Customer Service

This accredited qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

This qualification forms the knowledge component of the Intermediate Customer Service Apprenticeship or can be delivered on a stand-alone basis.

The HABC Level 2 Award in Customer Service (QCF) has been accredited by the regulators of England and Wales (Ofqual and the Welsh Government) and is part of the Qualifications and Credit Framework (QCF). It is supported by Skills CFA, the Standard Setting Body for business skills

Qualification Overview

This qualification has been designed for delivery to any learner working or preparing to work in a customer service role or where using the telephone is a part of their role.

The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.

Entry Requirements
There are no prerequisites for this qualification. However, it is advised that learners have a minimum Age ranges. This qualification is approved for delivery to the age ranges 14+. These qualifications are suitable for learners in England, Wales or Northern Ireland as well as internationally

Learning Outcomes Assessment Criteria

The learner will: The learner can:

• Understand the principles of customer service

  • Identify the purpose of customer service

  • Describe how customer service affects the success of an organisation

  • Identify the different types of customers an organisation may have

  • Identify the range of customer needs

  • Describe how effective teamwork impacts on customer service

• Understand how customer needs and expectations are formed

  • Describe the purpose of an organisation’s service offer

  • Describe how customer expectations are formed

  • Describe the relationship between customer expectations and customer satisfaction

  • Identify why it is important to ensure effective customer relationships are maintained

  • Identify methods of obtaining customer feedback and why this is important

• Know the interpersonal skills and appropriate behaviour required in the customer service environment

  • Identify different methods of communication

  • Describe the range of interpersonal skills required for effective customer service

  • Explain how non-verbal communication of the service deliverer can affect the behaviour of the customer

  • Describe how personal presentation, approach and attitude will influence the perception of the service delivered

  • Describe the appropriate behaviour and customer service skills required when using the telephone

  • Explain why it is important to ensure that the customer is informed and reassured at all stages

• Understand the principles of responding to customers’ problems or complaints

  • Identify common causes of customer problems and complaints

  • Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers

  • Describe ways of handling difficult customer situations

  • Explain the importance of responding to customer service issues promptly

Assessment /Test paper

The assessment consists of 30 multiple choice questions and a pass mark of 75% must be achieved.