ProQual Level 1 Award in the Principles of Customer Service Course Islamabad || Registration Open

ProQual Level 1 Award in the Principles of Customer Service Course Islamabad || Registration Open

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

Introduction

The ProQual Level 1 Award in the Principles of 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)

and 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 in the Principles of Customer

Service

Ofqual qualification number 600/7736/0

Level Level 1

Total qualification time 60 hours

Guided learning hours 30

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/1/13

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 in Principles of Customer Service

4

Qualification Structure

To achieve the qualification candidates must complete the Mandatory unit.

Mandatory Units

Unit Reference

Number Unit Title Unit

Level GLH

Y/501/4375 Principles of customer service 1 30

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Level 1 Award in Principles of 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 quality assurance verifier who are suitably qualified for the specific

occupational area. Assessors and internal quality assurance 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

Links to National Standards / NOS mapping

National Occupational Standards (NOS) are owned by a Sector Skills Council or Standard

Setting Body and they describe the skills, knowledge and understanding needed to

undertake a particular task or job at different levels of competence.

The structure and units of this qualification relate to the NOS in customer service and

directly relevant to the needs of employers.

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Level 1 Award in Principles of Customer Service

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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.

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

onwards.

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 in Principles of 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 requirements for qualifications will be awarded:

  • A certificate listing all units achieved, and
  • A certificate giving the full qualification title –

ProQual Level 1 Award in the Principles of Customer Service

Claiming certificates

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

who have successfully achieved the requirements for a qualification. All certificates will be

issued to the centre for successful candidates.

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.

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Level 1 Award in Principles of Customer Service

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Learning Outcomes and Assessment Criteria

Unit Y/501/4375 Principles of customer service

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

1 Know how to deliver good customer service 1.1 Identify different types of customers

1.2 Identify different needs of customers

1.3 State what is meant by customer satisfaction.

1.4 State what is meant by customer expectations

2 Know different communication methods 2.1 State effective methods of communication to

use when dealing with different customers.

2.2 State how to use questions when dealing with

different customers.

2.3 Identify positive and negative body language

and facial expression

2.4 State how customers’ body language impacts

on customer service.

2.5 State how own body language impacts on

customer service

3 Know how to provide good customer

service in line with organisational

procedures

3.1 State the importance of providing products

and services which are ‘fit for purpose’

3.2 State the importance of customer and

organisation confidentiality

3.3 State the limits of own authority.

4 Know how to effectively deal with customer

queries, problems and complaints

4.1 State how to deal with customer queries

4.2 Identify common customer problems and

complaints

4.3 State how to deal with problems and

complaints

 

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

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