BIIAB
Level 1
QN: 601/6789/0
Curriculum Active
BIIAB Level 1 Award In Customer Service
Official qualification regulated by Ofqual, awarded by BIIAB. Classified as a Vocationally-Related Qualification. Total guided learning hours: 145 hours.
Qualification Level
Level 1
Awarding Body
BIIAB
Syllabus Units
8 Units
Guided Hours
145 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
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
2
Communication in customer service
Verified
Key Learning Objectives:
- Know how to communicate in a customer service role
- Be able to communicate with customers
3
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
4
Deal with customer queries, requests and problems
Verified
Key Learning Objectives:
- Know how to deal with customer queries, requests and problems
- Be able to deal with customers’ queries and requests
- Be able to deal with customers’ problems
5
Employee rights and responsibilities
Verified
Key Learning Objectives:
- Understand the role of organisations and industries
- Understand employers’ expectations and employees’ rights and obligations
6
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
7
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
8
Understand working in a customer service environment
Verified
Key Learning Objectives:
- Know the importance of customer service
- Know the factors affecting customer service
- Know how to work in a customer service role
- Know how to refer customer queries and problems to others
Regulatory & Verification Details
- Qualification Number (QN)
- 601/6789/0
- Regulated Status
- Available to learners
- Awarding Body
- BIIAB
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Oct 2015