This National Progression Award (NPA) covers the skills and knowledge needed for working in the customer service sector.
It develops:
advanced practical communication skills and an understanding of the theory of communication
an understanding of how customer needs can be met and exceeded, how advanced technology can be used to deliver customer service through social media, and how to engage with customers using social media
employability skills
Customer service impacts on all occupational sectors. Employees working in hotels, retail outlets, travel organisations, beauty therapy, hairdressing, sports centres, local authorities or voluntary organisations all require effective customer service skills and knowledge.
The unit-based structure of this NPA supports flexibility for centres, and provides opportunities to work in partnership with employers.
This qualification is available through schools, colleges and training providers.
This NPA can be delivered as part of general course provision, as a free-standing qualification or as part of a full-time course in conjunction with other NPAs and free-standing units.
Qualification structure
Group award codes: GP86 46 (18 SCQF credit points)
SCQF level: 6
This National Progression Award consists of three mandatory units (18 SCQF credit points).
The mandatory units are:
Communication Skills for Customer Service (J2GC 46)
Social Media for Customer Service (J2GL 46) and
Customer Service: Product and Service Requirements (J2GF 46)
Assessment will be a combination of practical and knowledge-based assessments under open-book conditions. See the assessment and evidence requirements for each unit.
Assessment support packs will be available for these units.
This NPA in Customer Service is designed for a wide range of learners, including:
learners who are at school or who have just left school
mature candidates who wish to develop or update their customer service skills
employees who want to develop their careers
Customer service impacts on many areas of work. If you work in a hotel, shop, travel agent, hairdressing or beauty salon, sports centre or local authority you will need effective customer service skills and knowledge.
During this NPA in Customer Service, you will gain advanced skills in engaging with customers, both face-to-face and through social media, and an understanding of the product and service requirements essential to customer care.
You will also develop an understanding of how customer needs can be met and exceeded and of how advanced technology can be used to deliver customer service through social media.
Access
Entry is at the discretion of the school, college or training provider.
Employment and progression
You could use this National Progression Award to enhance your employment opportunities, or apply your skills to further study.
Qualification structure
Group award codes: GP86 46 (18 SCQF credit points)
SCQF level: 6
This National Progression Award consists of three mandatory units (18 SCQF credit points).
The mandatory units are:
Communication Skills for Customer Service (J2GC 46)
Social Media for Customer Service (J2GL 46) and
Customer Service: Product and Service Requirements (J2GF 46)
