Customer service skills

Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
D/617/4073
Credits:
2
Guided learning hours:
20 hours

Assessment Guidance

Portfolio of Evidence

Aim

To provide learners with a basic understanding of what good customer service looks like and develop their customer service skills.

For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.

Unit Learning Outcomes

To view the assessment criteria and any additional content, please expand the relevant learning outcome below.

1 — Know about good customer service.

Assessment Criteria

  • 1.1

    Identify some characteristics of effective customer service.

  • 1.2

    Give reasons why it is important to offer good customer service.

2 — Be able to interact with customers.

Assessment Criteria

  • 2.1

    Greet customers politely.

  • 2.2

    Respond appropriately to routine customer queries and requests.

3 — Be able to perform customer service tasks.

Assessment Criteria

  • 3.1

    Follow instructions to complete routine customer service tasks.