Focus Awards
Level 1
QN: 601/8686/0
Curriculum Active
Focus Awards Level 1 Certificate in Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by Focus Awards. Classified as a Other Vocational Qualification. Total guided learning hours: 298 hours.
Qualification Level
Level 1
Awarding Body
Focus Awards
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
Focus Awards Level 1 Certificate in Customer Service (RQF)
Make telephone calls to customers
Verified
Key Learning Objectives:
- Plan a telephone call to a customer by identifying the purpose and key points to cover.
- Prepare necessary information and materials before making a customer call.
- Make a telephone call to a customer using appropriate language and tone.
- Follow a structured approach during the call to ensure clarity and professionalism.
- Record the outcome of the call accurately and take any necessary follow-up actions.
2
Focus Awards Level 1 Certificate in Customer Service (RQF)
Contribute to sales activities in a contact centre
Verified
Key Learning Objectives:
- Identify sources of sales information relevant to contact centre operations
- Explain the importance of accurate sales information in a contact centre
- Apply questioning techniques to identify customer needs and sales opportunities
- Demonstrate effective communication skills when making a sales pitch
- Handle customer objections professionally during sales interactions
- Record sales information accurately in line with organisational procedures
- Follow legal and ethical guidelines when conducting sales activities
3
Focus Awards Level 1 Certificate in Customer Service (RQF)
Meeting customers’ after sales needs
Verified
Key Learning Objectives:
- Identify common after-sales needs of customers
- Apply appropriate procedures to handle after-sales requests
- Communicate effectively with customers during after-sales interactions
- Review the effectiveness of the after-sales process
- Suggest improvements to the after-sales process based on review
4
Focus Awards Level 1 Certificate in Customer Service (RQF)
Meet and welcome visitors in a business environment
Verified
Key Learning Objectives:
- Identify the key steps to follow when meeting and welcoming visitors in a business environment.
- Explain the importance of first impressions and professional conduct when meeting visitors.
- Demonstrate how to greet visitors in a polite and welcoming manner.
- Apply appropriate communication skills to identify visitor needs and provide suitable assistance.
- Follow organisational procedures for recording and directing visitors.
- Evaluate the effectiveness of own performance in meeting and welcoming visitors.
5
Focus Awards Level 1 Certificate in Customer Service (RQF)
Work with others in a business environment
Verified
Key Learning Objectives:
- Identify the benefits of effective teamwork in a business environment
- Describe the roles and responsibilities of individuals within a team
- Explain the importance of clear communication when working with others
- Demonstrate cooperative behavior when working towards shared goals
- Reflect on personal contribution to team activities
6
Focus Awards Level 1 Certificate in Customer Service (RQF)
Health and Safety Procedures in the Workplace
Verified
Key Learning Objectives:
- Identify common workplace hazards relevant to a customer service environment
- Explain the purpose of health and safety procedures in the workplace
- Describe the main health and safety responsibilities of employees and employers
- Apply safe working practices when carrying out tasks in a customer service role
- Report health and safety concerns using appropriate procedures
7
Focus Awards Level 1 Certificate in Customer Service (RQF)
Communication in customer service
Verified
Key Learning Objectives:
- Identify different methods of communication used in customer service
- Explain the importance of non-verbal communication in customer interactions
- Demonstrate effective verbal communication techniques when dealing with customers
- Apply active listening skills to understand customer needs
- Adapt communication style to suit different customer situations
- Recognise barriers to effective communication and how to overcome them
8
Focus Awards Level 1 Certificate in Customer Service (RQF)
Processing sales orders
Verified
Key Learning Objectives:
- Describe the steps involved in processing a sales order from receipt to dispatch.
- Identify the information required on a sales order and why accuracy is important.
- Explain the importance of following up on sales orders to ensure customer satisfaction.
- Process a sales order accurately using given customer and product information.
- Check sales orders for completeness and accuracy before processing.
- Follow up on a sales order to confirm dispatch and delivery.
- Communicate order status updates to customers in a professional manner.
9
Focus Awards Level 1 Certificate in Customer Service (RQF)
Manage time and workload
Verified
Key Learning Objectives:
- Identify techniques for managing own time and workload
- Explain the benefits of effective time management in a customer service role
- Apply time management techniques to plan and prioritise own workload
- Review and adjust own plan to meet changing priorities and deadlines
10
Focus Awards Level 1 Certificate in Customer Service (RQF)
Communicate with customers in writing
Verified
Key Learning Objectives:
- Identify the purpose and audience for written customer communication
- Plan the content and structure of written communication
- Select appropriate format and tone for written communication
- Draft clear and professional written communication
- Review written communication for accuracy and suitability
11
Focus Awards Level 1 Certificate in Customer Service (RQF)
Principles of working in a business environment
Verified
Key Learning Objectives:
- Identify the main purposes of different types of business organisations
- Describe the typical 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 importance of confidentiality and security in a business environment
12
Focus Awards Level 1 Certificate in Customer Service (RQF)
Use specific features of contact centre systems and technology
Verified
Key Learning Objectives:
- Understand contact centre systems and technology, Be able to use contact centre systems and technology to carry out customer contact tasks
13
Focus Awards Level 1 Certificate in Customer Service (RQF)
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
14
Focus Awards Level 1 Certificate in Customer Service (RQF)
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information, Be able to process customer information
15
Focus Awards Level 1 Certificate in Customer Service (RQF)
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
16
Focus Awards Level 1 Certificate in Customer Service (RQF)
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
17
Focus Awards Level 1 Certificate in Customer Service (RQF)
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
18
Focus Awards Level 1 Certificate in Customer Service (RQF)
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)
- 601/8686/0
- Regulated Status
- Available to learners
- Awarding Body
- Focus Awards
- Qualification Type
- Other Vocational Qualification
- Operational Start
- May 2016