National Progression Award in Customer Service at SCQF level 4

National Progression Award in Customer Service at SCQF level 4

This National Progression Award (NPA) covers the skills and knowledge needed for working in the customer service sector.

 It develops:

  • basic practical communication skills — including how to deal with customer complaints
  • an understanding of roles and structures within organisations
  • knowledge of how to use social media to deliver customer service
  • 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.

 

Why study this qualification

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 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 the importance of clear communication with customers and of the structure and roles which exist within organisations to provide customer service.

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: GP84 44 (18 SCQF credit points)

SCQF level: 4

This National Progression Award consists of three mandatory units (18 SCQF credit points).

The mandatory units are:

  • Communication Skills for Customer Service (J2GA 44)
  • Social Media for Customer Service (J2GG 44) and
  • Customer Service: Product and Service Requirements (J2GD 44)

See the group award specification (465 KB) for more information on these mandatory units.

Access

Entry is at the discretion of the school, college or training provider.

Unit search

Qualification structure

Group award codes: GP84 44 (18 SCQF credit points)

SCQF level: 4

This National Progression Award consists of three mandatory units (18 SCQF credit points).

The mandatory units are:

  • Communication Skills for Customer Service (J2GA 44)
  • Social Media for Customer Service (J2GG 44) and
  • Customer Service: Product and Service Requirements (J2GD 44)

See the group award specification (465 KB) for more information on these mandatory units.

Access

Entry is at the discretion of the school, college or training provider.

Unit search

How to assess

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.

Deliver this qualification