WHO REQUIRES THIS QUALIFICATION?
The objective of this qualification is to prepare learners for employment and support 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 recognized qualification.

WHAT DOES THE QUALIFICATION COVER?
Topics include:
• the principles of customer service
• how customer needs and expectations
are formed
• the principles of responding to
customers’ problems or complaints
• interpersonal and teamworking skills
• how to meet customer needs and
expectations
• communicating effectively
with customers
• legislation which supports the
customer service process

Duration: 5 Hours