Level 1 Certificate for Introduction to Customer Service (4411-11)
Issued by
City & Guilds
This qualification is aimed at learners who have no previous customer service experience but who are looking to develop skills to work in the customer service industry. Learners will develop a knowledge and be able to demonstrate customer service skills. Suitable for learners aged 14 and over. Accreditation No: 501/1837/7
Skills
Earning Criteria
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They are able to: Be able to follow customer service procedures for a particular job; Be able to protect the security of property and information when delivering customer service; Know the health and safety requirements of delivering customer service; Know external rules that impact on customer service delivery
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Know the customer service principles that affect a customer related job; Know what is required of a particular job holder to meet customer expectations; Know the outline of entry level customer service jobs; Know the outline of customer service jobs that may be accessible after experience in first step jobs
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This person will also have a range of skills covering the following areas (depending upon optional units chosen): Importance of appearance and behaviour to give a good impression; How to deal with queries and requests; Communicate and record customers’ problems with others; Working in a customer service role; Handling telephone calls from customers; Communicating effectively with customers; Effective relationships with customers and colleagues
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Introduction to customer service; Working in a customer focused way; Applying legislation, regulation and organisational procedures for customer service; The customer service experience; Work in a customer-friendly way