ICTQual AB Level 3 Certificate in Service Quality – High Touch

The ICTQual AB Level 3 Certificate in Service Quality – High Touch is a 5‑credit qualification designed to equip learners with the skills, behaviours, and confidence to provide service that goes beyond efficiency and creates meaningful connections with customers.

This programme is ideal for freshers who are beginning their careers in customer service, hospitality, healthcare, retail, or administration, as well as professionals seeking to strengthen their career prospects by mastering advanced service quality practices. By focusing on the principles of high‑touch service, learners will gain the ability to anticipate customer needs, personalise interactions, and deliver solutions that foster trust, loyalty, and long‑term satisfaction.

Throughout the course, learners will develop practical competencies in communication, empathy, problem‑solving, and proactive service delivery. They will learn how to manage complex service situations, adapt to diverse cultural expectations, and create experiences that reflect professionalism and care. These transferable skills are highly valued across international markets, ensuring learners remain competitive and adaptable in a wide range of industries.

On completion, learners will be prepared for roles such as customer service associate, client support officer, service coordinator, or team leader. They will also be well‑positioned to progress into higher‑level vocational training and professional development pathways. With its strong emphasis on employability, global relevance, and practical outcomes, the ICTQual AB Level 3 Certificate in Service Quality – High Touch empowers learners to stand out in service‑driven industries and achieve sustainable career growth.

Course overview

Level 3 Certificate in Service Quality – High Touch

To enrol in ICTQual AB Level 3 Certificate in Service Quality – High Touch, learner must meet the following entry requirements:

  • Age Requirement: Learners must be 16 years of age or older at the time of registration.
  • Educational Background: A Level 2 qualification or equivalent is recommended. However, learners without formal academic credentials may still be accepted if they can demonstrate relevant prior knowledge or learning aligned with the course objectives.
  • Professional Experience:No prior work experience is required. The course is suitable for freshers beginning their careers as well as professionals already working in customer service, hospitality, healthcare, retail, or administrative roles.
  • English Proficiency:Learners should have a good command of English in reading, writing, speaking, and listening. For non‑native speakers, a proficiency level equivalent to CEFR B2 (such as IELTS 5.5 or above) is recommended to ensure successful engagement with course materials and assessments.
  • Additional Requirements: Learners must have access to a computer, tablet, or smartphone with a reliable internet connection. They should also be prepared to commit to the guided learning hours of the programme and demonstrate a willingness to engage in reflective practice, applying high‑touch service strategies in real or simulated environments.

This qualification, the ICTQual AB Level 3 Certificate in Service Quality – High Touch, consists of 3 mandatory units.

  1. Principles of High‑Touch Service Quality
  2. Personalised Communication and Customer Engagement
  3. High‑Touch Practices in Continuous Service Excellence

Learning Outcomes for the ICTQual AB Level 3 Certificate in Service Quality – High Touch:

Principles of High‑Touch Service Quality

  • Understand the concept of high‑touch service and its role in modern industries.
  • Recognise how personalised service enhances customer satisfaction and loyalty.
  • Apply the principles of attentiveness, responsiveness, and care in service delivery.
  • Demonstrate consistency in maintaining high‑touch standards across interactions.
  • Analyse the impact of high‑touch service on organisational reputation and trust.
  • Adapt high‑touch practices to diverse cultural and professional contexts.
  • Develop personal accountability for delivering service excellence.
  • Promote high‑touch service as a benchmark for quality within teams and organisations.

Personalised Communication and Customer Engagement

  • Demonstrate effective verbal and non‑verbal communication in high‑touch settings.
  • Adapt communication styles to meet the needs of diverse customers and learners.
  • Apply empathy and emotional intelligence to strengthen customer relationships.
  • Use active listening to anticipate and respond to customer expectations.
  • Manage challenging interactions with professionalism and courtesy.
  • Employ digital and face‑to‑face communication tools to enhance engagement.
  • Personalise interactions to create memorable and meaningful customer experiences.
  • Reflect on communication practices to continuously improve service delivery.

High‑Touch Practices in Continuous Service Excellence

  • Understand how high‑touch practices contribute to long‑term service excellence.
  • Apply high‑touch strategies to build customer loyalty and retention.
  • Use customer feedback to refine and improve high‑touch service delivery.
  • Demonstrate resilience and positivity in complex or demanding service situations.
  • Support continuous improvement initiatives through high‑touch engagement.
  • Collaborate with colleagues to embed high‑touch values in organisational culture.
  • Monitor and evaluate high‑touch practices as part of service quality standards.
  • Champion high‑touch service as a driver of sustainable organisational success.

Completing the ICTQual AB Level 3 Certificate in Service Quality – High Touch provides learners with the knowledge, skills, and behaviours required to deliver personalised, human‑centred service. This qualification not only enhances employability but also creates opportunities for further vocational training, professional development, and career advancement. Learners can progress into supervisory roles, specialised service functions, or industry‑recognised certifications that strengthen their long‑term career prospects. The following pathways outline how learners can build on the competencies gained from this course.

