BIIAB
Level 1
QN: 601/3733/2
Curriculum Active
BIIAB Level 1 Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by BIIAB. Classified as a Vocationally-Related Qualification. Total guided learning hours: 298 hours.
Qualification Level
Level 1
Awarding Body
BIIAB
Syllabus Units
18 Units
Guided Hours
298 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
BIIAB Level 1 Certificate in Customer Service
Communicate with customers in writing
Verified
Key Learning Objectives:
- Understand how to communicate with customers in writing, Be able to plan written communications to customers, Be able to communicate with customers in writing
2
BIIAB Level 1 Certificate in Customer Service
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information, Be able to process customer information
3
BIIAB Level 1 Certificate in Customer Service
Make telephone calls to customers
Verified
Key Learning Objectives:
- Understand how to make telephone calls to customers, Be able to plan telephone calls to customers, Be able to make telephone calls to customers
4
BIIAB Level 1 Certificate in Customer Service
Communication in customer service
Verified
Key Learning Objectives:
- Describe the key components of effective verbal communication in a customer service role.
- Explain the importance of non-verbal communication when interacting with customers face-to-face.
- Demonstrate active listening skills when responding to customer inquiries.
- Apply appropriate questioning techniques to clarify customer needs.
- Adapt communication style to meet the needs of diverse customers.
- Use professional telephone etiquette when handling customer calls.
5
BIIAB Level 1 Certificate in Customer Service
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Identify common workplace hazards in a customer service environment.
- Describe the correct procedure for reporting a health and safety incident.
- Demonstrate safe manual handling techniques when moving objects.
- Follow fire evacuation procedures in the event of an alarm.
- State the importance of personal protective equipment (PPE) in specific tasks.
6
BIIAB Level 1 Certificate in Customer Service
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- Demonstrate a professional greeting and opening when answering incoming calls
- Use active listening and appropriate questioning techniques to establish the caller's purpose
- Respond accurately and politely to common customer questions and requests
- Accurately record and relay messages when the call cannot be resolved immediately
- Handle a simple customer complaint or challenging situation in a calm and empathetic manner
7
BIIAB Level 1 Certificate in Customer Service
Meet and welcome visitors in a business environment
Verified
Key Learning Objectives:
- Identify the key steps in meeting and welcoming visitors in a business environment
- Explain the importance of first impressions when meeting visitors
- Describe the organisational procedures for receiving visitors
- Demonstrate how to meet and welcome visitors in a business environment
- Apply appropriate communication skills when welcoming visitors
- Respond to visitor needs and queries in a professional manner
8
BIIAB Level 1 Certificate in Customer Service
Principles of working in a business environment
Verified
Key Learning Objectives:
- Identify the purpose and different types of business organisations
- Describe the main structures of business organisations
- Explain how an individual can contribute to environmental sustainability in the workplace
- Describe ways to support equality and diversity in an organisation
- Explain the requirements for maintaining confidentiality and security in a business environment
9
BIIAB Level 1 Certificate in Customer Service
Work with others in a business environment
Verified
Key Learning Objectives:
- Outline the benefits of effective teamwork in a business environment
- Describe different methods of communication used when working with others
- Identify the main roles within a team and their contributions
- Demonstrate how to follow instructions and seek clarification appropriately
- Explain how to deal with disagreements or conflicts respectfully
- Show awareness of the importance of health and safety when working with others
10
BIIAB Level 1 Certificate in Customer Service
Meeting customers’ after sales needs
Verified
Key Learning Objectives:
- Identify common types of after-sales customer needs
- Describe methods for investigating after-sales needs
- Demonstrate appropriate communication when handling after-sales queries
- Apply active listening skills to resolve customer issues
- Outline the steps for reviewing the after-sales process
- Review own performance in meeting after-sales needs
11
BIIAB Level 1 Certificate in Customer Service
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
12
BIIAB Level 1 Certificate in Customer Service
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
13
BIIAB Level 1 Certificate in Customer Service
Use specific features of contact centre systems and technology
Verified
Key Learning Objectives:
- Be able to use contact centre systems and technology to carry out customer contact tasks, Understand contact centre systems and technology
14
BIIAB Level 1 Certificate in Customer Service
Principles of personal performance and development
Verified
Key Learning Objectives:
- Know employees’ rights and employers’ expectations, Know how to manage their own work, Know ways of managing and improving personal performance and development
15
BIIAB Level 1 Certificate in Customer Service
Record details of customer service problems
Verified
Key Learning Objectives:
- Know how to process details of customers’ problems, Be able to gather and record details from customers who raise problems, Be able to refer details of customers’ problems to colleagues
16
BIIAB Level 1 Certificate in Customer Service
Manage time and workload
Verified
Key Learning Objectives:
- Know how to manage their own time and workload, Be able to manage time and workload
17
BIIAB Level 1 Certificate in Customer Service
Contribute to sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to gather and use specified sales information in a contact centre, Be able to make direct sales to customers through a contact centre, Understand sales activities in a contact centre
18
BIIAB Level 1 Certificate in Customer Service
Processing sales orders
Verified
Key Learning Objectives:
- Identify the key stages in processing a sales order.
