ProQual Level 1 Certificate in Customer Service Course in Pakistan || Registration Open

ProQual Level 1 Certificate in Customer Service Course in Pakistan || Registration Open

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

Introduction

The Level 1 Certificate in Customer Service qualification provides a nationally recognised

qualification for anyone who is working or wants to work in a customer-facing role. The

qualification will develop basic knowledge and skills such as communication, customer

service and working in a business environment.

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

this qualification has been approved by the Welsh Government 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).

Qualification Profile

Level 1 Certificate in Customer Service

Qualification title ProQual Level 1 Certificate in Customer Service

Ofqual qualification number 601/4755/6

Level 1

Total qualification time 230 hours

Guided learning hours 143

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/11/2014

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.

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Level 1 Certificate in Customer Service

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Qualification Structure

Candidates must achieve 23 credits:

  • 14 credits from the Mandatory units in Group A, plus
  • a minimum of 6 credits from Optional Group B
  • a maximum of 3 credits may be from Optional Group C

Group A Mandatory Units – complete all units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

L/506/2083 Understand working in a customer service environment 1 3

Y/506/2085 Communication in customer service 1 2

L/506/1791 Principles of personal performance and development 1 3

R/506/1792 Principles of working in a business environment 1 4

Y/506/1793 Work with others in a business environment 1 2

Group B Optional Units – a minimum of 6 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/2094 Record details of customer service problems 1 3

A/506/2113 Deal with customer queries, requests and problems 1 3

T/506/2126 Communicate with customers in writing 2 3

H/506/2154 Deal with incoming telephone calls from customers 2 3

K/506/2155 Make telephone calls to customers 2 3

R/506/2134 Process information about customers 2 3

Group C Optional Units – a maximum of 3 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

H/506/1795 Manage time and workload 1 1

A/506/1799 Meet and welcome visitors in a business environment 1 2

F/503/0392 Contribute to sales activities in a contact centre 1 3

F/503/0361 Use specific features of contact centre systems and

technology 1 3

T/505/4673 Health and Safety Procedures in the Workplace 2 2

M/502/8587 Processing sales orders 2 2

R/502/8601 Meeting customers’ after sales needs 2 3

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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 Practice
  • 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 are based on NOS for customer service.

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Assessment

This suite of qualifications are 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 qualifications 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 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.

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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 Certificate in 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.

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Level 1 Certificate in Customer Service

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Learning Outcomes and Assessment Criteria

Unit L/506/2083

Understand working in a customer service environment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know the importance of

customer service

1.1 State what is meant by “customer service”

1.2 State why effective customer service is important to

an organisation

2 Know the factors affecting

customer service

2.1 Outline the difference between an internal and an

external customer

2.2 State how to identify customers’ needs and

expectations

2.3 List information sources needed to deliver reliable

customer service

2.4 Describe the relationship between customer

expectations and customer satisfaction

3 Know how to work in a

customer service role

3.1 Identify personal behaviours that can positively

affect customers’ perceptions of an organisation and

its products and/or services

3.2 Identify the job roles within a team delivering

customer service

3.3 State the standards of personal presentation and

behaviour expected by customer service staff in

different organisations

3.4 State standards and practices that relate to a service

offer within different types of organisation

3.5 Describe how legislation and organisational

requirements affect what can be promised or carried

out in a customer service role

3.6 Describe the procedures for protecting customers’

personal information and safety

3.7 State the importance of protecting customers’

personal information and safety

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

4 Know how to refer

customer queries and

problems to others

4.1 Describe types of customer behaviour that show

when a customer is dissatisfied

4.2 State the procedures to be followed when dealing

with customer queries or problems

4.3 State to whom to refer customer queries and

problems

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Unit Y/506/2085

Communication in customer service

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to communicate

in a customer service role

1.1 Describe different methods of communicating with

customers and when it is appropriate to use them

1.2 Give examples of positive and negative customer

service language

1.3 State the importance of speaking clearly

1.4 Describe how tone of voice can affect how

customers perceive their experience

1.5 Describe how body language conveys what someone

is thinking or feeling

1.6 Define the term “active listening”

1.7 List the types of information needed to

communicate effectively with customers

1.8 State why it is important to pass information and

messages to colleagues

2 Be able to communicate

with customers

2.1 Listen “actively” to what customers are saying

2.2 Check their own understanding of customers’ needs

2.3 Summarise information for customers

2.4 Check that customers are satisfied with the

information provided

2.5 Follow organisational standards of behaviour and

communication when interacting with customers

2.6 Adhere to organisational policies and procedures,

legal and ethical requirements when communicating

with customers

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Unit L/506/1791

Principles of personal performance and development

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

1 Know employees’ rights and

employers’ expectations

1.1 State an organisation’s expectations for the

conduct of its employees

1.2 State an employee’s rights in relation to

their employment

1.3 State why it is important to work within

employees’ rights and employers’

