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

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

(QRN – 601/8684/7)

 

 

Qualification Overview

The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is aimed at those learners who have any 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 the basic customer service terms and the customer service process and its importance to be able to learn from own experience of customer service.

  • They will also learn to 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 select information about a customer problem to pass 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.
  • Along with developing knowledge and understanding of how to relate effectively with 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 Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) learners can progress onto the following Qualifications:

  • Level 1 Certificate in Customer Service
  • Level 2 Certificate in Customer Service
  • Level 3 Certificate in Customer Service
  • Level 2 Diploma in Business Administration
  • Level 3 Diploma in Business administration

 

 

Age Ranges

This qualification is accredited for learners aged 16+
Entry is at the discretion of the centre. Entry for learner’s pre 16 is permitted on this qualification.

 

 

Geographical Coverage

This qualification is available in England and Northern Ireland.

 

 

Qualification Specification

To view the Qualification Specification please click here.

Unit Title Unit Ref Level Credit TQT GLH
Mandatory Units
Legislation, regulation and procedures to follow in  customer service A/508/3401 Entry 3 2 40 20
Introduction to customer service F/508/3402 Entry 3 2 40 20
Optional Units
The importance of appearance and behaviour in customer service J/508/3403 Entry 3 2 35 15
Understand how to deal with queries and requests L/508/3368 Entry 3 3 50 20
Communicate customers’ problems with others L/508/3371 Entry 3 2 38 18
The customer service job role Y/508/3373 Entry 3 2 40 20
Handling telephone calls from customers K/508/3376 Entry 3 2 38 18
Communicate effectively with customers T/508/378 Entry 3 2 38 18
Effective relationships with customers and colleagues M/508/3380 Entry 3 2 40 20
Working in a customer focused
way
J/508/3384 Entry 3 2 36 16
Create a good impression to customers L/508/3385 1 2 38 18
Apply legislation, regulation and
organisational procedures for customer service
R/508/3386 1 3 54 24
Deal with queries and requests Y/508/3387 1 3 52 22
Record and communicate customer problems D/508/3388 1 2 38 18
Working in customer service Y/5083390 1 2 38 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 38 18
Positive communication with customers H/508/3392 1 2 40 20
Contribute to effective customer service K/508/3393 1 2 40 20
The customer service experience M/508/3394 1 2 40 20
Work in a customer-friendly way L/508/3404 1 2 38 18
Working in customer service Y/5083390 1 2 38 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 38 18
Positive communication with customers H/508/3392 1 2 40 20
Contribute to effective customer service K/508/3393 1 2 40 20
The customer service experience M/508/3394 1 2 40 20
Work in a customer-friendly way L/508/3404 1 2 38 18