- Demonstrate how to accurately complete a sales order form.
- Describe the importance of verifying order details before submission.
- Explain the role of follow-up activities in customer service.
- Carry out a follow-up communication to confirm order progress.
19
Communicate with customers in writing
Verified
Key Learning Objectives:
- Understand how to communicate with customers in writing
- Be able to plan written communications to customers
- Be able to communicate with customers in writing
20
Communication in customer service
Verified
Key Learning Objectives:
- Know how to communicate in a customer service role
- Be able to communicate with customers
21
Contribute to sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to gather and use specified sales information in a contact centre
- Be able to make direct sales to customers through a contact centre
- Understand sales activities in a contact centre
22
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
23
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- Understand how to deal with incoming customer calls
- Be able to establish the purpose of incoming customer calls
- Be able to deal with customer questions and requests
24
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Know health and safety procedures in the workplace.
- Be able to carry out tasks with regard to health and safety in the workplace.
25
Make telephone calls to customers
Verified
Key Learning Objectives:
- Understand how to make telephone calls to customers
- Be able to plan telephone calls to customers
- Be able to make telephone calls to customers
26
Manage time and workload
Verified
Key Learning Objectives:
- Know how to manage their own time and workload
- Be able to manage time and workload
27
Meet and welcome visitors in a business environment
Verified
Key Learning Objectives:
- Know how to meet visitors in a business environment
- Be able to meet visitors in a business environment
28
Meeting customers’ after sales needs
Verified
Key Learning Objectives:
- Be able to investigate customer after sales needs
- Be able to handle customers’ after sales needs
- Be able to review the after sales process
29
Principles of personal performance and development
Verified
Key Learning Objectives:
- Know employees’ rights and employers’ expectations
- Know how to manage their own work
- Know ways of managing and improving personal performance and development
30
Principles of working in a business environment
Verified
Key Learning Objectives:
- Know the purpose and structure of business organisations
- Know how to contribute to environmental sustainability within an organisation
- Know how to support equality and diversity within an organisation
- Know the requirements of confidentiality and security in an organisation
31
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information
- Be able to process customer information
32
Processing sales orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders
- Be able to process sales orders
- Be able to follow up sales order processing
33
Record details of customer service problems
Verified
Key Learning Objectives:
- Know how to process details of customers’ problems
- Be able to gather and record details from customers who raise problems
- Be able to refer details of customers’ problems to colleagues
34
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
35
Use specific features of contact centre systems and technology
Verified
Key Learning Objectives:
- Be able to use contact centre systems and technology to carry out customer contact tasks
- Understand contact centre systems and technology
36
Work with others in a business environment
Verified
Key Learning Objectives:
- Know how to work with others in a business environment
- Be able to work with others in a business environment
Regulatory & Verification Details
- Qualification Number (QN)
- 601/3733/2
- Regulated Status
- Available to learners
- Awarding Body
- BIIAB
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Sept 2014