The qualification covers the following topics:

  • Understand customer needs and expectations

  • Understand how to communicate effectively with customers

  • Understand how to respond to customer complaints and feedback

  • Know how policies and procedures contribute to effective customer service

  • Understand the importance of effective teamwork

  • Know how effective teamwork supports customer service

  • Understand how to improve personal performance

  • Know the importance of maintaining food hygiene and safety

  • Know about food allergy and intolerance requirements

  • Understand how legal and ethical requirements affect customer service delivery

  • Understand the importance of professional personal appearence

  • Understand how own behaviour can impact customers


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