International Introductory Award in Customer Service

Course Overview

This qualification aims to develop the learner’s knowledge of the key areas that are required to promote and support good customer service. It can also contribute to the development of key skills in communication, working with others, and problem solving.

During the programme learners will cover:

• importance of the provision of good customer service in all sectors
• Identify customer and organizational needs and expectations in respect of service levels delivered in all businesses
• strong and weak customer care, particularly relating to a professional image, communication skills and complaint handling
• professional image and identify techniques for communicating positively and effectively with customers, including verbal and non-verbal communications
• techniques used to handle customer complaints appropriately

Assessment

Assessment will determine whether learners have achieved the standard required to obtain a City & Guilds International Introductory Award in Customer Service