VTCT Skills
Level 1
QN: 601/4881/0
Curriculum Active
VTCT Skills Level 1 Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by VTCT Skills. Classified as a Other Vocational Qualification. Total guided learning hours: 298 hours.
Qualification Level
Level 1
Awarding Body
VTCT Skills
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
VTCT Skills Level 1 Certificate in Customer Service
Manage time and workload
Verified
Key Learning Objectives:
- Identify common time management challenges in a customer service setting
- Describe simple prioritisation techniques such as urgency and importance analysis
- Demonstrate the ability to plan daily tasks using basic scheduling tools
- Apply strategies to minimise distractions and interruptions during work
- Evaluate the effectiveness of own time management practices in a simulated or real customer service scenario
19
VTCT Skills Level 1 Certificate in Customer Service
Communication in customer service
Verified
Key Learning Objectives:
- Identify key verbal and non-verbal communication methods used in customer service.
- Describe the importance of active listening when communicating with customers.
- Demonstrate appropriate tone and language for a customer service interaction.
- Outline techniques for handling common customer queries effectively.
- Explain how to adapt communication style to meet different customer needs.
20
VTCT Skills Level 1 Certificate in Customer Service
Communicate with customers in writing
Verified
Key Learning Objectives:
- Identify different types of written communications used in customer service
- Describe the purpose and audience of a written communication
- Plan the content and structure of a written response to a customer query
- Draft a written communication using appropriate language and tone
- Review and amend written communications to correct errors and improve clarity
21
VTCT Skills Level 1 Certificate in Customer Service
Meet and welcome visitors in a business environment
Verified
Key Learning Objectives:
- Identify the key steps to prepare for meeting visitors in a business environment.
- Explain the importance of a professional and welcoming first impression.
- Demonstrate appropriate verbal and non-verbal communication when greeting visitors.
- Apply organisational procedures for recording and managing visitor arrivals.
- Evaluate the effectiveness of different greeting techniques in a business context.
22
VTCT Skills Level 1 Certificate in Customer Service
Meeting customers’ after sales needs
Verified
Key Learning Objectives:
- Investigate customer after-sales needs using appropriate methods
- Handle customers' after-sales needs effectively
- Review the after-sales process to identify improvements
23
VTCT Skills Level 1 Certificate in Customer Service
Processing sales orders
Verified
Key Learning Objectives:
- Describe the steps involved in processing a sales order from receipt to dispatch.
- Explain the importance of accurate data entry when processing sales orders.
- Demonstrate how to process a sales order using a given system or procedure.
- Explain the purpose of following up sales orders with customers.
- Demonstrate how to follow up a sales order with a customer, including confirming delivery and resolving issues.
- Evaluate the impact of effective order processing on customer satisfaction.
24
VTCT Skills Level 1 Certificate in Customer Service
Understand working in a customer service environment
Verified
Key Learning Objectives:
- Explain the importance of customer service to an organisation
- Identify factors that affect customer service
- Describe the role and responsibilities of a customer service operative
- Explain how to refer customer queries and problems to others
25
VTCT Skills Level 1 Certificate in Customer Service
Record details of customer service problems
Verified
Key Learning Objectives:
- Identify the types of information needed when recording a customer problem
- Explain the importance of accurate and complete recording of customer problems
- Demonstrate how to gather details from customers who raise problems
- Record customer problem details using appropriate formats
- Refer customer problem details to the appropriate colleague
- Confirm that referred details have been received and understood
26
VTCT Skills Level 1 Certificate in Customer Service
Principles of personal performance and development
Verified
Key Learning Objectives:
- Identify the main statutory rights of employees in the UK
- Describe the typical expectations employers have of their staff
- Explain how to prioritise and plan own work to meet deadlines
- Apply techniques for managing time and workload effectively
- Evaluate methods for improving personal performance and development
27
VTCT Skills Level 1 Certificate in Customer Service
Principles of working in a business environment
Verified
Key Learning Objectives:
- Describe the purpose and different types of business organisations.
- Explain the main functional areas within a business organisation and their interdependencies.
- Identify ways to contribute to environmental sustainability in a business environment.
- Explain how to support equality and diversity within an organisation.
- Describe the requirements for maintaining confidentiality and security of information in a business environment.
- Evaluate the importance of adhering to confidentiality and security policies in a business environment.
28
VTCT Skills Level 1 Certificate in Customer Service
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- Explain the importance of professional telephone communication in customer service.
- Demonstrate how to establish the purpose of an incoming customer call.
- Apply active listening and questioning techniques to clarify customer needs.
- Respond appropriately to customer questions and requests.
- Follow organisational procedures for handling incoming calls.
- Record accurate details of customer interactions as required.
29
VTCT Skills 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
30
VTCT Skills 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
31
VTCT Skills Level 1 Certificate in Customer Service
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
32
VTCT Skills 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
33
VTCT Skills 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
34
VTCT Skills 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
35
VTCT Skills Level 1 Certificate in Customer Service
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.
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)
- 601/4881/0
- Regulated Status
- Available to learners
- Awarding Body
- VTCT Skills
- Qualification Type
- Other Vocational Qualification
- Operational Start
- Jan 2015