ProQual Level 1 Award for Introduction to Customer Service Course in Islamabad || Registration Open

ProQual Level 1 Award for Introduction to Customer Service Course in Islamabad || Registration Open

Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)

Introduction

The ProQual Level 1 Award for Introduction to Customer Service qualification provides an

opportunity to gain the basic skills and knowledge required for any job which involves

dealing with customers. It provides an introduction to the principles of customer service

and is appropriate for individuals working in a customer service role or those who are

developing employability skills and preparing for work.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body

is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for

these qualifications has been approved by the Department for Education and Skills (DfES)

for use by centres in Wales and by the Council for the Curriculum Examinations and

Assessment (CCEA) for use by centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF); it

provides a progression route to higher level qualifications in Customer Service or other

discipline related qualifications.

Qualification Profile

Qualification title ProQual Level 1 Award for Introduction to Customer

Service

Ofqual qualification number 600/5863/8

Level Level 1

Total qualification time 70 hours

Guided learning hours 57

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/7/12

Qualification end date

Entry Requirements

There are no formal entry requirements for this qualification.

Centres should carry out an initial assessment of candidate skills and knowledge to identify

any gaps and help plan the assessment.

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Qualification Structure

Candidates must achieve a minimum of 7 credits: 3 credits from the Mandatory unit and a

minimum of 4 credits from the Optional units. A minimum of 5 credits must be at level 1.

Mandatory Unit

Unit Reference

Number Unit Title Unit

Level

Credit

Value

R/601/6071 Apply legislation, regulation and organisational procedures

for customer service 1 3

Optional Units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/601/6047 The importance of appearance and behaviour in customer

service

Entry

3

2

R/601/6068 Create a good impression to customers 1 2

J/601/6052 Legislation, regulation and procedures to follow in customer

service

Entry

3

2

R/601/6054 Understand how to deal with queries and requests Entry

3

3

H/601/6074 Deal with queries and requests 1 3

D/601/6056 Communicate customers’ problems with others Entry

3

2

K/601/6075 Record and communicate customer problems 1 2

K/601/6058 The customer service job role Entry

3

2

M/601/6059 Handling telephone calls from customers Entry

3

2

T/601/6077 Answer telephone calls from customers 1 2

M/601/6062 Communicate effectively with customers Entry

3

2

A/601/6078 Positive communication with customers 1 2

A/601/6064 Effective relationships with customers and colleagues Entry

3

2

F/601/6079 Contribute to effective customer service 1 2

F/601/6065 Introduction to customer service Entry

3

2

T/601/6080 The customer service experience 1 2

L/601/6067 Working in a customer focused way Entry

3

2

A/601/6081 Work in a customer-friendly way 1 2

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Centre Requirements

Centres must be approved to offer this qualification. If your centre is not approved please

complete and submit form ProQual Additional Qualification Approval Application.

Staff

Staff delivering this qualification must be appropriately qualified and/or occupationally

competent.

Assessors/Internal Quality Assurance

For each competence-based unit centres must be able to provide at least one assessor and

one internal verifier who are suitably qualified for the specific occupational area. Assessors

and internal verifiers for competence-based units or qualifications will normally need to

hold appropriate assessor or verifier qualifications, such as:

  • Award in Assessing Competence in the Work Environment
  • Award in Assessing Vocationally Related Achievement
  • Certificate in Assessing Vocational Achievement
  • Award in the Internal Quality Assurance of Assessment Processes and Practices
  • Certificate in Leading the Internal Quality Assurance of Assessment Processes and

Practices

Support for Candidates

Materials produced by centres to support candidates should:

  • enable them to track their achievements as they progress through the learning

outcomes and assessment criteria;

  • provide information on where ProQual’s policies and procedures can be viewed;
  • provide a means of enabling Internal and External Quality Assurance staff to

authenticate evidence

Assessment

This qualification is competence-based, candidates must demonstrate the level of

competence described in the units. Assessment is the process of measuring a candidate’s

skill, knowledge and understanding against the standards set in the qualification.

The qualification must be assessed by an appropriately experienced and qualified assessor.

