Highfield
Level 1
QN: 603/4351/5
Curriculum Active
Highfield Level 1 Award in Work-Related Studies for the Customer Service Sector (RQF)
Official qualification regulated by Ofqual, awarded by Highfield. Classified as a Vocationally-Related Qualification. Total guided learning hours: 296 hours.
Qualification Level
Level 1
Awarding Body
Highfield
Syllabus Units
13 Units
Guided Hours
296 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Awareness of Equality and Diversity
Verified
Key Learning Objectives:
- Understand definitions that are important regarding equality and diversity
- Know legislation and regulations used in Equality and Diversity
- Understand why Equality and Diversity is key in organisations
2
Communication Methods
Verified
Key Learning Objectives:
- Understand different methods of communication and how to support customer service
- Understand different communication models
- Understand ways to communicate effectively with customers over the internet
- Understand ways to communicate effectively with customer face-to-face and over the phone
3
Complaint Resolution
Verified
Key Learning Objectives:
- Understand the differences between handling and resolving complaints
- Understand how to deal with complaints on social media
- Know the signs of complaint intensification and methods of avoidance
- Know the skills, attributes and techniques that can be used to re
- solve complaints
4
Creating First Impressions
Verified
Key Learning Objectives:
- Understand the factors that can influence a customers’ first impressions
- Know how you can create a positive first impression
5
Customer Feedback
Verified
Key Learning Objectives:
- Know why collecting feedback is important
- Understand how customer feedback can be used
- Know how customer feedback can influence future planning
6
Expectations of working in a customer service role
Verified
Key Learning Objectives:
- Understand the importance of punctuality and time keeping
- Know the correct way to dress and present themselves
- Understand the impact and importance of shift patterns
7
Legislation and Regulation in the Customer Service Environment
Verified
Key Learning Objectives:
- Know the legislation and regulations that are relevant to a customer service environment
- Know how legislation and regulations impact customer service
8
Listening Techniques
Verified
Key Learning Objectives:
- Understand active listening
- Know how to listen to customers effectively
9
Making Conversation and Building Rapport
Verified
Key Learning Objectives:
- Understand the importance of building rapport with customer
- Know ways to build rapport
- Know how to use suitable questioning techniques when making conversation
10
Personal Development within Customer Service
Verified
Key Learning Objectives:
- Know the ways to gather feedback on own performance
- Know learning activities that can develop own ability
- Understand the benefits of developing own skills and knowledge in customer service
11
Standardised Approach to Customer Service
Verified
Key Learning Objectives:
- Understand the benefits of having set standards in customer service
- Understand why expectations have to be set in a customer service environment
12
Teamwork in Customer Service
Verified
Key Learning Objectives:
- Know why working with others in a team is important
- Understand how to support the work of a team
13
Use of online and digital software and systems
Verified
Key Learning Objectives:
- Know how to safely use systems
- Understand the uses of Social Media
- Know how to communicate by email and online chat facilities
Regulatory & Verification Details
- Qualification Number (QN)
- 603/4351/5
- Regulated Status
- Available to learners
- Awarding Body
- Highfield
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Apr 2019