Theme 1: Customer Service Foundations (both units must be completed)

This theme covers the language and concepts of customer service as well as the organisational context and the external environment in which you have to work.

• Prepare yourself to deliver good customer service.
  Provide customer service within the rules.

Theme 2: Impression and Image  This theme covers customer service behaviours and processes that have most impact on the way customers sees you and your organisation.

• Give customers a positive impression of yourself and your organisation.
  Promote additional services or products to customers.
  Process customer service information.
  Live up to the customer service promise.
  Make customer service personal.
  Go the extra mile in customer service.
  Deal with customer service in writing or using ICT.
  Deal with customer face-to-face. Deal with customers by telephone.

Theme 3: Delivery   This theme covers customer service behaviours and processes that have most effect on the customers experience during customer service delivery.

• Deliver reliable customer service.
  Deliver customer service on your customer’s premises.
  Recognise diversity when delivering customer service.

Theme 4: Handling Problems  This theme covers behaviours, processes and approaches that are most effective when handling customer service problems.

• Recognise and deal with customer queries, requests and problems.
  Resolve customer service problems.

Theme 5: Development and Improvement   This theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

• Develop customer relationships.
  Support customer service improvements.
  Develop personal performance through delivering customer service.

Course Length
6 - 12 months

Venue
Workplace

Start Date
4 weeks after registration /ongoing

Course Content 
The qualification is made up of 7 units, 2 mandatory and 5 optional units appropriate to your hospitality setting.

If you would like to study towards this qualification call the team at Hygiene Sue on 0844 704 4839 to discuss your options further.