Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)

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Level: Entry
Status: Available to Learners

Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)

QRN – 601/8684/7                                                                      Fee £12.50

 

Qualification Overview

The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is aimed at those learners who have an interest in a range of sectors where customer service is important. The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) will help to develop skills in basic customer service whilst also equipping learners with knowledge on the customer service process.  Learners will also be able to
  • Demonstrate a polite and willing approach to customers and to interact with customers in different situations.
  • Develop knowledge and understanding of how to collect information about a problem from a customer and how to pass relevant information about a customer problem to a colleague.
  • Develop knowledge and understanding of what the delivery of good customer service involves and the requirements of an entry level customer service job.
  • Develop knowledge and understanding of the importance of speaking clearly and listening to customers.
  • Develop knowledge and understanding of how to relate effectively to customers and colleagues and the importance of positive body language when dealing with customers and colleagues.

Qualification Structure

To successfully achieve this qualification, learners must complete the two mandatory units achieving 4 credits and a minimum of 9 credits from the optional units.

Learner Entry Requirements

Focus Awards does not set any entry requirements but training providers or colleges may have their own guidelines.

Progression Routes

Upon completion of the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) learners can progress onto the following qualifications:

Age Ranges

This qualification is accredited for learners at least 16 years old.

Geographical Coverage

This qualification has been accredited for use in England and Northern Ireland.

Qualification Specification

To view the Qualification Specification please click here.

Unit Title Unit Ref Level Credits GLH
Mandatory
Legislation, regulation and procedures to follow in customer service A/508/3401 Entry 3 2 20
Introduction to customer service F/508/3402 Entry 3 2 20
Optional
The importance of appearance and behaviour in customer service J/508/3403 Entry 3 2 15
Understand how to deal with queries and requests L/508/3368 Entry 3 3 20
Communicate customers’ problems with others L/508/3371 Entry 3 2 18
The customer service job role Y/508/3373 Entry 3 2 20
Handling telephone calls from customers K/508/3376 Entry 3 2 18
Communicate effectively with customers T/508/378 Entry 3 2 18
Effective relationships with customers and colleagues M/508/3380 Entry 3 2 20
Working in a customer focused way J/508/3384 Entry 3 2 16
Create a good impression to customers L/508/3385 1 2 18
Apply legislation, regulation and organisational procedures for customer service R/508/3386 1 3 24
Deal with queries and requests Y/508/3387 1 3 22
Record and communicate customer problems D/508/3388 1 2 18
Working in customer service Y/5083390 1 2 18
Contribute to sales activities in a contact centre D/508/3391 1 2 18
Answer telephone calls from customers R/508/3405 1 2 18
Positive communication with customers H/508/3392 1 2 20
Contribute to effective customer service K/508/3393 1 2 20
The customer service experience M/508/3394 1 2 20
Work in a customer-friendly way L/508/3404 1 2 18

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