CUSTOMER SERVICE

LEVEL 1 Certificate

The 6-month Customer Service course equips participants with essential skills for delivering exceptional customer experiences in various industries, including retail, hospitality, and call centres. This practical program combines theory, role-playing, and real-world simulations to build confidence and professionalism.

Course Description

This comprehensive 6-month course focuses on modern customer service principles, emphasizing communication, problem-solving, and customer retention strategies. Delivered through interactive sessions, group activities, and assessments, it prepares learners for entry-level to mid-level roles, with a total of 240 guided learning hours spread over weekly classes and self-study. Participants receive a Level 1 Certificate upon completion.

What You Will Learn

• Effective verbal and non-verbal communication techniques, including active listening, empathy, and handling difficult conversations.
• Customer journey mapping, complaint resolution using the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and upselling/cross-selling skills.
• Digital tools for customer service, such as CRM software, email etiquette, social media response protocols, and telephone best practices.
• Time management, teamwork, cultural sensitivity, and personal development for sustained career growth in service roles.

Entry Requirements

• Basic literacy and numeracy skills (equivalent to GCSE Level 2 or above).
• No prior experience required; suitable for school leavers, career changers, or those in entry-level jobs.
• Reliable attendance and access to a computer/internet for online components; minimum age 16 years.

 

 

 

 

 

Dates and Times –

Course schedule & attendance requirements

One day per week, for 6 Months
🕔 9.30 am to 2.30 pm

Start Dates	Duration	Places
January 2026	Every Wednesday (6 months)	20
May 2026	Every Wednesday (6 months)	20
September 2026	Every Wednesday (6 months)	20

 

Pricing

Fee

D30,000.00 (Thirty Thousand Dalasi)

All prices are inclusive of course fees, mandatory course materials, awarding body registration & exam fees.

Option 1 – Pay upfront

Receive a D1000.00 discount

D29,000.00 (Twenty-Nine Thousand Dalasi)

This only applies to a single payment made no later than 7 days prior to the course date.

Option 2 – Pay by instalment

Deposit

30% non-refundable deposit required to secure your place

D9,000.00

Remaining balance of D21,000.00 to be paid in 2 instalments

D11,000.00 to be paid 7 days prior to the course start date and the remainder balance of D10,000.00 to be paid after completion of the first term.

 

Enrol now

Only a 30% Deposit is required to secure your place on this course if the course start date is more than 1 calendar month away. Any courses with a start date less than one calendar month away will be required to pay full balance. To discuss payment plan options, please call the administration team on +220 2591551

 

Contact

48 Kairaba Avenue, Pipeline, KMC, The Gambia

Administration: admin@sassgroupgm.com

Course enquiries: admission@sassgroupgm.com

General/Course Enquiries: +220 2591551 / +220 7994498