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This qualification was developed on the back of in-depth research conducted by People 1st looking at worldclass customer service. The research looked at what those employers considered to be offering worldclass customer service were doing and this qualification takes into account the research findings. It highlights the importance of developing a customer service culture within their business, building teams and motivating colleagues through techniques such as on-site coaching and effectively monitoring and communicating levels of customer service performance.
The qualification is usually delivered in two day and sits alongside a level 2 Award in the Principles of Customer Service in Hospitality, Leisure, Travel and Tourism that has been designed for first line managers on the back of the same research. They are ideal to be combined with in-house training.
The National Skills Academy for hospitality developed a training programme that leads to the qualification. These two interactive programmes will equip staff with the knowledge and skills to deliver world-class customer service in the hospitality sector. They are specially designed for those involved in service delivery and specific programme has been developed for team leaders, supervisors and managers who support others in delivering customer service. For further information on these programmes please click here.