iCQ
Level 1
QN: 601/3738/1
Curriculum Active
iCQ Level 1 Certificate in Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 298 hours.
Qualification Level
Level 1
Awarding Body
iCQ
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
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
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 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
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
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
6
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.
7
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
8
Manage time and workload
Verified
Key Learning Objectives:
- Know how to manage their own time and workload
- Be able to manage time and workload
9
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
10
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
11
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
12
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
13
Process information about customers
Verified
Key Learning Objectives:
- Understand how to process customer information
- Be able to process customer information
14
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
15
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
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
17
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
18
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)
- 601/3738/1
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Sept 2014