Entry Level 3 Certificate for Introduction to Customer Service (4411-33)
Issued by
City & Guilds
This qualification is aimed at learners who are looking to work in the customer service industry but currently have no knowledge and experience. At this level you will develop your customer service knowledge. Suitable for learners aged 14 and over. Ofqual Accreditation No: 501/1838/9
Skills
Earning Criteria
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They are able to: Organisational procedures for customer service; How to protect the security of property and information when delivering customer service; The health and safety rules that relate to a customer service job; The relevant external rules in a customer service job
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Know basic customer service terms; Know the customer service process and its importance; learn from own experience of customer service
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This person will also have a range of skills covering the following areas (depending upon optional units chosen): Importance of appearance and behaviour to give a good impression; How to deal with queries and requests; Communicate and record customers’ problems with others; Working in a customer service role; Handling telephone calls from customers
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Communicating effectively with customers ; Effective relationships with customers and colleagues; Introduction to customer service; Working in a customer focused way; Applying legislation, regulation and organisational procedures for customer service; The customer service experience; Work in a customer-friendly way