expectations

1.4 State where to find information and advice

on employees’ rights and employers’

expectations

2 Know how to manage their own

work

2.1 Describe ways of managing allocated tasks

to ensure they are completed on time

2.2 State the purpose of keeping other people

informed of progress and problems with

work activities

2.3 Explain the importance of accepting

responsibility for one’s own work

2.4 State the limits of their own responsibilities

at work

2.5 State what to do when a problem arises

with work activities

3 Know ways of managing and

improving personal performance

and development

3.1 State the purpose and benefits of personal

development at work

3.2 Describe the purpose of individual and team

goals and targets

3.3 Explain the use of personal development

plans

3.4 Explain the importance of fulfilling a

personal development plan

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

3.5 Outline a manager’s role in an individual’s

personal development

3.6 Outline relevant personal development

opportunities and career paths within the

organisation

3.7 Describe how acting on feedback can

benefit a team and organisation

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Unit R/506/1792

Principles of working in a business environment

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

1 Know the purpose and structure of

business organisations

1.1 State the purposes of different types of

business organisations

1.2 Explain why it is important for a business

to be financially secure

1.3 State the purposes of an organisational

chart

1.4 Describe the role of the main functional

areas of business organisations

2 Know how to contribute to

environmental sustainability within an

organisation

2.1 State what is meant by “environmental

sustainability”

2.2 Explain why it is important to keep waste

to a minimum

2.3 Describe practices that may be used to

minimise waste in a business

environment

2.4 State the standard procedures to be

followed when recycling and disposing of

waste

3 Know how to support equality and

diversity within an organisation

3.1 State the meaning of the terms “equality”

and “diversity”

3.2 State why it is important to support

equality and diversity in the work

environment

3.3 Describe ways of behaving that show

sensitivity and respect for other people

3.4 State the legal requirements relating to

equality and diversity

4 Know the requirements of

confidentiality and security in an

organisation

4.1 State the importance of maintaining

organisational standards of

confidentiality

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

4.2 Outline how confidentiality requirements

affect the workplace

4.3 State the importance of maintaining

organisational standards of security

4.4 Outline how security requirements affect

the workplace

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Unit Y/506/1793

Work with others in a business environment

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to work with others

in a business environment

1.1 Describe how their own role fits in with the role

of others in their team

1.2 Describe how their own behaviour can affect

teamwork

1.3 Describe behaviours that show trust, respect and

consideration for others

1.4 Outline the importance of following instructions

when completing tasks

1.5 State the importance of understanding authority

at work

1.6 State why it is important to behave in a way that

does not cause conflict

1.7 State what to do if problems occur when working

with others

1.8 Describe different ways to help colleagues with

work activities

2 Be able to work with others in a

business environment

2.1 Meet agreed deadlines, targets and quality

standards

2.2 Maintain expected standards of performance

2.3 Act positively on feedback on own performance

2.4 Treat others with courtesy and respect

2.5 Follow organisational policies and procedures

and legal requirements whilst working with

others

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Level 1 Certificate in Customer Service

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Unit A/506/2094

Record details of customer service problems

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know how to process details of

customers’ problems

1.1 Describe how to recognise when customers are

raising problems

1.2 State why reference codes are used to identify

customers and specific transactions

1.3 Describe different types of questions to ask

when processing details of customers’ problems

1.4 Describe how to behave and communicate with

customers who are dissatisfied

1.5 Describe when, why and to whom to refer

customers’ problems

2 Be able to gather and record

details from customers who

raise problems

2.1 Respond to customers calmly and professionally

2.2 Take details that will identify individual

customers

2.3 Identify the nature and likely causes of

problems

2.4 Check their own understanding of what

customers see as a problem

2.5 Record details of customers’ problems

2.6 Adhere to organisational policies and

procedures, legal and ethical requirements

when dealing with problems

3 Be able to refer details of

customers’ problems to

colleagues

3.1 Refer customers’ problems to the appropriate

people

3.2 Explain to customers what is happening,

without making promises

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Level 1 Certificate in Customer Service

