- Etiquette
- Elective Package 1: Restaurant City Challenge
- Elective Package 2: The Secret Art of Barista and Tea Master
- Elective Package 3: Personal Grooming and Etiquette
- International Introductory Award in Conflict Handling
- International Introductory Award in Customer Service (Service Sector)
- International Introductory Award in Hospitality Customer Service
- International Introductory Award in Hospitality Selling
- International Introductory Award in Selling
- Teachers' Profiles
Course Fee |
S$ 500 The course fee is payable upon application and subject to review |
Payment Mode |
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How To Apply |
(1) Via Online Application |
General Enquire |
Administration : Oriton School Pte Ltd |
Office Hour : |
9:00 to 6:00PM (Mon - Fri) |
Withdrawal Deferment & Refund Policy |
No refund of fee will be given upon confirmation of registration and absent from the course. One week's notice must be given in advance to the school for the change of date by the applicant |
International Introductory Award
in Customer Service (Service Sector)
Summary | This qualification aims to develop the learner’s knowledge of the key areas that are required to promote and support good customer service. It can also contribute to the development of key skills in communication, working with others, and problem solving. |
Learning Outcomes | To be successful in this qualification a learner must have the knowledge to be able to:
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Expectation of Successful Learners | The qualification is a knowledge-based qualification. Successful learners will have knowledge of the basic principles of customer service within industry. The qualification does not develop or assess actual competence in delivering customer service. Successful learners will need to practice real-life situations in context under close supervision in the workplace. There should be no assumption of actual competence on completion of this qualification. A statement from City & Guilds has been added into the learner pack (page 7) for the qualification to ensure that it is clear what the learners can expect from the qualification. |
Content | |
Section One - Introduction to Customer Service | Aims At the end of this section learners should be able to:
Indicative Content |
Section Two - Effective Communication | Aims At the end of this section learners should be able to:
Indicative Content: |
Section Three - Presenting a Positive Professional Image | Aims At the end of this section learners should be able to:
Indicative Content: |
Section Four - Handling Customer Complaints | Aims At the end of this section learners should be able to: • Explain why customers complain. • Appreciate the benefits of receiving customer complaints. • Demonstrate an understanding of the techniques involved in handling difficult customer situations. • Explain ways of handling complaints positively. Indicative Content: 4.1 Identify a broad range of reasons why customers complain eg; faulty goods, poor levels of service, time delays, rudeness, service not meeting expectations. 4.2 Demonstrate the importance of listening to the complaint and not making early judgements. 4.3 Appreciate the benefits of customer complaints in terms of supporting efforts for continuous improvement within the business. 4.4 Explain how to avoid defensive behaviour in stressful situations. 4.5 Demonstrate an understanding of how to gain support and assistance from line-managers when handling complaints. 4.6 An overview of various techniques of handling complaints positively, including consultation/listening, discussing proposed actions, keeping customers informed of actions/timings and ensuring that complaints are resolved satisfactorily. 4.7 The role of customer services departments in supporting the customer service process. |
Assessment | Assessment will determine whether learners have achieved the standard required to obtain a City & Guilds International Introductory Award in Customer Service (Service Sector). Learners will undertake a one-hour test that has 40 True/False style questions. The learner will need to select the correct answers and the pass mark is 80%. The test will be marked by City & Guilds. |
Particular Assessment Requirements | It is important that particular assessment requirements of learners are recognised and provision made for these. Information on the assessment of learners with particular assessment requirements has been provided by City & Guilds and can be accessed on the City & Guilds Website in the following document:
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Delivery Advice | The total guided learning hours for this qualification are 7 and it is expected that learners will spend this time in a classroom based learning environment. |
To download our International Introductory Award in Customer Service brochure, please click here. |
To fill up our International Introductory Award in Customer Service (Service Sector) course application form, please click here. |