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

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Structure of the SVQs This section lists the Units which form the SVQs in Customer Service. SVQ 1 in Customer Service at SCQF level 4 (GA38 21) To achieve a level 1 qualification you must complete five Units, of which: 1 Two Units must be completed from Group A: Mandatory Core Units. 2 One Unit must be selected from Group B: Optional Units. 3 One Unit must be selected from Group C: Optional Units. 4 One Unit must be selected from Group D: Optional Units. 5 At least three Units must be at SCQF level 4. The candidate must complete all mandatory Units Mandatory Units (Group A) SQA Ref SCQF level SSC Ref Title SCQF credit points FD8C 04 4 4 F1 Communicate Using Customer Service Language FE1N 04 5 4 F2 Follow the Rules to Deliver Customer Service Plus one from the following optional Units Optional Units (Group B) SQA Ref SCQF SCQF SSC Title level credit points Ref FE1P 04 4 5 A1 Maintain a Positive and Customer-friendly Attitude FE1R 04 4 5 A2 Adapt Your Behaviour to Give a Good Customer Service Impression Plus one from the following optional Units Optional Units (Group C) SQA Ref SCQF level SCQF credit points SSC Ref Title FE1T 04 4 5 B1 Do Your Job in a Customer-friendly Way FE1V 04 5 5 B2 Deliver Reliable Customer Service FE1W 04 5 5 B3 FE1X 04 5 5 B4 F943 04 5 8 B5 Deliver Customer Service on Your Customer’s Premises Recognise Diversity When Delivering Customer Service Deal With Customers Across a Language Divide 9
SQA Ref SCQF level SCQF credit points SSC Ref FE1Y 04 5 4 B6 FE20 04 5 5 B7 F944 04 5 4 B8 Title Use Questioning Techniques When Delivering Customer Service Deal With Customers Using Bespoke Software Maintain Customer Service Through Effective Handover Plus one from the following optional Units Optional Units (Group D) SQA Ref SCQF level SSC Ref Title SCQF credit points FE21 04 4 5 C1 Recognise and Deal with Customer Queries, Requests and Problems FE22 04 4 4 C2 Take Details of Customer Service Problems 10
Page 1 and 2: Assessor’s guidelines for the: SV
Page 3 and 4: Contents About this guide .........
Page 5 and 6: Introduction This introduction prov
Page 7 and 8: How are standards defined in SVQs?
Page 9 and 10: f1l who’s who and who does what t
Page 11: 1 The SVQs in Customer Service The
Page 15 and 16: Plus one from the following optiona
Page 17 and 18: SVQ 3 in Customer Service at SCQF l
Page 19 and 20: SVQ 4 in Customer Service at SCQF l
Page 21 and 22: Why would people be interested in t
Page 23 and 24: The two mandatory Units would provi
Page 25 and 26: Planning In planning for assessment
Page 27 and 28: Selecting methods of assessment The
Page 29 and 30: Product evidence As candidates work
Page 31 and 32: Witness testimony For practical rea
Page 33 and 34: 3 Generating evidence The methods o
Page 35 and 36: Observation record Unit/Element(s)
Page 37 and 38: Questions and candidate responses T
Page 39 and 40: Candidate’s personal statement If
Page 41 and 42: Witness testimony Remember when you
Page 43 and 44: Filling the gaps There may come a t
Page 45 and 46: Insufficient evidence You have to j
Page 47 and 48: Completing the Unit progress record
Page 49 and 50: Using the index of evidence The pur
Page 51 and 52: Completing the Customer Service Sta
Page 53 and 54: Unit: D8 Work with others to improv
Page 55 and 56: Appendix 1: Blank recording forms 5
Page 57 and 58: Index of evidence SVQ title and lev
Page 59 and 60: Unit Element Notes/Comments The can
Page 61 and 62: Personal statement Date Evidence in
Page 63 and 64:
Witness testimony SVQ title and lev
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Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...

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