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:

• Focus Awards Level 1 Award In Customer Service (RQF)
• Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
• Focus Awards Level 2 Diploma In Business Administration (RQF)
• Focus Awards Level 2 Certificate In Customer Service (RQF)

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