The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is an excellent starting point for individuals interested in building a career in customer service. This Ofqual-regulated qualification is globally recognized and offers a solid foundation for those new to the customer service sector. Whether you’re looking to enter the workforce, formalize your existing skills, or enhance your employability, this qualification provides the key knowledge and skills necessary for success.
The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is designed to provide a fundamental understanding of customer service principles. It introduces learners to the world of customer service, ensuring that they are equipped to handle customer interactions in a variety of environments. This RQF-accredited qualification is recognized both within the UK and internationally, providing you with skills that are relevant across industries.
The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is an excellent starting point for anyone interested in pursuing a career in customer service. With its Ofqual-regulated status, global recognition, and practical focus on developing essential customer service skills, this qualification provides learners with a solid foundation that can lead to increased career opportunities and personal growth. Whether you’re entering the workforce for the first time or looking to formalize your existing skills, this qualification can help you succeed in the customer service industry.
Start your journey in customer service today by enrolling in the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)!
Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) qualification, learners must complete the two mandatory units achieving 4 credits and a minimum of 9 credits from the optional units.
| Sr# | Unit Title | Credit | GLH |
|---|---|---|---|
| 1 | Communication and proLegislation, regulation and procedures to follow in customer service fessional relationships with children, young people and adults | 2 | 20 |
| 2 | Introduction to customer service | 2 | 20 |
Optional:
| Sr# | Unit Title | Credit | GLH |
|---|---|---|---|
| 1 | The importance of appearance and behaviour in customer service | 2 | 15 |
| 2 | Understand how to deal with queries and requests | 3 | 20 |
| 3 | Communicate customers’ problems with others | 2 | 18 |
| 4 | The customer service job role | 2 | 20 |
| 5 | Handling telephone calls from customers | 2 | 18 |
| 6 | Communicate effectively with customers | 2 | 18 |
| 7 | Effective relationships with customers and colleagues | 2 | 20 |
| 8 | Working in a customer focused way | 2 | 16 |
| 9 | Create a good impression to customers | 2 | 18 |
| 10 | Apply legislation, regulation and organisational procedures for customer service | 3 | 24 |
| 11 | Deal with queries and requests | 3 | 22 |
| 12 | Record and communicate customer problems | 2 | 18 |
| 13 | Working in customer service | 2 | 18 |
| 14 | Contribute to sales activities in a contact centre | 2 | 18 |
| 15 | Answer telephone calls from customers | 2 | 18 |
| 16 | Positive communication with customers | 2 | 20 |
| 17 | Contribute to effective customer service | 2 | 20 |
| 18 | The customer service experience | 2 | 20 |
| 19 | Work in a customer-friendly way | 2 | 18 |
| 20 | Understanding the principles and practices of internally assuring the quality of assessment | 6 | 45 |
| 21 | Internally assure the quality of assessment | 6 | 45 |
GLH (Guided Learning Hours) and TQT (Total Qualification Time) are terms commonly used in vocational qualifications to help define the amount of time a learner is expected to spend on their studies.
1. GLH (Guided Learning Hours)
GLH refers to the number of hours a learner spends being directly taught, supervised, or supported during their course. This includes the time spent in activities such as:
- Classroom instruction
- Practical workshops
- One-on-one tutoring or mentoring sessions
- Online learning sessions with tutor support
In other words, GLH represents the time that learners are actively engaged with their instructors or learning activities.
2. TQT (Total Qualification Time)
TQT represents the total amount of time a learner is expected to invest in completing a qualification, including:
- GLH (Guided Learning Hours): Time spent on direct learning, as explained above.
- Self-Directed Learning: This includes time spent on independent study, research, assignment completion, preparation for exams, and any other work the learner does outside of direct teaching hours.
TQT is a broader measure that includes all the time required to achieve the qualification. It helps learners and employers understand the overall commitment required for the qualification.
Key Differences Between GLH and TQT:
- GLH focuses on direct learning with guidance or supervision.
- TQT includes GLH as well as independent study time and other learning-related activities.
