Skills for the job - Your City & Guilds qualification is proof that you have the skills to do a job – which is why employers rate these qualifications and look for people who have them. City & Guilds qualifications give a great mix of practical skills and theoretical knowledge.

This award is aimed at candidates who are in a working and /or learning environment. They will have the opportunity to learn, develop and practice the skills required to make an effective contribution to customer service environment.

This certificate (4410-12) consists of 3 units:

1. Customer Service Principles - enables the candidate to develop an appropriate knowledge and understanding of the principles of customer service (relating to both internal and external customers) in order to create effective solutions.
2. Develop, maintain and support the customer service environment enables the candidate to develop an appropriate knowledge and understanding of the legislative environment appropriate to customer service and organizational policies and procedures support the customer service process.  The contribution of effective team-working and the maintenance of customer service records are also explored
3. Maintain procedures, services and processes for customers: This unit is about enabling the candidate to gain an awareness of the products and/or services applicable to their customer services environment.  Completion of the unit will also enable the candidate to promote products and/or services to customers

Assessments:  Assessment consists of practical assignments for each unit which are completed as part of the training program and a final multiple choice online exam which will be set and tested by City and Guilds.

Learning outcomes:

By the end of this qualification candidates should be able to:

• develop an appropriate knowledge and understanding of the principles of customer service (relating to both internal and external customers) in order to create effective solutions;  identify customer needs and expectations; identify  effective solutions to meet customer needs within their own limits of responsibility;
• identify a range of organizational policies and procedures and the legislation which impacts upon the customer service process; identify the interpersonal skills which are required for effective team-working; maintain and contribute to the improvement of customer service records;
• explain the value of providing after customer service support for a service and a product; maintain knowledge of products and services within the organization; support the promotion of the products and services

Minimum secondary level of education with at least two years experience in the relevant business environment.

Classes are spread across 3 months, scheduled twice a week, during evening hours.

City & Guilds is the UK’s leading provider of vocational qualifications and is one of the largest international vocational awarding bodies in the world. The range of international & general vocational qualifications covers the majority of occupational areas and they are recognised for employment, progression to further education and University entrance. For further information log on to www.cityandguilds.com