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BTEC Level 3 Award in Principles of Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism

Course Summary

Learn how to meet and exceed customer expectations for high levels of service. Investigate ways in which customer service can be improved and how to attract and retain new customers. Learn how to build your team and coach and motivate them to be able to deliver this high level of customer service.

Course Description

There is one Unit of study:
  • Principles of Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism (20 guided learning hours)
    • Understand how to develop a customer service culture within your business
    • Understand how to build teams and motivate colleagues through techniques such as on-site coaching
    • Understand how to effectively monitor and communicate levels of customer service performance   

Assessment Method

The assessment for this Unit will be by means of a mix of case studies, projects and work-based assignments, together with assessment in the workplace.

The workplace assessment will be carried out by a qualified vocational assessor which will include: observation of workplace activities; product evidence; questions; witness statements, personal reflective log.   

Study Type, Duration and Location

The Edexcel Level 3 BTEC Award in Principles of Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism is a 20-hour qualification usually delivered on-site over a 3-6 week period.

Entry Requirement

Learners should be employed within the industry or a realistic working environment. The course is taught in English and requires a minimum of IELTS level 5.

Progression

This Award covers modules of the underpinning knowledge required for the NVQ Level 3 in Customer Service. It also covers Key Skills and the Wider Curriculum elements.