City & Guilds Customer Service is a comprehensive and contemporary programme that aims at offering the candidate the skills needed to provide efficient and reliable Customer Service.

Whom does it target?
• Those seeking to work in the Customer Service Sector and those needing to add a significant qualification to their CV.
• Those working in administrative or other positions closely linked to Customer Service and Support and would like to obtain additional qualifications to boost their careers.

The programme has been specially designed to:
• meet the needs of candidates already working or wishing to work in the Customer Service sector;
• help candidates learn, develop and practise skills needed for developing their careers in the Customer Service sector;
• offer valid recognition of candidates’ knowledge/skills whether or not they have previous experience.

What are the advantages?
The City & Guilds Customer Service qualification is recognized worldwide, falls in line with international training and employment standards, and has been designed according marketplace demands in order to:
• meet all the needs of modern-day enterprise;
• focus on topics applicable to all business activity;
• work at 3 different levels in order to correspond to candidates’ different needs;
• offer an competitive edge to qualification-holders so they can successfully meet the demands of a constantly changing workplace;
• encourage more specialized training.

Candidates can flexibly schedule their exams at City & Guilds Authorized Exam Centres at regular intervals.

What does the syllabus consist of?
Customer Service is offered at three different levels and consists of the following material with the corresponding recommended hours of training preparation.
 
Level 1 (30 hours)
1. Definition of the method of providing quality Customer Service;
2. Definition of the various communication methods;
3. Definition of the provision of quality Customer Service according to the internal procedures of an organisation.

Level 2 (60 hours)
1. Description of the method of providing quality Customer Service for various types of clientele.
2. Description of Customer Service policies and procedures within an organisation;
3. Explanation of the advantages an organisation gains due to its good reputation;
4. Description of qualities and skills demanded by the role of a Customer Service employee;
5. Explanation of the significance of efficiently meeting customers’ needs, expectations and addressing their complaints;
6. Explanation of the significance of the various forms of communication used in serving various types of customers.

Level 3 (90 hours)
1. Explanation of the basic features of an offered service and how they affect the customer’s expectations;
2. Explanation of how to deliver reliable Customer Service;
3. Explanation of how to handle customers’ behaviour, aiming at satisfying them. 
4. Description of how to develop and improve Customer Service;
5. Explanation of the benefits the customer and the enterprise gain from the promotion of products and services;
6. Explanation of the benefits of team work in providing quality Customer Service;
7. Description of how to develop special Customer Service skills for personal and communicative reasons.

More specific information about the syllabus can be found in the programme’s Qualification Handbook.

How are candidates assessed?
Candidates are assessed by means of written exams in the form of a series of questions requiring a short answer and projects based on case-studies in which the candidate handles customers’ questions and problems.

Duration:
Level 1: 1 hour
Level 2: 1 hour and 30 minutes
Level 3: 2 hours

Exams are marked by Authorized City & Guilds examiners.

Sample exams at all levels are available at www.cityandguilds.gr

How are the exams marked?
Candidates need a total percentage of 55% to obtain a “Pass”.
To get a “First Class Pass” candidates need a total of 70%.
Candidates who are not successful in the exam receive a breakdown of the areas in which they need to improve.

How is exam reliability ensured?
City & Guilds examinations are held at Authorized City & Guilds Centres.

Authorized City & Guilds Centres fulfil high quality standards and implement strictly supervised exam procedures at every level of service.

Exams are always held in the presence of an Authorized Invigilator, who ensures that all standards and procedures are strictly followed.

Results are issued approximately 20 days following the examination date.

The certificates are issued by the City & Guilds Organisation.