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Each candidate is required to produce a portfolio of evidence which demonstrates their

achievement of all of the learning outcomes and assessment criteria for each unit.

Evidence can include: – observation report by assessor

– assignments/projects/reports

– professional discussion

– witness testimony

– candidate product

– worksheets

– record of oral and written questioning

– Recognition of Prior Learning

Learning outcomes set out what a candidate is expected to know, understand or be able to

do.

Assessment criteria specify the standard a candidate must meet to show the learning

outcome has been achieved.

Learning outcomes and assessment criteria for this qualification can be found from page 8.

Internal Quality Assurance

An internal quality assurance verifier confirms that assessment decisions made in centres

are made by competent and qualified assessors, that they are the result of sound and fair

assessment practice and that they are recorded accurately and appropriately.

Adjustments to Assessment

Adjustments to standard assessment arrangements are made on the individual needs of

candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets

out the steps to follow when implementing reasonable adjustments and special

considerations and the service that ProQual provides for some of these arrangements.

Centres should contact ProQual for further information or queries about the contents of the

policy.

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Results Enquiries and Appeals

All enquiries relating to assessment or other decisions should be dealt with by centres, with

reference to ProQual’s Enquiries and Appeals Procedures.

Certification

Candidates who achieve the required credits for qualifications will be awarded:

  • A certificate listing all units achieved with their related credit value, and
  • A certificate giving the full qualification title –

ProQual Level 1 Award for Introduction to Customer Service

Claiming certificates

Centres may claim certificates for candidates who have been registered with ProQual and

who have successfully achieved the required number of credits for a qualification. All

certificates will be issued to the centre for successful candidates.

Unit certificates

If a candidate does not achieve all of the units/credits required for a qualification, the centre

may claim a unit certificate for the candidate which will list all of the units/credits achieved.

Replacement certificates

If a replacement certificate is required a request must be made to ProQual in writing.

Replacement certificates are labelled as such and are only provided when the claim has

been authenticated. Refer to the Fee Schedule for details of charges for replacement

certificates.

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Learning Outcomes and Assessment criteria

Unit R/601/6071

Apply legislation, regulation and organisational procedures for

customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to follow customer service

procedures for a particular job

1.1 Describe the limits of own responsibility

and authority for a particular job in

customer service

1.2 Carry out steps in customer service

procedures for a particular job

2 Be able to protect the security of

property and information when

delivering customer service

2.1 Observe organisational procedures for the

security of property when delivering

customer service

2.2 Observe organisational procedures for the

security of information when delivering

customer service

3 Know the health and safety

requirements of delivering customer

service

3.1 Describe the health and safety rules that

relate to delivering customer service

3.2 Describe the main health and safety risks

for customers and colleagues when

delivering customer service

4 Know other external rules that impact

on customer service delivery

4.1 Describe the key legislation and external

regulations relating to customer service

delivery

4.2 Describe actions to avoid because of

legislation and regulation when delivering

customer service

4.3 Describe the importance of treating

customers equally when delivering

customer service

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit A/601/6047

The importance of appearance and behaviour in customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know the dress requirements in

customer service jobs

1.1 State the appropriate dress in a particular

customer service job

1.2 State inappropriate dress in a particular

customer service job

2 Know how general appearance

affects the way customers react

2.1 Identify customer expectations of

appearance in a particular customer service

job role

2.2 Identify personal appearance that could

cause negative customer reaction

3 Know how to interact with

customers

3.1 State the importance of making a good first

impression on customers

3.2 Describe how to greet customers politely and

positively

3.3 State how to recognise when a customer

wants or needs attention

3.4 State how to respond when a customer

wants or needs attention

3.5 Describe how to focus on customers and

avoid distractions when dealing with them

3.6 State the importance of thanking customers

for their business or for information given

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit R/601/6068

Create a good impression to customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to dress appropriately for a

