Tourism and Heritage
- Tools
- Duration
- 1 year
- Location
- In the workplace
What does the course include?
To achieve a full certificate in Customer Service, you are required to complete 2 mandatory units and 5 optional units (at least one unit from each Theme).
MANDATORY UNITS (2 Units)
THEME – Customer Service Foundation
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
OPTIONAL UNITS (6 Units, at least one unit from each theme)
THEME – Impression and Image
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing or using ICT
- Use customer service as a competitive tool
- Organise the promotion of services or products to customers
THEME – Delivery
- Deliver customer service on your customer’s premises
- Recognise diversity when delivering customer service
- Deliver customer service using service partnerships
- Organise the delivery of reliable customer service
- Improve the customer relationship
THEME – Handling Problems
- Monitor and solve customer service problems
- Apply risk assessment to customer service
- Process customer service complaints
THEME – Development and Improvement
- Work with others to improve customer service
- Promote continuous improvement in customer service
- Develop your own and others’ customer service skills
- Lead a team to improve customer service
- Gather, analyse and interpret customer feedback
What are the benefits for employers?
Customer service trained staff will improve the reputation and brand of the organisation and will ensure it retains customers. The average company loses 10% of customers per year and invests a lot of money to try and replace them.
What do I need to get onto this course?
There are no formal entry requirements for this qualification, however your
job role needs to be able to generate the evidence required to gain the qualification.
How will I be assessed?
The QCF is an evidence-based qualification. You will be advised on the collection of evidence and assessed by tutors from GCC at your workplace.
Where does it lead?
Further career progression.