Ascentis Level 1 Certificate for Introduction to Customer Service

Qualification Overview

Customer Service is not a discrete sector, but its key skills relate to a wide variety of sector areas. The Certificate for Introduction to Customer Service provides an introduction to the knowledge, skills and behaviours needed in order to provide effective customer service in a range of sectors; it also gives learners the core knowledge and awareness of key legislation for working within customer service.

There are several features of this qualification that makes it very appropriate for its target learners:

• Unit certification is available for each of the units
• Assessment is through the building up of a portfolio of evidence, allowing flexibility in terms of the learner putting together evidence most appropriate to their learning situation
• A flexible optional structure that allows learners and tutors to choose learning that is relevant to their specific needs
• An ability to combine units with units at a higher level to promote learner progression
• Verification and certification can be offered throughout the year, allowing maximum flexibility for centres

Aims

The aims of this qualification are:

• To provide learners with an overview of customer service
• To promote the gaining of work-related skills and knowledge in customer service
• To prepare learners for further training within their chosen occupational area/s
• To give learners an insight into the needs of customer service within their chosen occupational area/s.

Target Group

This qualification is aimed at young people aged 14+ and adult learners who have an interest in a range of careers where customer service is important.

Assessment

All units are internally assessed through the learner building up a portfolio of evidence that covers the relevant assessment criteria, internally assessed and verified by the centre and then externally verified by Ascentis.