Who is this qualification for?
This qualification is aimed at individuals wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.
The course content has been written by leading experts in the field of customer service and learners will cover the following topics:
- Customer service principles
- Customers’ needs and expectations
- Behaviour and interpersonal skills
- Responding to problems or complaints
How long will it take?
To complete this qualification learners should expect to undertake approximately 12 hours of learning.
These include the principles of customer service, understanding how customers' needs and expectations are formed, identifying the legislation that supports the customer service process, demonstrate how to meet customers' needs and expectations and applying customer service improvements and developing yourself.
This qualification is assessed by a portfolio of evidence.