Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...

1 The SVQs in Customer Service
The SVQs in Customer Service have been developed by the CfA, Council for
Administration, and are intended for people whose job role involves dealing with
customers, whether internal or external to their organisation.
Customer service impacts on all occupational sectors.
These people may be working as sales people, administrators, hotel and travel
employees, managers, in fact in any role that involves working with other people.
Customer service is equally important when dealing with colleagues and, therefore,
the qualifications will be appropriate to anyone who interacts with other people, ie
internal customers. Whether dealing with internal or external customers, candidates
will require skills and knowledge in understanding service requirements, anticipating
customers needs, meeting and exceeding customers expectations and recognizing
customer behaviors.
The SVQs are designed to be assessed in the workplace, or in conditions of the
workplace. Examples of the settings or centres in which the SVQs are likely to be
delivered include:
service centres
retail stores
hotels and restaurants
office environments
public sector organisations
utility companies
customer reception departments
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