Example:
If a qualification has a TQT of 600 hours and a GLH of 250 hours, it means the learner should spend 250 hours in direct learning (classroom, online, or tutor-led sessions) and 350 hours on independent study or research.
Learning Outcomes for Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
Based on the study units provided, the Learning Outcomes of the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) will enable learners to achieve the following key competencies:
1. Legislation, Regulation, and Procedures to Follow in Customer Service
- Understand the importance of adhering to legislation, regulations, and organizational procedures when providing customer service.
- Be able to apply legal and organizational standards to ensure compliance in customer service interactions.
2. Introduction to Customer Service
- Gain a foundational understanding of what customer service is and its significance in a business environment.
- Identify the basic principles and key practices that define effective customer service.
3. The Importance of Appearance and Behavior in Customer Service (Optional Unit)
- Recognize the role of professional appearance and conduct in creating a positive impression on customers.
- Learn the expectations of behavior and presentation within customer service roles.
4. Understand How to Deal with Queries and Requests (Optional Unit)
- Develop the skills to manage and respond to customer queries and requests in a professional and efficient manner.
- Understand the importance of addressing customer concerns in a timely and appropriate way.
5. Communicate Customers’ Problems with Others (Optional Unit)
- Understand the process of effectively communicating customer issues to relevant colleagues or departments.
- Learn how to relay customer problems clearly and professionally to ensure resolution.
6. The Customer Service Job Role (Optional Unit)
- Understand the key responsibilities and duties involved in a customer service role.
- Gain insight into how the customer service role fits within the broader organizational structure.
7. Handling Telephone Calls from Customers (Optional Unit)
- Learn the correct protocols and techniques for handling customer telephone calls.
- Understand how to address customer needs and queries via phone in a clear, courteous, and effective manner.
8. Communicate Effectively with Customers (Optional Unit)
- Develop communication skills to interact with customers in a clear and respectful way.
- Learn the importance of active listening and clear articulation when interacting with customers.
9. Effective Relationships with Customers and Colleagues (Optional Unit)
- Understand the significance of building strong working relationships with both customers and colleagues.
- Learn how to collaborate effectively within a team while maintaining excellent customer service.
10. Working in a Customer-Focused Way (Optional Unit)
- Learn how to prioritize customer needs and work in a way that is centered around customer satisfaction.
- Develop skills to ensure that customer service remains the focal point of your work tasks.
11. Create a Good Impression to Customers (Optional Unit)
- Understand how to create a positive first impression through customer service interactions.
- Learn strategies to maintain a professional demeanor and leave a lasting positive impression on customers.
12. Apply Legislation, Regulation, and Organizational Procedures for Customer Service (Optional Unit)
- Demonstrate the ability to apply relevant legislation, regulations, and internal organizational procedures to customer service tasks.
- Ensure compliance in all customer service dealings, protecting both the customer and the organization.
13. Deal with Queries and Requests (Optional Unit)
- Gain practical skills in handling a variety of customer queries and requests with professionalism and efficiency.
- Learn how to ensure the appropriate resolution of customer requests.
14. Record and Communicate Customer Problems (Optional Unit)
- Learn the process of accurately recording customer issues and communicating them within the organization for resolution.
- Understand the importance of documentation and clear communication for problem-solving.
15. Working in Customer Service (Optional Unit)
- Understand the demands and expectations of working in the customer service industry.
- Learn about customer service standards and how to meet or exceed them in day-to-day activities.
16. Contribute to Sales Activities in a Contact Centre (Optional Unit)
- Learn how to effectively support sales initiatives within a contact center environment.
- Understand the basics of upselling, cross-selling, and meeting sales targets while maintaining excellent customer service.
17. Answer Telephone Calls from Customers (Optional Unit)
- Develop skills in answering customer phone calls, addressing their needs efficiently, and following proper procedures.
- Learn how to ensure customers’ issues are resolved during telephone conversations.
18. Positive Communication with Customers (Optional Unit)
- Learn how to communicate positively with customers, ensuring they feel valued and respected.