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Unit A/506/2113

Deal with customer queries, requests and problems

Learning Outcome – The learner

will:

Assessment Criterion – The learner can:

1 Know how to deal with

customer queries, requests

and problems

1.1 List queries and requests that customers are likely

to have

1.2 Describe how to identify customers’ queries,

requests and problems

1.3 Describe how to behave and communicate with

customers who are dissatisfied

1.4 Describe the kinds of behaviour and

communication that could make a situation worse

1.5 Describe when, why and from whom to obtain

information or help

1.6 State to whom and when problems should be

referred

2 Be able to deal with

customers’ queries and

requests

2.1 Deal with queries and requests in a professional

way

2.2 Provide customers with responses to their queries

within the limits of their own authority

2.3 Obtain information or help when queries or

requests cannot be answered

2.4 Keep customers informed of progress

3 Be able to deal with

customers’ problems

3.1 Identify the nature of customers’ problems

3.2 Communicate with customers calmly and

confidently

3.3 Resolve problems within the limits of their own

authority

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Learning Outcome – The learner

will:

Assessment Criterion – The learner can:

3.4 Brief colleagues when referring problems

3.5 Check that customers are satisfied with the actions

taken

3.6 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

customers’ problems

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Level 1 Certificate in Customer Service

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Unit T/506/2126

Communicate with customers in writing

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to

communicate with customers

in writing

1.1 Explain why it is necessary to use different forms of

written communication for different purposes

1.2 Describe practices for producing different forms of

written communications

1.3 Describe the potential benefits and limitations

associated with communicating with customers in

writing

1.4 Explain the implications of confidentiality and data

protection in communicating with customers in

writing

2 Be able to plan written

communications to

customers

2.1 Identify the objective(s) of the communication

2.2 Gather the information needed to draft the

communication

2.3 Select the form of written communication that is

most likely to lead to customer satisfaction within

the service offer

3 Be able to communicate with

customers in writing

3.1 Produce communications that recognise

customers’ points of view in accordance with

organisational standards, styles and tone

3.2 Use language that is clear and concise, adapting it

to meet identified customer needs

3.3 Record decisions and actions taken and the

reasons for them

3.4 Adhere to organisational policies and procedures,

legal and ethical requirements when

communicating with customers in writing

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Level 1 Certificate in Customer Service

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Unit H/506/2154

Deal with incoming telephone calls from customers

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

1 Understand how to deal with

incoming customer calls

1.1 Explain why an organisation should have

guidance on dealing with telephone calls

1.2 Explain why an organisation should have an

identity checking process

1.3 Explain the importance of keeping customer

information up to date

1.4 Explain the importance of keeping customers

informed of the progress of their call

1.5 Describe how body language and facial

expressions can be detected over the telephone

1.6 Describe different questioning techniques used

when dealing with incoming calls

1.7 Explain how to handle abusive calls

2 Be able to establish the purpose

of incoming customer calls

2.1 Verify the identity of callers in line with

organisational guidelines

2.2 Speak clearly, concisely and politely using

speech and tone to create a rapport

2.3 Adapt their own communication style to meet

customers’ needs

2.4 Listen actively to what customers are saying to

collect as much information as possible

2.5 Use questioning techniques that are

appropriate to the conversation

2.6 Record information in line with organisational

guidelines

3 Be able to deal with customer

questions and requests

3.1 Respond in a way that best meets customer and

organisational requirements

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Level 1 Certificate in Customer Service

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

3.2 Give clear and concise information that meets

customers’ needs

3.3 Manage the length of the conversation

3.4 Confirm that the customer is satisfied with the

outcomes of the conversation

3.5 Complete agreed post-call follow up actions

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Level 1 Certificate in Customer Service

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Unit K/506/2155

Make telephone calls to customers

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to make

telephone calls to

customers

1.1 Explain the legislation and regulations relating to the

use of customer information when planning to make

calls

1.2 Explain the importance of keeping customer

information up to date

1.3 Explain the reasons for organisational guidance on

dealing with telephone calls

1.4 Explain the reasons for organisational identity

checking processes

1.5 Explain how body language and facial expressions can

be detected over the telephone

1.6 Describe different questioning techniques when

dealing with customers

1.7 Explain organisational guidelines for what can and

cannot be said or promised

1.8 Explain how to handle abusive calls from customers

2 Be able to plan telephone

calls to customers

2.1 Identify the objective(s) of calls

2.2 Prepare the information needed to make calls

2.3 Plan the structure of calls

2.4 Identify customers’ likely responses and how they

can be dealt with

3 Be able to make telephone

calls to customers

3.1 Use telecommunications equipment in accordance

with organisational standards

3.2 Confirm the identity of customers in line with

organisational guidelines

3.3 Make the customer aware of the purpose of the call

as early as possible

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Level 1 Certificate in Customer Service

