Customer service skills

Overview

Framework:
RQF
Level:
Level 1
Unit No:
H/617/4074
Credits:
2
Guided learning hours:
16 hours

Assessment Guidance

Portfolio of Evidence

Aim

To provide learners with an understanding of effective customer service and its importance to businesses 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

    Describe key characteristics of effective customer service.

  • 1.2

    State how good customer service can benefit a business.

  • 1.3

    Outline possible consequences of poor customer service.

2 — Be able to provide effective customer service.

Assessment Criteria

  • 2.1

    Provide relevant information to customers.

  • 2.2

    Respond to customer queries and requests.

  • 2.3

    Communicate in a positive and attentive manner with customers.

3 — Be able to perform customer service tasks.

Assessment Criteria

  • 3.1

    Follow workplace guidelines to complete routine customer service tasks.