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SVQ in Customer Service at SCQF Level 8
Unit code: CFACSA17SCQF level: 8Credit points: 10
Unit summaryStaff with high levels of responsibility for customer service have an important role to play as champions of excellent service within their organisations. They should also promote customer service to service partners without whom their organisation cannot deliver reliable and excellent customer service. They need to have a great deal of knowledge and expertise from which others can benefit.This unit is about acting as a champion – being constantly alert for issues that affect customer service, analysing these issues and their implications, challenging on behalf of the customer and passing on your knowledge and expertise to others.
Unit assessment requirementsThere are no specific assessment requirements for this unit. Please refer to the overall Skills CFA Assessment Strategy in Annexe A.
TerminologyResponsibility; excellent service; service partners; knowledge; champion; analyse; expertise; customer service; communication; problem solving; behaviours; work with others; team working
Assessment outcomes and standardsTo pass this unit, the candidate needs to demonstrate that they can meet all the assessment outcomes and standards for the unit. The standards outline the requirements the candidate is expected to meet to achieve the unit.
Knowledge and understanding
1
the processes for decision making within your organisation and who is involved
2
how to monitor developments within your organisation
3
how to use your influence and authority to affect decision making
4
the types of developments that are likely to affect customer service and how to analyse the implications for customer service
5
the importance of empathising with customers and how to represent their viewpoint in a constructive way
6
how to identify when others need advice and information on customer service issues
7
how to use different types of research to support your advice and information on customer service
8
how to apply your advice and information in practice
9
how to monitor the effect of your advice and information
Performance criteria
Promote the importance and benefits of customer service
explain the role of customer service within your organisation’s strategic and business plans
continuously monitor developments in your organisation in order to identify those important to customer service
analyse the implications of customer service developments in your organisation
question and challenge developments from the customer’s standpoint
use your influence to ensure that developments improve customer service
Provide advice and information on customer service issues
make it known that you can provide customer service advice and information
respond to requests for customer service advice and information
carry out any necessary research to enhance or verify the advice and information you are giving
communicate customer service advice and information effectively
10
help others to explore the implications of your advice and information for their own work and identify actions that the advice and information might prompt
11
monitor how effective your advice and information has been
12
review the way you collect information, formulate advice and communicate it to others
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