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The objective of this qualification is to support learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement. The 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.
To complete this qualification learners should expect to undertake 6 guided learning hours. This qualification is assessed by a multiple-choice test.
These include understanding the principles of customer service, how customers' needs and expectations are formed, knowing the interpersonal skills and appropriate behaviour required in the customer service environment and understanding the principles of responding to customers’ problems or complaints
1 day Workshop (9.30am – 4.30pm)
Highfield Level 2 Award in Customer Service (RQF)
ACT Head Office, Ocean Park House, East Tyndall Street, Cardiff, CF24 5ET.
T 029 2046 4727