Information about this qualification could differ depending on where you are in the UK. Chose your nation to view the relevant detail:
This qualification was 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 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. These two interactive programmes will equip your staff with the knowledge and skills to deliver world-class customer service in the hospitality sector. They are specially designed for those involved in service delivery and specific programme has been developed for team leaders, supervisors and managers who support others in delivering customer service. For further information on these programmes please click here.
The qualification is also embedded in other qualifications such as the Level 2 Diploma in Food and Beverage Operations.