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Course Overview
About this qualification:
This is a regulated qualification. The regulated number for this qualification is 601/3972/9.
This is a cross sector qualification aimed at current and prospective customer service workers. This qualification covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.
Aims and objectives of this qualification:
This qualification aims to:
• Provide learners with the skills and knowledge required to successfully work in customer services
• Develop learners’ skills in communication, resolving queries and meeting customers’ needs
• Build learners’ knowledge of the principles of customer service.
The objectives of this qualification are to help learners to:
• Develop customer service skills that can be relied upon by employers in a range of industries.
• Provide learners with the skills and knowledge needed to communicate effectively with customers and provide effective customer service.
Qualification structure:
To be awarded the Level 1 Certificate in Customer Service, learners must achieve a minimum of 23 credits:
• A total of 14 credits from Group A
• A minimum of 6 credits from Group B
• And the remaining credits can come from Group B or Group C
Aim references: 60139638
Fees: £995.00 instalments available.
Delivery Mode: Face to Face or Online
Group A mandatory units:
Unit 01 Understand working in a customer service environment (3 credits). Unit 02 Communication in customer service (2 credits). Unit 03 Principles of personal performance and development (3 credits). Unit 04 Principles of working in a business environment (4 credits). Unit 05 Work with others in a business environment (2 credits)
Group B optional units:
Unit 06 Record details of customer service problems (3 credits). Unit 07 Deal with customer queries, requests and problems (3 credits). Unit 08 Communicate with customers in writing (3 credits). Unit 09 Deal with incoming telephone calls from customers (3 credits). Unit 10 Make telephone calls to customers (3 credits). Unit 11 Process information about customers (3 credits)
Group C optional units:
Unit 12 Manage time and workload (1 credit). Unit 13 Meet and welcome visitors in a business environment (2 credits). Unit 14 Contribute to sales activities in a contact centre (3 credits). Unit 15 Use specific features of contact centre systems and technology (3 credits). Unit 16 Health and safety procedures in the workplace (2 credits). Unit 17 Processing sales orders (2 credits). Unit 18 Meeting customers’ after sales needs (3 credits)
How the qualification is assessed:
Assessment is the process of measuring a learner’s skill, knowledge and understanding against the standards set in a qualification.
This qualification must be assessed in line with Skills CFA Assessment Strategy.
Internal assessment:
Each learner must create a portfolio of evidence which demonstrates achievement of all the learning outcomes and assessment criteria associated with each unit. On completion of each unit learners must declare that the work produced is their own.
The main pieces of evidence for the portfolio could include (in no particular order):
• Assessor observation
• witness testimony
• work product
• worksheets
• assignments/projects/reports
• record of professional discussion
• record of oral and written questioning
• learner and peer reports
• Recognition of Prior Learning (RPL).
Credit transfer:
Where a learner has already achieved a unit with credit, NCFE will recognise that prior learning and will allow the credit to be transferred onto a new qualification, provided that the units have the same Ofqual reference number.
Progression opportunities:
Learners who achieve this qualification could progress to:
• Level 2 Certificate in Principles of Customer Service
• Level 2 Diploma in Customer Service
• Level 2 Diploma in Business Administration
It may also be useful to learners studying qualifications in the following sector(s):
• Team Leading
• Retail
• Leisure, Travel and Tourism
• Hospitality