Progression to Higher‑Level Vocational Qualifications

  • Advance to Level 4 vocational programmes in service management or customer care.
  • Explore qualifications in leadership and supervisory skills.
  • Develop expertise in customer experience and service innovation.
  • Strengthen knowledge in quality assurance and operational improvement.
  • Gain sector‑specific certifications aligned with service industries.
  • Prepare for roles requiring advanced service planning and delivery.
  • Build a professional profile recognised across international markets.
  • Expand career options through structured vocational progression.

Entry into Professional Development Programmes

  • Participate in CPD (Continuing Professional Development) workshops.
  • Join short courses on adaptive service delivery and customer engagement.
  • Attend training in digital communication and service technologies.
  • Engage in industry‑led development programmes for service professionals.
  • Access employer‑sponsored learning initiatives.
  • Build a personal development plan aligned with career goals.
  • Stay updated with evolving service trends and practices.
  • Network with peers through professional learning communities.

Career Advancement in Service‑Oriented Roles

  • Qualify for roles such as customer service associate or client support officer.
  • Progress into supervisory or team leader positions.
  • Apply high‑touch skills in hospitality, retail, healthcare, or education.
  • Take on responsibilities in service recovery and customer satisfaction.
  • Support service quality audits and improvement projects.
  • Contribute to inclusive and responsive service delivery models.
  • Lead small teams in customer‑facing environments.
  • Position yourself for internal promotion opportunities.

Specialisation in High‑Touch and Relationship Management

  • Focus on roles requiring strong interpersonal and customer relationship skills.
  • Support organisations in managing post‑service engagement.
  • Become a key contributor to service recovery strategies.
  • Assist in developing policies for high‑touch and customer care.
  • Train others in high‑touch service quality techniques.
  • Monitor and report on high‑touch performance indicators.
  • Collaborate with departments to improve customer retention.
  • Champion high‑touch service as a driver of service excellence.

Opportunities in Quality and Process Improvement

  • Join quality assurance or service improvement teams.
  • Evaluate service processes for efficiency and responsiveness.
  • Use customer feedback to identify service gaps.
  • Support implementation of continuous improvement initiatives.
  • Apply problem‑solving to streamline workflows.
  • Contribute to service design and innovation projects.
  • Monitor performance indicators related to high‑touch service.
  • Promote a culture of service quality and accountability.

Pathways into Training and Mentoring Roles

  • Mentor new team members in high‑touch practices.
  • Support onboarding programmes with customer care training.
  • Deliver internal workshops on communication and service responsiveness.
  • Assist in developing training materials for service teams.
  • Promote reflective practice and continuous learning.
  • Share best practices in high‑touch service quality.
  • Facilitate peer learning and collaborative improvement.
  • Build a reputation as a service quality ambassador.

Engagement with Industry Standards and Recognition

  • Align service practices with international quality frameworks.
  • Participate in accreditation or certification processes.
  • Support internal assessments and compliance reviews.
  • Contribute to the development of service charters.
  • Stay informed about global trends in service delivery.
  • Represent your organisation in industry forums.
  • Promote ethical and adaptable service practices.
  • Build credibility through recognised service benchmarks.

Pathways into Customer Experience and Service Innovation

  • Apply high‑touch skills to roles focused on customer journey mapping.
  • Support organisations in designing innovative service delivery models.
  • Contribute to projects that enhance digital and face‑to‑face customer experiences.
  • Assist in developing strategies for customer loyalty and retention.
  • Use data and feedback to identify opportunities for service innovation.
  • Collaborate with cross‑functional teams to improve customer touchpoints.
  • Promote creativity and adaptability in service delivery practices.
  • Position yourself as a contributor to forward‑thinking service solutions.

FAQs

This course is designed for learners who want to develop the ability to deliver personalised, human‑centred service that goes beyond efficiency. It is ideal for freshers starting their careers in customer service, hospitality, healthcare, retail, or administration, as well as professionals seeking to enhance their career prospects by mastering high‑touch service practices. Learners who value employability, global service standards, and practical training will find this qualification especially relevant.

Completing this qualification opens pathways to a wide range of service‑oriented roles across international industries. Learners can progress into positions such as customer service associate, client support officer, service coordinator, or team leader. The skills gained in high‑touch communication, empathy, and proactive service delivery also prepare learners for opportunities in quality assurance, service recovery, and supervisory roles. With its strong focus on employability and global relevance, this course empowers learners to build sustainable careers in customer‑focused sectors including hospitality, healthcare, retail, and education.

The Level 3 Certificate in Service Quality – High Touch is a 5 credits programme designed to be completed in full-time study over this period, with a focus on both theoretical learning and practical application.

ICTQual AB Level 3 Certificate in Service Quality – High Touch is offered in various formats, including online, in-person, or a combination of both. Participants can choose the format that best fits their schedule and learning preferences. But final decision is made by ATC.

Yes, ICTQual AB Level 3 Certificate in Service Quality – High Touch consist of 3 mandatory assessments. These assessments are designed to evaluate participants’ comprehension of course material and their capacity to apply concepts in practical situations. It is mandatory to pass all assessments to achieve this qualification.