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.4 Speak clearly, concisely and politely, using speech

and tone to create rapport

3.5 Adapt their own communication style to meet

customers’ needs

3.6 Listen actively to what customers are saying to collect

as much information as possible

3.7 Give clear and concise information that meets

customers’ needs

3.8 Record information in line with organisational

guidelines

3.9 Complete agreed follow up actions after closing the

telephone call

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Level 1 Certificate in Customer Service

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Unit R/506/2134

Process information about customers

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to

process customer

information

1.1 Describe the functions of customer information

systems

1.2 Explain the way in which legislation and regulatory

requirements affect the processing of customer

information

1.3 Explain different responsibilities and levels of authority

for processing customer service information

1.4 Explain the reliability of sources of customer

information

1.5 Explain the validity of customer information

2 Be able to process

customer information

2.1 Record information about customers in line with

organisational standards and procedures

2.2 Keep customer information up to date

2.3 Respond to requests for customer information from

authorised people in a timely manner

2.4 Retrieve customer information that meets the

requirements of the request

2.5 Supply customer information in a format appropriate

for the recipient

2.6 Adhere to organisational policies and procedures, legal

and ethical requirements when processing customer

information

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Level 1 Certificate in Customer Service

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Unit H/506/1795

Manage time and workload

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to manage

their own time and

workload

1.1 Describe ways of managing time and workload

1.2 State why it is important to the organisation and the

individual that time and workload are managed

effectively

1.3 State why it is important to seek work and offer help

to others

1.4 Describe how seeking help from colleagues can help in

managing workload

1.5 Describe why it is important to accept responsibility

for their own mistakes

2 Be able to manage time

and workload

2.1 Use time management techniques to manage the

completion of tasks

2.2 Finish tasks within the allotted timescale

2.3 Inform team members of progress and developments

of work activities

2.4 Ask for work when existing tasks have been

completed

2.5 Report problems beyond their own level of authority

to the appropriate person

2.6 Follow organisational procedures and legal

requirements when managing time and workload

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Level 1 Certificate in Customer Service

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Unit A/506/1799

Meet and welcome visitors in a business environment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Know how to meet

visitors in a business

environment

1.1 State an organisation’s procedures for dealing with

visitors

1.2 Describe the standards of personal behaviour and

presentation that an organisation should expect from

staff that meet and welcome visitors

1.3 Identify any organisational health, safety and security

requirements relevant to visitors

1.4 Describe what to do and who to contact when

problems with visitors arise

2 Be able to meet visitors in

a business environment

2.1 Welcome visitors politely in accordance with

organisational standards

2.2 Confirm the identity of visitors and the reasons for

their visit

2.3 Check that any health, safety and security actions are

carried out

2.4 Record visitors’ arrival and departure in accordance

with organisational procedures

2.5 Inform those who are being visited of the arrival of

their visitor(s) in accordance with organisational

standards

2.6 Present a positive personal image in accordance with

organisational standards

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Level 1 Certificate in Customer Service

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Unit F/503/0392

Contribute to sales activities in a contact centre

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to gather and use

specified sales information in a

contact centre

1.1 Gather the specified information about

customers, products and/or services in

accordance with organisational procedures

1.2 Provide information to customers about products

and/or services in accordance with organisational

procedures

1.3 Collect from customer’s information that

supports potential sales in accordance with

organisational procedures

1.4 Check with customers the accuracy of the

information provided

1.5 Keep records of customers in accordance with

organisational procedures

2 Be able to make direct sales to

customers through a contact

centre

2.1 Identify customers in accordance with

organisational procedures

2.2 Establish customers’ needs for potential sales of

products and/or services within their level of

authority

2.3 Check with customers the accuracy of the order

2.4 Refer customers to an authorised colleague when

sales requests are beyond their level of authority

2.5 Complete the authorisation or payment in

accordance with organisational procedures

3 Understand sales activities in a

contact centre

3.1 List the products and/or services offered or

supported by the contact centre

3.2 List the regulations and/or legislation that has an

impact on dealing with customers

3.3 State the organisational procedures for

processing sales and payments and/or

establishing order authority with customers

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Level 1 Certificate in Customer Service

