Customer Service at SCQF Level 6

CUSTOMER SERVICE AT SCQF LEVEL 6

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

Investigate the theory and application of communication in relation to customer service.
Create a customer service policy.
Social Media for Customer Service

Investigate the use of social media to deliver customer service.
Evaluate the use of advanced technology to deliver customer service through social media.
Evaluate the ways in which organisations can measure the effectiveness of customer service through social media.
Customer Service : Product & Service Requirements

Analyse the range of products and/or services offered by an organisation.
Explain how customer needs can be met and exceeded in an organisation.
Evaluate the quality of customer service.