Qualification Aim: 

This unit qualification will help learners to understand the consequences of good and poor customer service skills and their role when dealing with complaints from customers.

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Learners will be able to: 
  • Understand the benefits to the organisation of good customer
  • Understand the possible consequences of poor customer service
  • Understand the value of first impressions
  • Understand positive verbal and non-verbal interaction with
  • Understand that respect for the individual is at the heart of good
    customer service
  • Understand your role in dealing with complaints from customers

Qualification Structure: 

To be awarded the NCFE Level 1 unit credit in Employability Skills candidates must successfully complete a pre designed training pack covering relevant units of work, awareness, self- improvement and personal effectiveness of work.

The pre-designed training pack covers all relevant criteria for the learners to achieve 1 unit credit in total.  



Delivery of this course is classroom based requiring all candidates to attend 8 classroom based learning sessions.  Candidates will work through a handbook with questions and tasks that will take place in the classroom and in homework assignments

 Candidates must have an 80% attendance of classroom based sessions.


Internally assessed and externally moderated portfolio

Guided Learning Hours: 36 - 48