customer service job

1.1 Describe appropriate dress requirements

in different customer service jobs

1.2 Identify inappropriate dress in different

customer service jobs

1.3 Dress in a way that meets customer

expectations in a particular job

2 Be able to demonstrate an appropriate

appearance for a customer service job

2.1 State the importance of making a good

first impression on customers

2.2 Identify personal appearance that may

cause a negative reaction from customers

2.3 Present self in a way that makes a

positive impression on customers

3 Be able to relate effectively to

customers

3.1 Describe methods of communicating with

customers

3.2 Describe why offensive language should

be avoided when dealing with customers

3.3 Use appropriate methods of

communication when dealing with

customers

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit J/601/6052

Legislation, regulation and procedures to follow in customer

service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know organisational procedures for

customer service

1.1 State the procedures for a particular

customer service job

1.2 State the limits of responsibility and

authority for a particular job in customer

service

2 Know how to protect the security of

property and information when

delivering customer service

2.1 State organisational procedures for the

security of property when delivering

customer service

2.2 State organisational procedures for the

security of information about customers

when delivering customer service

3 Know the health and safety rules that

relate to a customer service job

3.1 State the health and safety rules that relate

to a customer service job

3.2 State the health and safety risks to

customers and colleagues

4 Know the relevant external rules in a

customer service job

4.1 List legislation and external regulations

that impact on a customer service job

4.2 List things that should not be done in a

customer service job because of regulation

4.3 State your responsibilities for treating

customers equally

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

12

Unit R/601/6054

Understand how to deal with queries and requests

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know the services or products of

a section or department within

an organisation

1.1 List the services or products a selected section

or department offers

1.2 Describe the key features of the services or

products a selected section or department

offers

2 Know the types of question that

customers will ask

2.1 List the most frequently asked questions about

a selected section or department’s services or

products

2.2 State the preferred answers to the most

frequently asked questions about a selected

section or department’s services or products

3 Know how to recognise when a

customer has a query or request

3.1 Listen closely to questions from customers

3.2 Identify when questions from customers require

a specific response or action

4 Know how to clarify details of

queries or requests from

customers

4.1 State how to check with customers that they

have heard their questions correctly

4.2 State the importance of keeping customers

informed about actions on their queries or

requests

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit H/601/6074

Deal with queries and requests

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know the services and products of

a section or department

1.1 Describe the services and products of a

selected section or department

1.2 List the key features and benefits to

customers of the services and products of a

selected section or department

2 Know the customer’s interests

about the services and products of

a section or department

2.1 Describe the features and benefits of services

and products that most interest customers

2.2 Identify questions that customers frequently

ask about services and products and the

preferred answers to those questions

3 Be able to clarify customer queries

or requests

3.1 Listen closely to questions and responses

from customers

3.2 Clarify queries and requests from customers

4 Be able to deal with queries or

requests from customers

4.1 Deal with a query or request in a positive way

4.2 Seek information or support if the query or

request is outside of their own knowledge or

authority

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit D/601/6056

Communicate customers’ problems with others

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know how to collect information

about a problem from a customer

1.1 List the information to seek when asking a

customer for details about a problem

1.2 Describe how to check understanding of a

problem with a customer

2 Be able to log information about a

customer problem

2.1 Take notes about a customer problem

2.2 Check with a customer that notes about the

problem are correct

3 Know how to select information

about a customer problem to pass

to a colleague

3.1 State the importance of selecting the correct

information to identify the customer and the

problem

3.2 Identify the details of a customer problem

that should be passed to a colleague

4 Know how to communicate with a

customer and a colleague about

the problem

4.1 State the importance of passing full

information about the customer problem to a

colleague accurately and promptly

4.2 State the importance of keeping a customer

informed about what is being done about the

problem

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

15

Unit K/601/6075

Record and communicate customer problems

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to collect detailed

information from a customer with

a problem

1.1 Question a customer to collect detailed

information about a problem

1.2 Check why the customer believes that their

expectations are not being met

2 Be able to record detailed

information about a customer

problem

2.1 Keep a record of details about a customer

service problem

2.2 Confirm the accuracy of the record of a

customer problem with the customer

3 Be able to communicate a

customer problem to a colleague

and a customer

3.1 Select information about the customer and

the problem, that is sufficient for a colleague

to understand it

3.2 Inform a colleague about the customer

problem

3.3 Give the customer information about the

steps being taken to deal with the problem

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

16

Unit K/601/6058

The customer service job role

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know what the delivery of good customer

