Guided Learning Hours
This course will be run over six hours. It can be delivered in one day or split over two half-day sessions.
Form of Assessment
The qualification is assessed by a multiple-choice question examination. The examination for this qualification contains 30 questions that must be completed within 1 hour. The pass mark is 66%.
- The principles of customer service
- How customer needs and expectations are formed
- The interpersonal skills and appropriate behaviour required in the customer service environment
- The principles of responding to customers’ problems or complaints