Diploma in Customer Service

This qualification is aimed at individuals who work in customer service roles and wish to formalise their skills with a nationally recognised qualification. It is suitable for those who interact with customers regularly and want to demonstrate their competence in delivering high-quality customer service. The qualification is structured to ensure that there is a high degree of flexibility within the units available and will allow employees from companies of all sizes and specialisms equal opportunity to complete. Candidates will develop and demonstrate skills in customer communication, problem resolution and service delivery.

• Deliver excellent customer service
• Communicate effectively with customers
• Resolve customer problems and complaints
• Develop and maintain customer relationships
• Understand customer service principles and practices
• Work within organisational procedures and guidelines
• Demonstrate competence in a real workplace environment

Evidence of performance and knowledge is required. Evidence of performance should be demonstrated by activities and outcomes, generated in the workplace. Evidence of knowledge can be demonstrated through performance or by responding to questions.

Potential Sources of Evidence

Please note that photocopied or downloaded documents such as manufacturers' or industry guidance, H&S policies, Risk Assessments etc, are not normally acceptable evidence for GQA qualifications unless accompanied by a record of a professional discussion or Assessor statement confirming candidate knowledge of the subject. If you are in any doubt about the validity of evidence, please contact your GQA EQA.