Customer Service

In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. This qualification helps employees working in contact centres, customer service or customer relations role. It is aimed at employees with little or no experience, or those looking to progress to roles with more responsibility.

To achieve this qualification, candidates must complete 2 mandatory units plus 5 optional units with a minimum of 1 unit from Optional Groups B, C, D and E.  1 further unit must be selected from any of the optional unit groups.

 

 

Full details of the qualification can be found on the SQA or EAL Website as appropriate using the following link :

Full details of the Modern Apprenticeship framework can be found on the Skills Development Scotland Website using this link :

Qualification SVQ
SVQ Level 2
SCQF Level 5
Course Code GLOF 22
Mandatory Units

Candidates must complete the following 2 Units:

H9YW 04 4 SCQF Credits Communicate in a customer service environment
H9YX 04 4 SCQF Credits Deliver customer service within the rules
Optional Units

Group B:

H9XJ 04 5 SCQF Credits Communicate effectively with customers
H9XK 04 5 SCQF Credits Give customers a positive impression of yourself and your organisation
H9XL 04 6 SCQF Credits Promote additional services or products to customers
FE25 04 5 SCQF Credits Process information about customers
H9XM 04 6 SCQF Credits Live up to the brand promise when delivering customer service
H9XN 04 6 SCQF Credits Make customer service personal
H9XP 04 6 SCQF Credits Go the extra mile in customer service
H9XR 04 5 SCQF Credits Deal with customers face to face
H9XT 04 5 SCQF Credits Deal with incoming telephone calls from customers
H9XV 04 6 SCQF Credits Make telephone calls to customers
H9Y0 04 3 SCQF Credits Deal with customers using a social media platform

 

Optional Units

Group C:

FE1V 04 5 SCQF Credits Deliver reliable customer service
FE1W 04 5 SCQF Credits Deliver customer service on your customer’s premises
FE1X 04 5 SCQF Credits Recognise diversity when delivering customer service
F943 04 8 SCQF Credits Deal with customers across a language divide
H9Y1 04 4 SCQF Credits Use questioning techniques when delivering customer service
H9Y2 04 5 SCQF Credits Deal with customers using bespoke software
H9Y3 04 4 SCQF Credits Maintain customer service through effective handover
H9Y9 04 3 SCQF Credits Deliver customer service in an environmentally friendly and sustainable way

 

Optional Units

Group D:

H9YD 04 6 SCQF Credits Resolve customer service problems
H9YE 04 6 SCQF Credits Deliver customer service to challenging customers
H9YF 04 6 SCQF Credits Monitor and solve customer service problems
FE2F 04 10 SCQF Credits Apply risk assessment to customer services
H9YG 04 6 SCQF Credits Process customer service complaints

 

Optional Units

Group E:

H9YJ 04 6 SCQF Credits Develop customer relationships
FE2J 04 5 SCQF Credits Support customer service improvements
FE2K 04 6 SCQF Credits Develop personal performance through delivering customer service
H9KY 04 5 SCQF Credits Support customers using on-line customer services
FE2M 04 5 SCQF Credits Buddy a colleague to develop their customer service skills
H9YL 04 6 SCQF Credits Develop your own customer service skills through individual learning
FE2P 04 5 SCQF Credits Support customers using self-service technology
Career Skills Units
Restricted Combinations
Font Resize
SVQ in Customer Service SCQF Level 5 (GLOF 22)