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Overview

This qualification has been developed to recognise candidates' understanding of customer service and their level of interpersonal skills when dealing with routine customer service issues.

The qualification provides accreditation for the interpersonal skills identified as critical for anyone working, or intending to work, within a customer service environment whether their job role involves direct or indirect contact with external or internal customers.

The qualification meets the requirements for a technical certificate in customer service.

It is suitable for candidates:

• who wish to prepare for employment in a job that involves customer service
• who are starting work in a job that involves customer service and wish to learn essential knowledge, understanding and skills at the same time as learning the job
• who are already experienced in a job involving customer service and wish to update their knowledge, understanding and skills to improve their customer service performance
• who are undertaking the technical certificate