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Principles of Customer Service (WorldHost) Level 2 - Qualification

Part-Time, GCS Training
Level 2
Jubilee Court
One day


This award is a fully-funded one-day short course, which will comprehensively cover the essential principles of customer service for the hospitality, leisure, travel and tourism industries, as well as many other industries where customer service is the key to success.

It is primarily suitable for any individual who aims to deliver excellent customer service to the public and/or fellow colleagues. It’s ideal for all levels of employment, and can also be used as a refresher for those already experienced in providing high quality customer service.

Key information

Learners will attend a one-day workshop delivered by an experienced WorldHost qualified and approved trainer. The course is an interactive and engaging experience for staff, covering real-world scenarios with opportunities for discussion and activities to share best practice.

The courses are typically classroom based, however remote delivery can be arranged for bespoke group sessions. The training is proactive, enjoyable and engaging.

The award is assessed through a multiple-choice test, based on topics covered during the day.


  • How to create a positive first impression
  • First impressions
  • Components of customer service
  • Needs and expectations 
  • The power of social media
  • Everyone’s a winner
  • 5 ways to help remember names
  • Attitude is everything 
  • The communication process
  • 3 parts to the communication process
  • Effective listeners 
  • Lasting impressions
  • Characteristics that are required to deliver great customer service

Gower College Swansea currently has a 99% successful pass rate for this course.

World Host - Principles of Customer Service
Course code: YA1359 DLC5
Jubilee Court
1 day
9:30 - 4:30pm
Level 2