This qualification is intended for frontline customer service staff. It is designed to reflect the working practice of customer service staff across a wide spectrum of industries and types of organisation. It is aimed at candidates who work as part of a team and provide customer information and support, both face to face and over the telephone or internet. It is a work based qualification which will allow learners to develop knowledge, understanding and skills essential for working in a customer focussed environment. For example, improved communication skills and better understanding of customer needs.