assessments
Learners will complete a multiple-choice examination consisting of 30 questions. The assessment duration is 1 hour.
Additional funding information
Are you, or do you employ, someone aged 15–25?
In partnership with The Holywood Trust, fully funded training is available to help young people across Dumfries and Galloway build skills for a career in the hospitality industry—whether they are just starting out or already working in the sector.
Places are limited, so early booking is recommended.
To secure a place and access this funding, please complete the relevant booking form below:
Training Booking Form Funded By The Holywood Trust for 15 – 25 Year Olds – Fill in form
D & G Coastal Benefits Fund Via Springboard
Individuals aged 25 and over, who live in eligible coastal communities across Dumfries and Galloway can access funding to receive high-quality hospitality training that helps individuals develop new skills, enhance career opportunities and support the continued growth of the local hospitality sector.
Before completing this form, please ensure that you:
- Are aged 25 years or over.
- Live within one of the eligible Coastal Benefit Fund communities listed below.
- Meet any course-specific entry requirements (where applicable).
Nith Estuary / Solway Coast Caerlaverock, Cummertrees & Cummertrees West, Eastriggs, Dornock & Creca, Gretna & Rigg, Kingholm Quay, Kirkbean, New Abbey, Royal Burgh of Annan, Ruthwell & Clarencefield, Southerness, and Troqueer Landward
Stewartry (Kirkcudbrightshire Coast) Auchencairn, Borgue, Buittle Parish, Colvend & Southwick, Dalbeattie, Dundrennan, Gatehouse of Fleet, Kirkcolm, Royal Burgh of Kirkcudbright & District.
Wigtownshire / Machars / Rhins Cairnryan, Cree Valley, Garlieston, Isle of Whithorn, Kirkmabreck, Kirkmaiden, Leswalt, Old Luce, Port William, Portpatrick, Stoneykirk, Stranraer, Whithorn, and Wigtown & District.
Places are limited, so early booking is recommended.
To secure a place and access this funding, please complete the relevant booking form below:
D&G Coastal Benefits Funded by Springboard Form
Course Contact Details
shortcourses@dumgal.ac.uk
01387 734199