- Total Qualification Time (TQT): 230
- Guided learning hours (GLH): 133
- Credit value: 23
- Level: 1
Overview
The primary purpose of this qualification is to develop the skills and knowledge you will need to be able to work effectively in a customer service role. You will develop your skills in communication, learn how to resolve queries and meet customers’ needs, and build up your knowledge of the principles of customer service.
This is a cross-sector qualification aimed at current and prospective customer service workers. This qualification covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.
Who is this qualification for?
This qualification is ideal if you are working in or looking to work in your first customer service role or if you want to progress in your customer service career.
Delivery Methods
London College of Professional Studies provides various flexible delivery methods to its learners which include blended learning, online learning, distance learning, and in-class. The learners can choose the mode of study as per their choice and convenience.
Learners are able to:
- Access All course materials, including online modules and written assignments
- Gain Teacher support
- Access LCPS online portal (24/7 access to our user-friendly learning portal)
- Acquire Assignments briefing
- Receive Excellent quality of study notes
- Obtain Assignment marking and feedback
- Access Free Online library.
- Gain Fully accredited UK courses
- Receive Dedicated customer support via chat, telephone, and email (Monday to Friday)
- Gain Full support until the completion of the course
Accreditation
NCFE / Cache Ofqual regulated awarding bodies
Duration
The program is available in 2 duration modes:
- 03 Months
- 06 Months
Course Delivery
- Online
- Blended Learning
Entry Requirements
This qualification is designed for learners of age 16 and above, who are working in or are looking to work in a customer service role or similar.
Assessment
Assessment requirements: internally assessed and externally moderated portfolio of evidence
Module Structure
To be awarded the Level 1 Certificate in Customer Service, learners must achieve a minimum of 23 credits:
- a total of 14 credits from Group A
- a minimum of 6 credits from Group B
- and the remaining credits can come from Group B or Group C
Group A mandatory units
- Unit 01 Understand working in a customer service environment (3 credits)
- Unit 02 Communication in customer service (2 credits)
- Unit 03 Principles of personal performance and development (3 credits)
- Unit 04 Principles of working in a business environment (4 credits)
- Unit 05 Work with others in a business environment (2 credits)
Group B optional units
- Unit 06 Record details of customer service problems (3 credits)
- Unit 07 Deal with customer queries, requests, and problems (3 credits)
- Unit 08 Communicate with customers in writing (3 credits)
- Unit 09 Deal with incoming telephone calls from customers (3 credits)
- Unit 10 Make telephone calls to customers (3 credits)
- Unit 11 Process information about customers (3 credits)
Group C optional units
- Unit 12 Manage time and workload (1 credit)
- Unit 13 Meet and welcome visitors in a business environment (2 credits)
- Unit 14 Contribute to sales activities in a contact center (3 credits)
- Unit 15 Use specific features of contact center systems and technology (3 credits)
- Unit 16 Health and safety procedures in the workplace (2 credits)
- Unit 17 Processing sales orders (2 credits)
- Unit 18 Meeting customers’ after-sales needs (3 credits)
Progression
Learners who achieve this qualification could progress to:
- Level 2 Certificate in Principles of Customer Service
- Level 2 Diploma in Customer Service
- Level 2 Diploma in Business Administration
It may also be useful to learners studying qualifications in the following sector(s):
- junior/apprentice customer service assistant
- junior/apprentice secretary
- junior/apprentice receptionist
- junior/apprentice personal assistant
- junior/apprentice administration assistant
- technical administrator
- sales administrator
- junior lead generator
- retail operative
- helpdesk operative
