Ascentis
Level 1
QN: 600/1684/X
Curriculum Active
Ascentis Level 1 Certificate for Introduction to Customer Service
Official qualification regulated by Ofqual, awarded by Ascentis. Classified as a Other Vocational Qualification. Total guided learning hours: 361 hours.
Qualification Level
Level 1
Awarding Body
Ascentis
Syllabus Units
19 Units
Guided Hours
361 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Answer telephone calls from customers
Verified
Key Learning Objectives:
- Be able to greet customers calling on the telephone
- Be able to deal with incoming customer telephone calls
- Be able to respond to requests from customers
2
Apply legislation, regulation and organisational procedures for customer service
Verified
Key Learning Objectives:
- Be able to follow customer service procedures for a particular job
- Be able to protect the security of property and information when delivering customer service
- Know the health and safety requirements of delivering customer service
- Know other external rules that impact on customer service delivery
3
Ascentis Level 1 Certificate for Introduction to Customer Service
Communicate effectively with customers
Verified
Key Learning Objectives:
- Explain the importance of speaking clearly to customers
- Describe the techniques of active listening
- Identify how customer information can be used to improve customer service
- Demonstrate clear speaking in a customer service role-play
- Demonstrate active listening in a customer service role-play
- Apply customer feedback to a service improvement scenario
4
Ascentis Level 1 Certificate for Introduction to Customer Service
Effective relationships with customers and colleagues
Verified
Key Learning Objectives:
- Identify the key principles of relating effectively to customers
- Explain how to build positive working relationships with colleagues in a customer service team
- Describe the importance of positive body language when dealing with customers and colleagues
- Demonstrate appropriate body language in a customer service context
- Apply techniques for effective verbal communication with customers and colleagues
5
Ascentis Level 1 Certificate for Introduction to Customer Service
Working in customer service
Verified
Key Learning Objectives:
- Describe the key principles of customer service that influence a customer-related job.
- Explain the requirements of a specific job role in meeting customer expectations.
- Outline the typical responsibilities of entry-level customer service jobs.
- Identify customer service roles that may be accessible after gaining experience in first-step jobs.
- Explain how appearance and behaviour affect customer reactions.
- Describe how to interact effectively with customers in a customer service setting.
6
Ascentis Level 1 Certificate for Introduction to Customer Service
Answer telephone calls from customers
Verified
Key Learning Objectives:
- Demonstrate a professional telephone greeting that includes a company identification and a friendly tone.
- Apply active listening techniques to accurately identify customer needs during a telephone call.
- Respond to customer requests by providing accurate information or transferring the call appropriately.
- Handle communication problems such as poor line quality or misunderstandings during a telephone call.
- Record relevant details of a customer telephone call accurately and securely.
- Evaluate the effectiveness of your own telephone answering skills and identify areas for improvement.
7
Ascentis Level 1 Certificate for Introduction to Customer Service
The importance of appearance and behaviour in customer service
Verified
Key Learning Objectives:
- Identify dress requirements for different customer service roles
- Explain how general appearance affects customer reactions
- Demonstrate appropriate interaction techniques with customers
- Apply positive body language when dealing with customers
8
Ascentis Level 1 Certificate for Introduction to Customer Service
Apply legislation, regulation and organisational procedures for customer service
Verified
Key Learning Objectives:
- Follow organisational procedures for a specific customer service job
- Protect the security of property and information during customer service delivery
- Identify health and safety requirements relevant to customer service
- Recognise external rules and regulations that affect customer service delivery
- Apply relevant legislation and regulations in customer service scenarios
- Explain the importance of following procedures and regulations in customer service
9
Ascentis Level 1 Certificate for Introduction to Customer Service
Record and communicate customer problems
Verified
Key Learning Objectives:
- Collect detailed information from a customer with a problem
- Record detailed information about a customer problem
- Communicate a customer problem to a colleague
- Communicate a customer problem to a customer
10
Ascentis Level 1 Certificate for Introduction to Customer Service
Work in a customer-friendly way
Verified
Key Learning Objectives:
- Be able to demonstrate a polite and willing approach to customers, Be able to interact with customers in different situations, Be able to demonstrate consideration for customer
11
Ascentis Level 1 Certificate for Introduction to Customer Service
Positive communication with customers
Verified
Key Learning Objectives:
- Be able to hold conversations with customers, Be able to respond to requests from customers, Be able to use body language when dealing with customers
12
Ascentis Level 1 Certificate for Introduction to Customer Service
Introduction to customer service
Verified
Key Learning Objectives:
- Define basic customer service terms
- Describe the customer service process
- Explain the importance of customer service
- Reflect on own experience of customer service
- Identify improvements based on own experience
13
Ascentis Level 1 Certificate for Introduction to Customer Service
Working in a customer focused way
Verified
Key Learning Objectives:
- Know how to show a polite and willing approach to customers, Know how to show consideration to customers
14
Ascentis Level 1 Certificate for Introduction to Customer Service
The customer service experience
Verified
Key Learning Objectives:
- Know about the customer service experience, Know how customer satisfaction is achieved, Be able to demonstrate a positive attitude when dealing with customers
15
Ascentis Level 1 Certificate for Introduction to Customer Service
Communicate customers’ problems with others
Verified
Key Learning Objectives:
- Know how to collect information about a problem from a customer, Be able to log information about a customer problem, Know how to select information about a customer problem to pass to a colleague, Know how to communicate with a customer and a colleague about the problem
16
Ascentis Level 1 Certificate for Introduction to Customer Service
Handling telephone calls from customers
Verified
Key Learning Objectives:
- Know how to greet customers calling on the telephone, Know how to deal with customers calling on the telephone, Know how to deal with communication problems whilst on the telephone
17
Ascentis Level 1 Certificate for Introduction to Customer Service
Create a good impression to customers
Verified
Key Learning Objectives:
- Be able to dress appropriately for a customer service job, Be able to demonstrate an appropriate appearance for a customer service job, Be able to relate effectively to customers
18
Ascentis Level 1 Certificate for Introduction to Customer Service
Digital Communications for Business
Verified
Key Learning Objectives:
- 1. Use digital software tools and techniques to compose and send messages.2. Manage incoming digital messages effectively.
