The CoPE Level 3 qualification builds the personal and interpersonal skills essential in customer-facing roles across retail, hospitality, call centres, and more. Learners will strengthen their confidence, communication, and problem-solving abilities, helping them deliver excellent service in real or simulated environments.
Example Applications:
Working with Others: Organise and run a customer experience day.
Problem Solving: Handle a simulated customer complaint professionally.
Research: Explore customer satisfaction strategies used by top companies.
Discussion: Reflect on the impact of body language and tone of voice in service roles. Presentation: Train peers on the importance of customer service excellence.
This pathway supports progression into customer service apprenticeships, employment, or further training in hospitality, retail, or admin—while contributing 16 UCAS points for academic progression.
Course Modules
Level: Level 2/3 Specific Units – Customer Service Course (ASDAN CoPE Level 3 / Lifeskills Challenge)
Core Vocational Units
1. Introduction to Customer Service Define what good customer service means in different industries Identify internal and external customers
Reflect on your own experiences as a customer
2. Communication in Customer Service Practise verbal and non-verbal communication (tone, eye contact, body language) Role-play greeting a customer, answering a phone call, or responding to a complaint
Complete a self-assessment of communication strengths and areas for improvement
3. Dealing with Difficult Situations Identify common causes of customer complaints Practise conflict resolution through role-play
Develop a three-step process for calming an upset customer
4. Understanding Customer Needs Conduct a customer needs assessment (e.g. surveys, observation, or interviews) Reflect on how to adapt service to meet diverse needs (e.g. age, disability, preferences)
Create a “customer journey map” for a real or simulated business Work-Readiness and Employability Units
5. Telephone and Digital Etiquette Practise answering a business phone with a script
Write and format a professional email reply Compare in-person vs. digital communication in customer service
6. Teamwork in the Workplace Complete a team task (e.g. run a pop-up help desk or mock reception)
Reflect on how roles were shared and how challenges were handled Peer-review each other's contribution to the task
7. Personal Presentation and First Impressions Explore grooming, dress code, and personal hygiene expectations Create a “first impressions checklist”
Deliver a 2-minute personal introduction as if applying for a front-of-house job Portfolio and Reflection Units
8. Customer Feedback and Service Improvement Design and distribute a short feedback form to peers or mock customers
Analyse the results and propose two service improvements Present your findings to the group
9. Planning a Customer Service Event Plan a themed customer welcome activity (e.g. open day, school info desk, charity stall) Assign roles and responsibilities within the team
Run the event and collect feedback as part of your assessment
10. Career Progression in Customer Service Research career options in retail, hospitality, admin, or support services Identify qualifications, pay rates, and typical progression routes
Create a personal development plan or simple CV and cover letter
Awarding Body
ASDAN
Student Expected Outcomes
Provider Expected Outcomes Upon completion, learners will:
- Achieve the ASDAN CoPE Level 3 certificate, earning 16 UCAS points
- Develop practical skills in communication, problem-solving, and teamwork within customer service contexts
- Build confidence in handling real or simulated customer interactions
- Create a portfolio of work to support progression into further training or employment
- Explore career pathways in retail, hospitality, call centres, and administration
- Receive support for reintegrating into mainstream education or transitioning to other learning opportunities, if appropriate
Key Stage course delivered to
KS3;KS4;KS5;
Admissions Criteria
Age Requirement: Applicants must be aged 13 or over at the time of enrolment.
Eligibility :Must be eligible to study in the UK. Open to learners in alternative provision, home education, or mainstream education who are seeking vocational experience and skills in business administration.
Academic Requirements: No formal qualifications are required. However, learners should be able to:
Engage in basic English and Maths tasks (an initial assessment may be carried out to support learning needs if need be).
Use or develop basic digital skills for administrative tasks.
Behaviour and Attendance Learners must demonstrate: Respectful behaviour toward staff and peers. A commitment to attending sessions regularly and actively participating.
Support Needs: Empowering Futures is an inclusive provider. Learners with SEND or additional support needs are encouraged to apply. We aim to provide appropriate support and reasonable adjustments to meet individual needs.
Referral and Enrolment Referrals can be made by: Schools Local authorities Parents/carers (for home-educated learners)
Youth and support services : All prospective learners will be invited to attend a meeting to view the provision, meet the staff, and determine whether the environment and course are suitable for their needs and goals.
Staff Experience
The course is facilitated by professionals who:
- Hold teaching and vocational qualifications relevant to customer service and related fields
- Possess hands-on experience in customer-facing roles across various industries
- Are trained in inclusive practices, safeguarding, and behaviour management
- Engage in continuous professional development to stay updated with industry standards
- Have a history of guiding learners toward further education, apprenticeships, or employment in customer service sectors
Delivery Area
Classroom, online and reception
Programme length
Up to a whole Academic Year
Transport Provided
Can be organised
Days Of Delivery
Tuesday and Thursday
Times of Delivery
9:30am -2:30pm
Staff Ratio
Group
Additional Notes
- Group Size and Delivery Format: The course is designed to be flexible and personalised to meet the needs of each learner.
We deliver the course via:
1-to-1 sessions where needed (e.g. for learners with high needs or specific support requirements)
Small group delivery with a maximum of 4 learners per group to ensure focused attention and meaningful interaction.
This model allows for effective differentiation, strong pastoral support, and the opportunity for learners to build confidence in a low-pressure environment.
- Minimum Group Size: The minimum group size is 1 learner, allowing for bespoke 1-to-1 tuition where group delivery is not suitable. We aim to group learners when appropriate, but never exceed 4 per session.
- Minimum Days per Week Learners are required to attend a minimum of one day per week, choosing either: Tuesday, or Thursday
There is no requirement to attend both days, though additional support days may be arranged by agreement for learners requiring further engagement or catch-up.
- Flexible and Inclusive Sessions are scheduled to ensure consistency and to support routine and responsibility.
Empowering Futures works with referring schools and agencies to ensure timetables are suitable and align with EHCP targets or reintegration plans.
Cost of Course
Cost per full day: £58.55 Cost per half day: £29.28