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Unit F/503/0361

Use specific features of contact centre systems and technology

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

1 Be able to use contact centre

systems and technology to carry

out customer contact tasks

1.1 Log into the technology system that is

appropriate for dealing with customer contacts

1.2 Follow defined pathways through the system

to complete customer contact tasks

1.3 Use features of the technology contact

handling system to control customer contacts

1.4 Locate information on the system needed to

complete a customer contact

1.5 Identify to whom to refer when the customer

contact cannot be completed

1.6 Input information into the system in

accordance with organisational procedures

1.7 Validate the customer’s identity from

information given and information held on the

system

2 Understand contact centre

systems and technology

2.1 State the organisational procedures and

guidelines for handling customer contacts

2.2 List the products and/or services offered or

supported by the contact centre

2.3 List the regulation and/or legislation relevant

to the contact centre’s work with customers

2.4 State to whom to pass contacts when they are

outside the limits of their authority or the

customer contact is too difficult to handle

2.5 State the procedures for logging onto the

technology systems

2.6 State how to respond to prompts from the

system indicating the pathway to be followed

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Level 1 Certificate in Customer Service

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

2.7 State how to use systems and technology to

handle customer contacts

2.8 Identify the categories of customer contacts

that they are authorised to handle

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Level 1 Certificate in Customer Service

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Unit T/505/4673

Health and Safety Procedures in the Workplace

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Know health and safety

procedures in the workplace.

1.1 Define the main responsibilities for health and

safety in the workplace of the following:

  1. a) employers
  2. b) employees.

1.2 Describe two health and safety laws affecting the

workplace.

1.3 Define the importance of following health and

safety procedures in the workplace.

1.4 Define the types of information or support

available in relation to a specified aspect of

health and safety in the workplace.

2 Be able to carry out tasks with

regard to health and safety in

the workplace.

2.1 Carry out a risk assessment of a specified

workplace activity.

2.2 Use equipment or tools safely in the workplace.

2.3 Describe how to prevent accidents in the

workplace.

2.4 Assess how own health and safety practices

could be improved.

ProQual, November 2017

Level 1 Certificate in Customer Service

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Unit M/502/8587

Processing sales orders

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to process

and follow up sales orders

1.1 Explain the importance of sales order processing

1.2 Describe organisational processes for ordering

products and/or services

1.3 Describe different sources of information used to

check customer credit

1.4 Describe the different payment methods accepted

by sales orientated organisations

1.5 Explain the role of the despatch function

1.6 Describe service standards relating to sales order

completion

1.7 Explain the importance of storing information

securely

2 Be able to process sales

orders

2.1 Identify customer sales order requirements

2.2 Check that the credit status of the customer meets

organisational standards

2.3 Confirm the availability of products and/or services

to the customer

2.4 Ensure that information given to the customer

about delivery, timing and price is accurate

2.5 Ensure that the sale is authorised following the

organisation’s procedures

2.6 Finalise the transaction in accordance with

organisational procedures

2.7 Ensure that the customer is aware of the terms and

conditions of sale

ProQual, November 2017

Level 1 Certificate in Customer Service

32

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

2.8 Ensure that the customer’s requirements are

communicated to those responsible for fulfilling

sales orders

2.9 Identify who to go to when in need of support with

sales order processing problems

3 Be able to follow up sales

order processing

3.1 Keep the customer informed of the sales order

progress and any problems with the sale order

3.2 Advise the customer of current discounts and

special offers

3.3 Check all information is stored securely

ProQual, November 2017

Level 1 Certificate in Customer Service

33

Unit R/502/8601

Meeting customers’ after sales needs

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to investigate

customer after sales

needs

1.1 Establish the nature of customers’ after sales needs

1.2 Communicate with customers in a way that conforms

with quality and customer service standards at all times

2 Be able to handle

customers’ after sales

needs

2.1 Deal with customers’ after sales needs following

organisational customer service standards and

procedures

2.2 Balance customers’ needs with those of the

organisation

2.3 Explain when to refer to someone in authority if the

problem cannot be resolved within the limits of own

authority

2.4 Fulfil commitments made to customers in accordance

with quality and customer service standards

2.5 Record commitments made to customers

3 Be able to review the

after sales process

3.1 Obtain customers’ comments on service reliability from

customers

3.2 Analyse and report the findings to the relevant person

in the organisation

3.3 Make recommendations for improvements to after

sales service provision in the light of customer

feedback

 

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