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Level 1 Introductory Certificate in Customer Service (Service Sector)
Summary
There are many reasons why customer satisfaction is important and hence why customer service should be developed. The principle reason is that satisfied customers buy again and refer other people to the business. One of the benefits of increased business success is increased job security for the people who work within the company.
This qualification aims to develop the candidate’s knowledge of the key areas that are required to promote and support good customer service.
Learning Outcomes
To be successful in this qualification a candidate must have the knowledge to be able to:
- Demonstrate an understanding of the importance of the provision of good customer service in all sectors.
- Identify customer and organisational needs and expectations in respect of service levels delivered in all businesses.
- Describe the differences between strong and weak customer care, particularly relating to a professional image, communication skills and complaint handling.
- Recognise how to present a professional image and identify techniques for communication positively and effectively with customers, including verbal and non-verbal communications.
- Identify the techniques used to handle customer complaints appropriately.
Content
- Introduction to Customer Service
- Presenting a positive Professional Image
- Handling Customer Complaints
Further learning opportunities may include:
HAB VRQ Level 2 Certificate in Customer Services
HAB NVQ Level 1 – 4 in Customer Services
COURSE INFORMATION
Duration: One day programme
Assessment: Multiple - choice examination
QCA Accredition No.: 100/3211/3
Prerequisite: None
Certificating Body: HAB |
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