iCQ Level 3 Certificate in Principles of Customer Service (RQF)

Overview

The purpose of this qualification is to provide learners with a deeper understanding of advanced customer service concepts and practices. This qualification covers topics such as customer relationship management, handling complex queries, and improving customer service strategies. | Learners will develop skills to enhance customer satisfaction, manage customer expectations, and resolve issues effectively. | This certificate is ideal for those seeking to advance in customer service roles or move into supervisory positions where higher-level customer service management skills are required.

Units & Modules

- Learning to develop and improve the customer service process | - Understanding the principles of customer service delivery

Assessment

The qualification will be assessed by a portfolio of evidence. Your personal assessor will conduct monthly meetings via Teams to review and develop your progress towards the qualification. | All assessments need to be passed, and each will directly assess the knowledge, skills and behaviours of the qualification.