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. This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role. To complete this qualification learners should expect to undertake 6 guided learning hours.
- Understanding the principles of customer service,
- How customers’ needs and expectations are formed,
- Knowing the interpersonal skills and appropriate behaviour required in the customer service environment
- Understanding the principles of responding to customers’ problems or complaints .
This qualification is assessed by a multiple-choice test. Learners will receive an accredited certificate from Highfield which is valid for 3 years.
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