Unit 3: Customer Service

Unit code:               J/601/1790

QCF level:               QCF Level 4/ NFQ Level 6

Credit value:          15


This unit enables learners to gain understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.

Unit abstract

This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment.

The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of  services.

Learners must ensure that their evidence relates to the hospitality industry.

Learning outcomes

On successful completion of this unit a learner will:

  1. Understand customer service policies within business and services contexts
  2. Understand the purpose of promoting a customer-focused culture
  3. Be able to investigate customer  requirements and  expectations
  4. Be able to provide customer service within business and services contexts to meet required standards.