This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.
How long will it take?
To complete this qualification learners should expect to undertake 105 guided learning hours.
These include the principles which impact on customers' expectations, how behaviour, communication and interpersonal skills affect customers' expectations and satisfaction, how legislation affects the customer service process, the process of promoting products and services and the importance of effective teamwork and the monitoring of performance.
This qualification is assessed by a portfolio of evidence.