Overview

This is a new qualification 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 is the only hospitality, leisure, travel and tourism customer service qualification approved by People 1st. It highlights the importance to the organisation of providing excellent customer service, the importance of individual’s action and the importance of customers’ needs and expectations.

The qualification is usually delivered in one day and sits alongside a level 3 Award in the Principles of Supervising Customer Service Performance 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 has developed a training programme that leads to the qualification. They have also approved a number of trainers, who have successfully passed their training and met the criteria to delvier the qualification. The qualification is also embedded in other qualifications such as the level 2 Diploma in Food and Beverage Operations