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Principles of Customer Service in Hospitality Leisure Travel and Tourism

 

Unit Number T/600/1059
Unit Level 2
Unit Title Principles of Customer Service in Hospitality Leisure Travel and Tourism
Sector
Credit Value 1 Guided Learning Hours 10
Mandatory Assessments Required 1

Optional Assessments  of required.

Description

This unit 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 unit 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 unit also covers in more detail anticipating, responding and managing customer’s needs and expectations.

Assessment

This unit is about knowledge and assessment is by multiple choice exam. Please see the IQ QMS guide for details on how to register, book assessment, etc. 

Links

This unit is part of the following qualifications: -

Qualification No.Qualification Title
600/3125/6IQ Level 2 Award in the Principles of Customer Service in Hospitality, Leisure, Travel and Tourism (QCF)

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