City & Guilds Level 1 Introductory Certificate in Customer Service (Service Sector)
Who needs this qualification?
This qualification is suitable for anyone who works as front-line staff who liase directly with clients. This qualification aims to develop the candidate’s knowledge of the key areas that are required to promote and support good customer service.
Topics Covered:
Ø Introduction to customer service
Ø Delivering superior customer service
Ø Handling and resolving customer service problems
Ø Measuring customer service success and making improvements for the future.
Learning Outcomes
To be successful in this qualification a candidate must have the knowledge to be able to:
v Demonstrate an understanding of the importance of the provision of good customer service in all sectors.
v Identify customer and organisational needs and expectations in respect of service levels delivered in all businesses.
v Describe the differences between strong and weak customer care, particularly relating to a professional image, communication skills and complaint handling.
v Recognise how to present a professional image and identify techniques for communication positively and effectively with customers, including verbal and non-verbal communications.
v Identify the techniques used to handle customer complaints appropriately.
Duration: One day program (7 Hours)
Assessment: Multiple - choice examination
OFQUAL Accredition No.: 500/5689/X
Prerequisite: None
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