Learning Outcomes for the Focus Awards Level 1 Certificate in Customer Service (RQF)

Based on the provided study units, here are the learning outcomes for each unit within the Focus Awards Level 1 Certificate in Customer Service (RQF):

Mandatory Units

1. Understand Working in a Customer Service Environment
   Learning Outcomes:
   • Understand the key principles and expectations of working in a customer service environment.
   • Recognize the importance of delivering high-quality customer service.
   • Demonstrate awareness of how the customer service environment affects customer satisfaction and business success.
2. Communication in Customer Service
   Learning Outcomes:
   • Understand the different methods of communication in customer service, including verbal, non-verbal, and written communication.
   • Learn how to communicate effectively with customers to address their needs.
   • Demonstrate appropriate communication skills when dealing with customers face-to-face and over the phone.
3. Principles of Personal Performance and Development
   Learning Outcomes:
   • Understand the importance of personal development in the customer service industry.
   • Recognize how to set and achieve personal performance goals.
   • Learn how to assess and reflect on personal performance to improve efficiency and effectiveness in customer service roles.
4. Principles of Working in a Business Environment
   Learning Outcomes:
   • Understand the basic principles of working in a business environment.
   • Recognize how individual roles contribute to the overall success of a business.
   • Demonstrate understanding of organizational structures, policies, and procedures within a business context.
5. Work with Others in a Business Environment
   Learning Outcomes:
   • Understand the importance of teamwork in a business environment.
   • Learn how to collaborate effectively with colleagues and other stakeholders.
   • Develop the ability to contribute positively to a team’s objectives and goals.

Optional Group A Units

1. Record Details of Customer Service Problems
   Learning Outcomes:
   • Understand how to document customer service problems accurately.
   • Recognize the importance of clear and thorough record-keeping in resolving customer issues.
   • Demonstrate the ability to follow up on customer service issues based on the recorded details.
2. Deal with Customer Queries, Requests, and Problems
   Learning Outcomes:
   • Learn how to manage and respond to customer queries, requests, and problems efficiently.
   • Understand how to maintain customer satisfaction through effective problem-solving techniques.
   • Demonstrate the ability to handle customer issues professionally and in a timely manner.
3. Communicate with Customers in Writing
   Learning Outcomes:
   • Understand how to communicate with customers in writing, including emails, letters, and forms.
   • Learn the appropriate tone, structure, and style for written customer service communication.
   • Develop skills in responding to customer inquiries in a written format.
4. Deal with Incoming Telephone Calls from Customers
   Learning Outcomes:
   • Learn how to professionally handle incoming customer calls.
   • Understand how to gather relevant information and address customer queries over the phone.
   • Demonstrate the ability to communicate clearly and courteously over the telephone.
5. Make Telephone Calls to Customers
   Learning Outcomes:
   • Develop the ability to initiate and manage telephone calls with customers effectively.
   • Understand how to approach customers professionally over the phone.
   • Learn how to resolve customer inquiries and issues through telephone communication.
6. Process Information About Customers
   Learning Outcomes:
   • Understand how to collect and process information about customers.
   • Learn the importance of accurate and confidential handling of customer data.
   • Demonstrate the ability to use customer information to provide tailored service.

Optional Group B Units

1. Manage Time and Workload
   Learning Outcomes:
   • Understand the principles of time management in a business setting.
   • Learn techniques for managing workload effectively and prioritizing tasks.
   • Demonstrate the ability to stay organized and meet deadlines in a customer service environment.
2. Meet and Welcome Visitors in a Business Environment
   Learning Outcomes:
   • Learn how to greet and welcome visitors in a professional and courteous manner.
   • Understand the importance of first impressions in customer interactions.
   • Develop the skills to manage visitor inquiries and direct them appropriately.
3. Contribute to Sales Activities in a Contact Centre
   Learning Outcomes:
   • Understand how to contribute to sales activities within a contact center.
   • Learn how to handle customer inquiries with the goal of promoting products or services.
   • Develop the ability to upsell and cross-sell products/services effectively.
4. Use Specific Features of Contact Centre Systems and Technology
   Learning Outcomes:
   • Understand the use of technology and systems in a contact center environment.
   • Learn how to use contact center tools and features to improve customer service delivery.
   • Develop the ability to manage customer interactions using contact center technology.
5. Health and Safety Procedures in the Workplace
   Learning Outcomes:
   • Understand key health and safety procedures relevant to the workplace.
   • Learn how to identify and mitigate health and safety risks.
   • Demonstrate knowledge of safety protocols to ensure a safe working environment for yourself and customers.
6. Processing Sales Orders
   Learning Outcomes:
   • Understand how to process customer sales orders accurately.
   • Learn the steps involved in handling sales orders from start to finish.
   • Demonstrate the ability to manage order processing efficiently in a customer service environment.
7. Meeting Customers’ After-Sales Needs
   Learning Outcomes:
   • Learn how to manage and address customer needs after the sale.
   • Understand the importance of post-sale customer service in building long-term customer relationships.
   • Develop skills to handle after-sales inquiries and concerns effectively.