service involves

1.1 List the information a person needs

to do a customer service job

1.2 List the parts of a job which impact

directly on customer service

1.3 Describe the key individual skills

needed to do a customer service job

1.4 Describe how the way somebody

behaves in a job affects the

customer experience

2 Know the requirements of an entry level

customer service job

2.1 Describe a job that may be a first

step in delivering customer service

2.2 Identify who the customers are

2.3 Describe what customers expect

from somebody doing that job

3 Know the outline of a job involving customer

service that may be accessible after gaining

experience at entry level

3.1 Describe a job that may follow from

gaining experience in a first step

customer service job

3.2 Identify who the customers are

3.3 Describe what customers expect

from somebody doing that job

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

17

Unit M/601/6059

Handling telephone calls from customers

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to greet customers

calling on the telephone

1.1 State the importance of answering the

telephone promptly

1.2 Identify appropriate and friendly greetings to

use when answering customer telephone calls

2 Know how to deal with

customers calling on the

telephone

2.1 State the importance of identifying the

customer’s needs

2.2 State how to confirm customer needs

2.3 Describe how to pass on calls from customers to

appropriate colleagues when customer needs

are outside their own authority

2.4 State the importance of closing the call,

thanking customers for their business or for

information given

3 Know how to deal with

communication problems whilst

on the telephone

3.1 State the types of communication problems that

may occur

3.2 Describe how to focus on the call and avoid

distractions

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

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Unit T/601/6077

Answer telephone calls from customers

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to greet customers

calling on the telephone

1.1 Explain why an appropriate greeting is needed for

customers

1.2 Use the appropriate greeting when answering

customer calls

2 Be able to deal with

incoming customer

telephone calls

2.1 Use questions to clarify customer wishes and needs

during telephone calls

2.2 Deal with the customer’s requests within the limits

of own authority

2.3 Pass on calls from customers to appropriate

colleagues when customer needs are outside their

own authority

3 Be able to respond to

requests from customers

3.1 Exchange information with customers over the

telephone

3.2 Summarise information from customers to check

they have heard requests correctly

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

19

Unit M/601/6062

Communicate effectively with customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know the importance of speaking

clearly to customers

1.1 State why it is important to speak clearly

to customers

1.2 State how to speak clearly to customers

about services or products

1.3 List the information to include when

answering questions from customers

about services or products

2 Know the importance of listening

actively to customers

2.1 State how to give customers their full

attention when listening to them

2.2 State why it is important to listen to

customers

3 Know the importance of using

information from customers to

contribute to good customer service

3.1 Describe how to confirm with customers

that details are correct

3.2 State the importance of reacting quickly

to what they have heard from customers

3.3 List information they might hear from

customers that should be passed to

colleagues

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

20

Unit A/601/6078

Positive communication with customers

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to hold conversations with

customers

1.1 Use questions to develop a customer

conversation

1.2 Describe how to listen actively to customers

1.3 Listen actively to customers

1.4 Close a conversation with a customer

2 Be able to respond to requests

from customers

2.1 Exchange information with customers in a

conversation

2.2 Summarise information from customers to

check they have heard requests correctly

2.3 Pass information from customers to

colleagues

3 Be able to use body language

when dealing with customers

3.1 Identify types of body language that affect

customers positively

3.2 Identify types of body language that affect

customers negatively

3.3 Use positive body language when dealing with

customers

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

21

Unit A/601/6064

Effective relationships with customers and colleagues

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know how to relate effectively to

customers

1.1 identify methods of communication when

dealing with customers

1.2 Identify language to avoid because

customers may consider it to be offensive

1.3 Identify language to avoid because

customers may consider it too familiar

2 Know how to relate effectively to

colleagues in a customer service

team

2.1 State why friendliness and helpfulness are

useful in customer service teamwork

2.2 State how to help colleagues when doing

routine customer service tasks

2.3 State what help could be reasonably

expected from colleagues when carrying out

routine customer service tasks

2.4 State what help colleagues could reasonably

expect to be given when carrying out routine

customer service tasks

3 Know the importance of positive

body language when dealing with

customers and colleagues

3.1 State what is meant by positive body

language

3.2 State the importance of avoiding negative

body language

3.3 State why it is important to use eye contact

and a smile when talking to customers and

colleagues

3.4 State why it is important to use and react to

body language when dealing with customers

and colleagues

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

22

Unit F/601/6079

Contribute to effective customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know customer service terms and