- Understand the impact of tone, language, and approach on customer satisfaction.
19. Contribute to Effective Customer Service (Optional Unit)
- Understand your role in contributing to the overall customer service experience.
- Develop skills in ensuring customer service interactions are positive and effective.
20. The Customer Service Experience (Optional Unit)
- Gain a comprehensive understanding of what constitutes the customer service experience.
- Learn how to enhance the overall experience for customers through personalized service.
21. Work in a Customer-Friendly Way (Optional Unit)
- Understand the importance of being approachable, friendly, and accommodating in all customer service interactions.
- Learn techniques to create a welcoming and positive environment for customers.
22. Understanding the Principles and Practices of Internally Assuring the Quality of Assessment (Optional Unit)
- Learn about the principles and practices involved in ensuring the quality and integrity of assessments within customer service training programs.
- Develop the ability to evaluate and assure the quality of customer service training programs.
Benefits of the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) offers a wide range of benefits for individuals looking to enter the customer service industry. Whether you’re starting your career, looking to formalize your skills, or aiming to enhance your employability, this qualification provides essential value. Here are some of the key benefits:
1. Ofqual Regulated and Globally Recognized Qualification
- This Ofqual-regulated qualification is widely recognized both within the UK and internationally, ensuring that the skills and knowledge you acquire are valued across various industries and regions.
- As a globally accepted qualification, it enhances your chances of gaining employment not only in the UK but in international markets as well.
2. Ideal for Beginners and Career Starters
- Designed specifically for those who are new to the customer service field, this entry-level qualification provides a comprehensive introduction to customer service.
- Perfect for school leavers, college graduates, or anyone transitioning into a new career, it provides you with the foundational knowledge needed to succeed in customer-facing roles.
3. Provides Essential Customer Service Skills
- The course covers key areas such as effective communication, handling customer queries, professional behavior, and customer-focused work practices. These core customer service skills are crucial in any industry where customer interaction is a central part of the business.
- By the end of the course, you’ll have a clear understanding of how to handle customer service tasks professionally and effectively.
4. Improves Employability and Career Opportunities
- Completing this qualification can significantly boost your employability. Employers are always looking for candidates who have formal qualifications and who are equipped with relevant skills.
- It can serve as a stepping stone into various customer service roles in industries such as retail, hospitality, healthcare, finance, and more. Additionally, it helps you build a strong foundation for future career advancement.
5. Flexible, Assignment-Based Learning
- The assignment-based learning format allows you to study at your own pace, making it ideal for individuals with busy schedules or those balancing work and study.
- This flexibility means that you can learn in a way that suits your personal life, without the need for rigid schedules or attending regular classes.
6. Develops Personal and Professional Growth
- The course helps learners improve their personal performance by focusing on skills such as communication, working as part of a team, and handling customer inquiries with professionalism.
- It also fosters personal development, encouraging learners to improve their confidence and interpersonal skills, which are essential in customer service roles.
7. Pathway for Further Qualifications
- Upon completing the Entry Level Certificate, learners can progress to more advanced qualifications, such as the Level 2 Certificate in Customer Service (RQF), which offers a deeper understanding of customer service practices.
- This progression route enables you to continue developing your skills and move into more senior customer service or management roles in the future.
8. Enhances Understanding of Legal and Organizational Standards
- The course includes important topics related to legislation and regulations that govern customer service practices. This helps you understand the standards required for maintaining professionalism and ensuring compliance in customer interactions.
- Learning how to apply these standards ensures that you are prepared to handle customer service tasks with an ethical and legal approach.
9. Helps Improve Customer Relationships
- One of the most significant benefits of this qualification is its focus on building strong relationships with customers. You’ll learn how to effectively manage customer inquiries, complaints, and requests, ensuring that you can maintain positive relationships and improve customer satisfaction.
- The skills you acquire will not only help in handling customer interactions but will also contribute to a customer-centric culture in any organization.
