Level 1 Certificate in Customer Service
Retail
Level 1 Certificate in Customer Service
Price £800
The Level 1 Certificate in Customer Service is a competence-based qualification. A competence-based qualification is based on National Occupational Standards (NOS) and is a job-ready qualification which requires learners to demonstrate the skills and knowledge required to work in a specific industry. A competence-based qualification must be assessed in the workplace or in a realistic work environment (RWE) in accordance with the relevant assessment strategy and guidance.
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. The Level 1 Certificate in Customer Service covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.
This qualification may be eligible for funding.
Things you need to know
Qualification number (QN): 601/3972/9
Aim reference: 60139729
Total Qualification Time (TQT): 230
Guided learning hours (GLH): 133
Credit value: 23
Level: 1
Assessment requirements: internally assessed and externally moderated portfolio of evidence
Aims and objectives of this qualification
Level 1 Certificate in Customer Service 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.
Progression opportunities
Learners who achieve this qualification couldprogress 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
To be awarded the Level 1 Certificate in Customer Service, learners must achieve a minimum of 23 credits:
a total of 14credits from Group A
a minimum of 6credits from Group B
and the remaining credits can come from Group B or Group C
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)
To achieve the Level 1 Certificate in Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in this qualification specification.
This qualification is designed for learners aged pre-16 and above who are working in or are looking to work in a customer service role or similar.
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.
This qualification is suitable for learners aged pre-16 and above.
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Difficulty : Level 1 |