Course Outline

This qualification is designed for those who want to offer improved levels of service to their customers. The programme specifically looks at developing positive working relationships with customers.

Course Content

There are four units of 30 guided learning hours. The units are as follows:

Mandatory

• Delivering excellent customer service skills
• Meeting the needs of the organisation
• Improving organisational performance
• Developing customer service skills

Progression Opportunities

The Certificate in Customer Relations covers the underpinning knowledge required for the mandatory units and some optional units for the NVQ in Customer Service Level 2. It provides a useful stepping stone for those wishing to progress to the NVQ.

Duration
The course is structured over a 32 week programme that is delivered by a qualified facilitator in the workplace. Where appropriate it can be completed in a much shorter period but can also be taken over a longer period.