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Level 3 Certificate in Customer Service (QCF)

Level 3 Certificate in Customer Service (QCF)Description
This qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers' expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

Duration
The minimum contact hours for this course are 105, delivered over 12 days. This can be consecutive or delivered one day per week for 12 weeks.

Syllabus
Learners will complete two units:

  • Principles of customer service delivery
  • Developing and improving the customer service process.

Throughout the course, learners will cover principles which impact of customer expectations, behaviour, communication and interpersonal skills, solutions to customer problems and complaints, legislation, customer feedback, promoting products and services, teamwork and monitoring performance.

Assessment/Certification
Learners will be assessed by the tutor throughout the course, and will also build a portfolio of evidence to submit to the awarding body.



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