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Overview

This qualification has been developed to recognise candidates’ understanding of customer service when dealing with complex and non-routine customer service issues.

The qualification provides accreditation for the full breadth of essential knowledge and understanding that would be needed by a competent employee functioning in a customer service role.

It is suitable for candidates:

• 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 wish to develop their full potential and/or the potential of others to deliver and improve customer service
• who are seeking career progression through jobs involving customer service
• who are undertaking or are preparing to undertake, the Level 3 NVQ in Customer Service