19
Ascentis Level 1 Certificate for Introduction to Customer Service
Deal with queries and requests
Verified
Key Learning Objectives:
- Know the services and products of a section or department, Know the customer’s interests about the services and products of a section or department, Be able to clarify customer queries or requests, Be able to deal with queries or requests from customers
20
Ascentis Level 1 Certificate for Introduction to Customer Service
Understand how to deal with queries and requests
Verified
Key Learning Objectives:
- State the main products or services provided by a chosen department.
- Describe different types of questions customers may ask, such as informational, complaint, or transactional queries.
- Recognise signs that a customer requires assistance, including body language and verbal prompts.
- Apply simple techniques to clarify a customer’s request, such as paraphrasing or open questions.
- Provide accurate information in response to a straightforward customer query.
- Demonstrate how to confirm that the customer is satisfied with the response given.
21
Ascentis Level 1 Certificate for Introduction to Customer Service
Contribute to effective customer service
Verified
Key Learning Objectives:
- Define key customer service terms and language
- Explain what contributes to good customer service in an organisation
- Demonstrate effective teamwork with colleagues in a customer service environment
- Describe the importance of appearance and behaviour in customer service
- Apply positive communication techniques when interacting with customers
- Evaluate the impact of body language on customer and colleague interactions
22
Communicate customers’ problems with others
Verified
Key Learning Objectives:
- Know how to collect information about a problem from a customer
- Be able to log information about a customer problem
- Know how to select information about a customer problem to pass to a colleague
- Know how to communicate with a customer and a colleague about the problem
23
Communicate effectively with customers
Verified
Key Learning Objectives:
- Know the importance of speaking clearly to customers
- Know the importance of listening actively to customers
- Know the importance of using information from customers to contribute to good customer service
24
Contribute to effective customer service
Verified
Key Learning Objectives:
- Know customer service terms and language
- Know what contributes to good customer service in an organisation
- Be able to work effectively with colleagues in a customer service team
25
Create a good impression to customers
Verified
Key Learning Objectives:
- Be able to dress appropriately for a customer service job
- Be able to demonstrate an appropriate appearance for a customer service job
- Be able to relate effectively to customers
26
Deal with queries and requests
Verified
Key Learning Objectives:
- Know the services and products of a section or department
- Know the customer’s interests about the services and products of a section or department
- Be able to clarify customer queries or requests
- Be able to deal with queries or requests from customers
27
Digital Communications for Business
Verified
Key Learning Objectives:
- Use digital software tools and techniques to compose and send messages.2.
- Manage incoming digital messages effectively.
28
Effective relationships with customers and colleagues
Verified
Key Learning Objectives:
- Know how to relate effectively to customers
- Know how to relate effectively to colleagues in a customer service team
- Know the importance of positive body language when dealing with customers and colleagues
29
Handling telephone calls from customers
Verified
Key Learning Objectives:
- Know how to greet customers calling on the telephone
- Know how to deal with customers calling on the telephone
- Know how to deal with communication problems whilst on the telephone
30
Introduction to customer service
Verified
Key Learning Objectives:
- Know basic customer service terms
- Know the customer service process and its importance
- Be able to learn from own experience of customer service
31
Positive communication with customers
Verified
Key Learning Objectives:
- Be able to hold conversations with customers
- Be able to respond to requests from customers
- Be able to use body language when dealing with customers
32
Record and communicate customer problems
Verified
Key Learning Objectives:
- Be able to collect detailed information from a customer with a problem
- Be able to record detailed information about a customer problem
- Be able to communicate a customer problem to a colleague and a customer
33
The customer service experience
Verified
Key Learning Objectives:
- Know about the customer service experience
- Know how customer satisfaction is achieved
- Be able to demonstrate a positive attitude when dealing with customers
34
The importance of appearance and behaviour in customer service
Verified
Key Learning Objectives:
- Know the dress requirements in customer service jobs
- Know how general appearance affects the way customers react
- Know how to interact with customers
35
Understand how to deal with queries and requests
Verified
Key Learning Objectives:
- Know the services or products of a section or department within an organisation
- Know the types of question that customers will ask
- Know how to recognise when a customer has a query or request
- Know how to clarify details of queries or requests from customers
36
Work in a customer-friendly way
Verified
Key Learning Objectives:
- Be able to demonstrate a polite and willing approach to customers
- Be able to interact with customers in different situations
- Be able to demonstrate consideration for customer
37
Working in a customer focused way
Verified
Key Learning Objectives:
- Know how to show a polite and willing approach to customers
- Know how to show consideration to customers
38
Working in customer service
Verified
Key Learning Objectives:
- Know the customer service principles that affect a customer related job
- Know what is required of a particular job holder to meet customer expectations
- Know the outline of entry level customer service jobs
- Know the outline of customer service jobs that may be accessible after experience in first step jobs
Regulatory & Verification Details
- Qualification Number (QN)
- 600/1684/X
- Regulated Status
- Available to learners
- Awarding Body
- Ascentis
- Qualification Type
- Other Vocational Qualification
- Operational Start
- Aug 2011