The QualCert International Certificate in Service Quality -High Touch is a professional qualification that focuses on the importance of personalised, human-centred service in today’s competitive marketplace. Delivered to UK professional standards, it is designed to help learners understand and apply the principles of high touch service to create meaningful customer experiences.
High touch service is about more than just meeting expectations; it is about exceeding them through empathy, attentiveness, and genuine connection. This qualification equips learners with the skills to deliver service that feels personal, memorable, and impactful, ensuring that customers feel valued at every stage of their journey.
A distinctive feature of this programme is that it is assignment based. Instead of traditional examinations, learners complete assignments that mirror real workplace scenarios. This approach ensures that knowledge is not only understood but also applied in practical contexts, making the qualification highly relevant for professionals working in customer-facing roles.
The course explores key themes such as the role of high touch service in building trust, strategies for personalising customer interactions, the balance between efficiency and empathy, and the long-term benefits of creating strong customer relationships. Learners also examine how high touch practices can differentiate organisations in competitive markets and contribute to sustainable success.
This qualification is suitable for customer service professionals, managers, and individuals aspiring to work in service-driven industries. It is also valuable for organisations that want to embed high touch service as part of their culture, ensuring that every customer interaction reflects care, professionalism, and attention to detail.
Completing the QualCert International Certificate in Service Quality – High Touch provides learners with practical tools to elevate customer experiences, strengthen organisational reputation, and deliver service excellence that goes beyond transactional interactions. For professionals and organisations committed to raising service standards, this qualification represents a vital step towards achieving long-term growth and customer loyalty.
Course Contents of QualCert International Certificate in Service Quality -High Touch :
The QualCert International Certificate in Service Quality -High Touch course offers 4 Credits, requiring a Total Qualification Time (TQT) of 40 hours, including 20 Guided Learning Hours (GLH). It is designed for efficient and focused skill development in Quality Control (QC).
| Units Ref# | Unit Title | Credit | GLH | TQT |
| QC01081- 1 | Principles of High Touch in Service Quality | 2 | 10 | 20 |
| QC01081- 2 | Applying High Touch in Service Delivery | 2 | 10 | 20 |
Entry Requirements for the QualCert International Certificate in Service Quality -High Touch:
Minimum Age
- Learners must be 18 years of age or older at the time of registration.
- This ensures maturity and readiness for professional-level study.
- Exceptional applicants under 18 may be considered if they can demonstrate relevant workplace experience.
Educational Background
- A minimum of a Level 2 qualification (or equivalent) is recommended.
- Applicants without formal qualifications may still be accepted if they can evidence suitable skills.
- Prior study in customer service, business, or related fields is advantageous but not essential.
Experience
- Previous experience in customer service, administration, or related roles is desirable.
- Learners should demonstrate an interest in service quality, customer engagement, and professional development.
- Workplace exposure to customer-facing or support roles will strengthen applications.
Language Proficiency
- Learners must have sufficient English language skills in reading, writing, speaking, and listening.
- Evidence may include a recognised English language qualification or equivalent workplace experience.
- Proficiency is required to complete assignment-based assessments to the required standard.
Learning Outcomes: QualCert International Certificate in Service Quality -High Touch
Unit 1: Principles of High Touch in Service Quality
By the end of this unit, learners will be able to:
- Explain the concept of high touch service and its role in achieving service excellence.
- Analyse how personalisation and empathy influence customer satisfaction and loyalty.
- Identify professional and ethical standards that underpin high touch service delivery.
- Evaluate the importance of attentiveness, responsiveness, and relationship-building in customer interactions.
- Apply theoretical principles of high touch service to case studies and workplace scenarios.
Unit 2: Applying High Touch in Service Delivery
By the end of this unit, learners will be able to:
- Demonstrate practical strategies for embedding high touch service in customer interactions.
- Develop approaches to balancing efficiency with personalised, human-centred service.
- Assess organisational policies and procedures for their effectiveness in supporting high touch practices.
- Implement high touch strategies that enhance customer experience and organisational reputation.
- Produce assignment-based evidence of applying high touch principles in workplace or simulated contexts.
The QualCert International Certificate in Service Quality – High Touch is designed for individuals and organisations who want to embed personalised, human-centred service as a hallmark of their customer experience. It is ideal for those seeking to enhance their professional credibility, improve customer satisfaction, and differentiate their organisation through high touch practices.
Customer Service Professionals
- Front-line staff aiming to deliver personalised, attentive service.
- Individuals handling diverse customer needs and expectations.
- Professionals seeking to build trust and loyalty through empathy and care.
- Staff looking to formalise their skills with an internationally recognised qualification.
- Employees motivated to enhance customer satisfaction and retention.
Supervisors and Managers
- Team leaders responsible for guiding service delivery teams.
- Managers embedding high touch service into organisational culture.
- Leaders aiming to balance efficiency with personalised customer care.
- Supervisors seeking to improve staff training in customer-focused behaviours.
- Managers committed to strengthening long-term service outcomes.
Business and Organisational Staff
- Employees working in administration, compliance, or customer support roles.
- Staff ensuring processes remain customer-centred and approachable.
- Professionals supporting organisational reputation and credibility.
- Individuals tasked with monitoring and improving service quality standards.
- Workers aiming to align with UK professional benchmarks.
Career Changers and Aspiring Professionals
- Individuals seeking to enter the customer service or business sector.
- Career changers looking to gain a recognised qualification in service quality.
- Learners aiming to build foundational knowledge in high touch service.
- Those preparing for roles in customer-facing industries.
- People motivated to enhance employability with practical, people-focused skills.
Organisations and Training Providers
- Companies aiming to upskill their workforce in high touch service delivery.
- Training providers seeking to deliver qualifications focused on personalised service.
- Organisations committed to embedding empathy and attentiveness in their service culture.
- Employers looking to improve compliance and customer satisfaction.
- Institutions aiming to strengthen long-term resilience and competitiveness.
In summary, the QualCert International Certificate in Service Quality – High Touch is designed for professionals and organisations who want to go beyond transactional service and create meaningful, human-centred experiences. By focusing on empathy, attentiveness, and personalisation, this qualification empowers learners to deliver service that builds trust, strengthens loyalty, and enhances organisational reputation. Whether you are a front-line professional, a manager, or an organisation committed to service excellence, this programme provides the practical tools and assignment-based learning needed to embed high touch practices as a lasting standard of quality.