Service Quality Certificate – Elevate Your High-Touch Expertise
The QualCert International Certificate in Service Quality – High Touch is a professional qualification focused on the value of personalised, human-centred service in today’s competitive marketplace. Delivered to UK professional standards, this programme equips learners with the knowledge and practical skills to implement high-touch strategies, creating meaningful and memorable customer experiences that foster trust and loyalty.
High-touch service goes beyond meeting expectations; it emphasises empathy, attentiveness, and genuine connection. This qualification enables learners to deliver service that feels personal, impactful, and tailored to each customer. By mastering high-touch principles, participants can ensure every interaction leaves a positive impression, strengthens client relationships, and enhances organisational reputation in service-driven industries.
This assignment-based programme replaces traditional exams with real-world workplace scenarios, allowing learners to apply knowledge practically. Key areas include personalising customer interactions, balancing empathy with efficiency, and understanding how high-touch practices differentiate organisations in competitive markets. Suitable for customer service professionals, managers, and aspiring service leaders, this qualification provides practical tools to elevate customer experiences, reinforce organisational credibility, and deliver exceptional service excellence that drives loyalty and long-term success.
Program Framework
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 |
Eligibility Criteria
The QualCert International Certificate in Service Quality – High Touch is designed for professionals and learners who want to enhance customer service through personalised, empathetic, and human-centred interactions. The course is suitable for both beginners and experienced professionals.
- Minimum Age: Applicants must be 18 years or older, ideal for early-career professionals and managers.
- Educational Background: A high school diploma or equivalent is recommended. Previous qualifications in customer service, management, or related fields are beneficial but not mandatory.
- Experience: Some familiarity with customer service, operations, or managerial roles is helpful but not required. The course supports learners at all experience levels aiming to develop high-touch service skills.
- Technical Awareness: Basic communication, interpersonal, and problem-solving skills are recommended to apply high-touch principles effectively in workplace scenarios.
- Language Proficiency: Learners should have sufficient English proficiency to understand course materials, complete assignments, and communicate professionally.
These entry requirements ensure learners are prepared to gain practical expertise in high-touch service, improve customer satisfaction, and enhance both career prospects and organisational impact.
Core Achievements
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.
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 professionals and individuals who want to deliver personalised, empathetic, and human-centred service. It is ideal for learners across industries who aim to create memorable customer experiences, build strong relationships, and enhance organisational reputation.
- Customer service professionals looking to improve personalised service delivery
- Team leaders and supervisors managing client-facing teams and operations
- Managers aiming to strengthen customer loyalty and service excellence
- Quality assurance officers responsible for implementing high-touch standards
- Individuals aspiring to leadership roles in service quality and customer experience management
This programme is perfect for anyone committed to developing expert-level high-touch service skills. By completing this course, learners gain practical knowledge, professional credibility, and confidence to embed personalised service strategies, elevate customer satisfaction, and positively impact both career growth and organisational success.
Assessment and Verification
Assessment Framework :
The qualification is assessed through a structured Multiple-Choice Question (MCQ)–based examination, designed to measure both theoretical understanding and practical application of knowledge. Key features of the assessment framework include:
- Evidence-Based Assessment:
MCQs are developed using industry-aligned standards to ensure the assessment reflects real-world competencies and current professional practices. - Structured Examination Format:
The exam consists of scenario-based and knowledge-based MCQs, requiring learners to demonstrate critical thinking and subject mastery. - Performance Threshold:
Learners must obtain a minimum score of 70% to successfully complete the qualification. This benchmark ensures that every certified learner meets QualCert’s required level of competence. - Assessment Integrity:
All assessments are conducted under controlled, secure conditions at approved training centres to maintain fairness, consistency, and integrity.
Quality Assurance & Verification :
QualCert applies a comprehensive, multi-layered quality assurance system to uphold international standards and ensure the reliability of all assessment outcomes.
1. Internal Quality Assurance (IQA)
Conducted by the approved training centre:
- Assessment Review:
Centre-approved Assessors and Internal Quality Assurers (IQAs) review learner evidence, scoring accuracy, and compliance with assessment criteria. - Standardisation Activities:
Regular standardisation meetings are conducted within centres to ensure consistent marking practices across all assessors. - Continuous Improvement:
IQAs provide feedback to Assessors to enhance assessment delivery, marking reliability, and learner support.
2. External Quality Assurance (EQA)
Conducted by QualCert:
- Independent Verification:
QualCert External Quality Assurers review a sample of learner assessments to confirm accuracy, consistency, and compliance with QualCert and regulatory standards. - Centre Compliance Audits:
EQAs examine centre procedures, assessor qualifications, assessment environments, and record-keeping to ensure full adherence to quality assurance policies. - Quality and Standards Validation:
EQAs verify that assessment decisions are fair, valid, reliable, and aligned with national and international benchmarks. - Final Approval:
Once the EQA is satisfied that all quality standards have been met, the centre’s results are approved, and QualCert officially releases the certification to the learner.
QualCert delivers all qualifications exclusively through its global network of officially approved training centres.
For registration, guidance, or programme details, please contact your nearest approved training centre.