language

1.1 Define key customer service terms and

language

1.2 Describe the connections between customer

service, customer expectations and customer

satisfaction

2 Know what contributes to good

customer service in an

organisation

2.1 Describe how company procedures contribute

to good customer service

2.2 Describe how good teamwork contributes to

good customer service

2.3 Describe the main points in a customer service

process that influence customer satisfaction

3 Be able to work effectively with

colleagues in a customer service

team

3.1 Describe why friendliness and helpfulness are

useful in customer service teamwork

3.2 Describe the importance of not distracting

colleagues when dealing with customers

3.3 Identify what leads to effective team work

3.4 Work effectively within a team when carrying

out routine customer service tasks

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

23

Unit F/601/6065

Introduction to customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know basic customer service

terms

1.1 Describe the differences between an external and

an internal customer

1.2 State how different services and products could

relate to each other and assist in providing

customer satisfaction

1.3 Identify regularly used customer service terms

2 Know the customer service

process and its importance

2.1 Identify what is meant by customer expectations

2.2 Identify what is meant by customer satisfaction

2.3 State how customer satisfaction results from

meeting customer expectations

2.4 State the consequences if customer service does

not meet customer expectations

2.5 State why good customer service matters to

organisations

3 Be able to learn from own

experience of customer

service

3.1 Identify situations when they are a customer

3.2 Describe what matters to them when they are a

customer

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

24

Unit T/601/6080

The customer service experience

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know about the customer service

experience

1.1 Describe customer service situations

1.2 Describe steps in a customer service process

1.3 Describe the feelings of being a customer at

different stages of the customer service

process

2 Know how customer satisfaction is

achieved

2.1 Describe the link between customer

expectations and customer satisfaction

2.2 Describe service delivery that provides

customer satisfaction

2.3 Describe customer service that does not

meet customer expectations and the

reasons why

3 Be able to demonstrate a positive

attitude when dealing with

customers

3.1 Demonstrate willingness when dealing with

customers

3.2 Speak clearly to customers and put them at

their ease in different situations

3.3 Recognise customer feelings and establish a

rapport with them

3.4 Show respect to customers

3.5 Show reliability to customers

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

25

Unit L/601/6067

Working in a customer focused way

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Know how to show a polite and

willing approach to customers

1.1 State the importance of being positive and

polite when dealing with customers

1.2 State the importance of dealing with

customers in appropriate timescale

1.3 Identify what they can do to show the

customer they are willing and enthusiastic

1.4 State how to show customers reliability

2 Know how to show consideration to

customers

2.1 State the importance of being considerate

to customers

2.2 Identify what impresses customers

2.3 Identify what might annoy customers

2.4 State how to put customers at ease

2.5 State how to show respect to customers

ProQual, November 2017

Level 1 Award for Introduction to Customer Service

26

Unit A/601/6081

Work in a customer-friendly way

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to demonstrate a polite

and willing approach to

customers

1.1 Show good manners when dealing

with customers

1.2 Greet customers politely and

confidently

1.3 Deal with customers within an appropriate

timescale

1.4 Respond willingly to customer requests

1.5 Work in a way that shows customers

they are willing and enthusiastic

2 Be able to interact with

customers in different situations

2.1 Recognise when a customer wants or needs

attention

2.2 Respond when a customer wants or needs

attention

3 Be able to demonstrate

consideration for customer

3.1 Describe what might impress or annoy

customers when carrying out routine customer

service tasks

3.2 Carry out routine customer service tasks in a

way that shows consideration to customers

3.3 Focus on customers and avoid distractions

3.4 Thank customers for their business or for

information given

Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)

 

 

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