ProQual Level 1 Award for Introduction to Customer Service in Islamabad
The ProQual Level 1 Award for Introduction to 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); it provides a progression route to higher level qualifications in Customer Service or other discipline related qualifications.
Qualification title ProQual Level 1 Award for Introduction to Customer Service
Ofqual qualification number 600/5863/8
Level Level 1
Total qualification time 70 hours
Guided learning hours 57
Assessment Pass or fail
Internally assessed and verified by centre staff
External quality assurance by ProQual verifiers
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.
Candidates must achieve a minimum of 7 credits: 3 credits from the Mandatory unit and a minimum of 4 credits from the Optional units. A minimum of 5 credits must be at level 1.
Apply legislation, regulation and organisational procedures for customer service
The importance of appearance and behaviour in customer service Entry
Create a good impression to customers
Legislation, regulation and procedures to follow in customer service
Understand how to deal with queries and requests
Entry Deal with queries and requests
Communicate customers’ problems with others
Record and communicate customer problems
The customer service job role
Handling telephone calls from customers
Answer telephone calls from customers
Communicate effectively with customers
Positive communication with customers
Effective relationships with customers and colleagues
Contribute to effective customer service
Introduction to customer service
The customer service experience
Working in a customer focused way
Work in a customer-friendly way
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 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 verifier who are suitably qualified for the specific occupational area. Assessors and internal 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
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
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.