Customer Service at SCQF Level 5

CUSTOMER SERVICE AT SCQF LEVEL 5

About this NPA:

This National Progression Award (NPA) covers the skills and knowledge needed for working effectively within a customer facing role. Customer service impacts on all occupational sectors. Employees working in offices, GP practices, opticians, visitor attractions, call centres, hotels, retail outlets, travel organisations, beauty therapy, hairdressing, sports centres, local authorities or voluntary organisations all require effective customer service skills and knowledge.

This qualification takes 4 months to complete.

This NPA is awarded by SQA and consists of three mandatory units, however these units can also be delivered as “stand alone units”.

Mandatory units:

Communication Skills for Customer Service

Evaluate an organisation's communication strategy.
Engage with customers using a variety of communication methods.
Deal with a complex customer complaint.
Social Media for Customer Service

Evaluate the different types of social media platform that can be used to deliver customer service.
Explain the importance of a social media policy to an organisation.
Explain the ways in which organisations can measure the effectiveness of customer service.
Customer Service : Product & Service Requirements

Describe the structure of an organisation and the roles within it.
Investigate a range of products and/or services offered by an organisation.
Provide information and advice to customers on an organisation’s products and/or services.