Who is this qualification for?
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.
How long will it take?
To complete this qualification learners should expect to undertake 6 guided learning hours.
These include 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 and understanding the principles of responding to customers’ problems or complaints .
This qualification is assessed by a multiple-choice test.