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.
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.