Customer Service

The role of a customer service practitioner is to deliver high quality products and services to customers

Qualification Overview:
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.

Entry Requirements:

  • It is advised that learners have a basic level of English skills before enrolling onto this qualification.
  • Learners should be 16 years or above
  • Should be working, volunteering or on practical placement in the industry, as they would need to show competence in both knowledge and skills.

Topics Covered:
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.

Assessment Method:
This qualification is assessed by a portfolio of evidence.

Course Duration:

  • 6 to 12 months depending on course level

Progression routes could include further qualifications within Customer Service, Team Leading or Management.