Customer Service Up-Skilling Level 2 and 3 Programme

Level 2 Customer Service –
Target Learner:
Front Line Staff working
within the sector

Level 2 Award in the Principles of Customer Service in Hospitality, Leisure, Travel & Tourism This award has been developed to meet the requirements of the sector in providing staff who engage with internal and external customers with introductory knowledge in customer service.

It will be recognised as a knowledgebased unit qualification for the sector and it can also be embedded in existing/new provisions. The qualification will expose learners to practical techniques that can be applied to the workplace including models of best practice.

Through completion of this award, learners will be able to appreciate the vital role they play, as employees or potential employees of the hospitality, leisure, travel and tourism sector, in contributing to the quality of customer service.

Level 3 Customer Service –
Target Learner:
First Line Managers and
Supervisors working
within the sector

Level 3 Award in the Principles of Supervising Customer Service Performance in Hospitality, Leisure, Travel & Tourism

This award will provide in-depth knowledge of how to manage customer service performance in the sector. The unit qualification will be appropriate for supervisory and management staff to enable them to support their staff in providing excellent customer service in the workplace.

It will be recognised as a knowledge-based unit qualification for the sector and it can also be embedded in existing/new provisions. The qualification will expose learners to practical techniques that can be applied to the workplace including models of best practice.

Through completion of this award, learners will be able to appreciate the vital role they play, as supervisors or potential supervisors in the hospitality, leisure, travel and tourism sector, in contributing to the quality of customer service.

Delivery

• Flexible on workplace premises
  Level 2 = I credit (12 hours learning time)
• Level 3 = 2 credits (22 hours learning time)

For more Information contact Nicola Rowles, Economic Engagement Manager on 028 79395238 or 0755 4118 668 or by email on nicola.rowles@nrc.ac.uk