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.
Who is this qualification for?
This qualification is aimed at 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.
How long will it take?
To complete this qualification learners should expect to undertake 192 guided learning hours.
These include identifying customers and their characteristics and expectations, how to communicate using customer service language, how to follow the rules to deliver customer service, how to maintain a positive and customer-friendly attitude, how to communicate effectively with customers and how to give customers a positive impression of themselves and the organisation.
This qualification is assessed by a portfolio of evidence.