10. Learn in a Supportive Environment
- During your study, you’ll be supported by experienced instructors and a network of learners, all contributing to a positive and enriching learning experience.
- Whether you choose to learn in a classroom or online, you will have access to a range of resources and guidance to ensure your success.
Best Fit for the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
The Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF) is designed for individuals who are starting their journey in customer service or looking to formalize their knowledge and skills in this field. The best fit for this course includes:
1. School Leavers and College Graduates
- Ideal for individuals who have recently completed their secondary education and are looking to build a strong foundation in customer service.
- This qualification provides an entry point into the workforce and helps young people gain the skills needed to excel in customer-facing roles across various industries.
2. Career Changers
- Perfect for individuals seeking a career change to the customer service industry. Whether transitioning from another field or just starting their professional journey, this course helps develop the essential skills required for success in customer service roles.
- If you’re looking to move into sectors like retail, hospitality, or contact centers, this course will equip you with the knowledge and practical skills needed to thrive.
3. Entry-Level Job Seekers
- This qualification is a great option for those looking to enter the job market with a solid understanding of customer service basics. The assignment-based learning makes it ideal for those who want to gain skills without a large time commitment.
- It will make you a more attractive candidate to employers who are looking for candidates with customer service experience and a clear understanding of industry standards.
4. Individuals Looking to Improve Existing Customer Service Skills
- If you are already working in customer service but want to enhance your knowledge and qualifications, this course offers the perfect opportunity to formalize and improve your skills.
- Whether you’re an employee looking to enhance your professional development or an individual seeking recognition for existing customer service experience, this qualification can boost your confidence and career prospects.
5. Individuals with Limited or No Formal Qualifications
- For those who haven’t pursued higher education or professional qualifications, this entry-level qualification serves as a stepping stone to more advanced certifications.
- It is designed to give individuals a comprehensive introduction to the key principles and practices of customer service, making it accessible even to those without prior experience.
6. Employers Seeking to Train New Staff
- Employers who are looking to upskill their workforce in customer service can use this qualification to provide new recruits with essential training.
- HR managers and training coordinators can benefit by ensuring that their team has a foundational understanding of customer service processes, which will help to enhance customer satisfaction and improve overall service quality.
7. Individuals Seeking to Improve Communication and Interpersonal Skills
- If you want to improve your ability to interact effectively with people, whether face-to-face, over the phone, or through written communication, this course will help you develop strong communication and interpersonal skills.
- It will help you build relationships with customers and colleagues alike, enhancing both personal and professional interactions.
Entry Requirements
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Qualification Process
Qualification Process for the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
- Self-Assessment:
Begin by evaluating your eligibility to ensure you meet the qualification requirements, including work experience, knowledge, and language proficiency. - Registration:
Complete your registration by submitting the required documents, including a scanned copy of a valid ID, and paying the registration fee. - Induction:
An assessor will conduct an induction to confirm your eligibility for the course and explain the evidence requirements. If you do not meet the criteria, your registration will be canceled, and the fee will be refunded. - Assignmnets & Evidence Submission:
Provide all assignmnets and the necessary evidence based on the assessment criteria outlined in the course. If you are unsure of the required evidence, consult with the assessor for guidance on the type and nature of evidence needed. - Feedback and Revision:
The assessor will review your submitted evidence and provide feedback. Evidence that meets the criteria will be marked as “Criteria Met,” while any gaps will be identified. You will be asked to revise and resubmit if needed. - Competence Evidence:
Submit final evidence demonstrating that all learning outcomes have been met. This evidence will be marked as “Criteria Met” by the assessor once it is satisfactory. - Internal Quality Assurance (IQA):
The Internal Quality Assurance Verifier (IQA) will review your evidence to ensure consistency, quality, and compliance with standards. - External Verification:
The IQA will submit your portfolio to Focus Award External Quality Assurance Verifiers (EQA) for final confirmation. The EQA may contact you directly to verify the authenticity of your evidence. - Certification:
Upon successful completion of all checks, FOCUS AWARD will issue your official certificate, confirming that you have attained the Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF).
