This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role. This qualification covers the principles of customer service, including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.

The qualification is assessed through a portfolio of evidence which is put together through the course. Learners must demonstrate their understanding of how to deal with various situations in a safe and professional manner.

The course consists of the following qualification and units:
HF Certificate in Customer Services
GW Award in Cybersecurity
Level 2 Certificate in Customer Services
Level 1 Award in Cybersecurity