The Level 2 Award in the Principles of Customer Service in Hospitality, Leisure, Travel and Tourism is a qualification for individuals who work or would like to work with customers and wish to provide excellent customer service.
This qualification covers the knowledge of the importance of customer service principles to Organisations, individuals, and customers; it provides the relevant introductory knowledge of the principles of customer service across sectors, and will be appropriate for staff engaging both with internal and/or external customers.
The qualification focuses on understanding the role of the organisation and individuals in proffering excellent customer service and the importance of understanding the needs and expectations of customers. Highlighted in particular is the impact of customer service, importance of customer service procedures, effective communication skills and presentation.
The qualification also covers in more detail anticipating, responding and managing customer’s needs and expectations.
This short course is assessed by a multiple choice exam
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