Unit Specification UNIT Skills for Customer Care (SCQF level 4) CODE F38W 10 SUMMARY This Unit may be delivered as part of a National Qualification Group Award or as a Unit. The Unit is intended for learners who wish to develop skills, knowledge and understanding of customer care. Learners will consider how to identify customers, their needs and how these needs can be met. Procedures for dealing with dissatisfied customers are also considered. The practical nature of this Unit allows learners to gain a real insight into customer care. OUTCOMES Explain the importance of customer care to an organisation. Establish the needs of external customers. Provide information to external customers. Respond to dissatisfied external customers in specified circumstances. RECOMMENDED While entry is at the discretion of the centre, learners would be expected to have good communication and interpersonal skills. CREDIT VALUE 1 credit at Intermediate 1 (6 SCQF credit points at SCQF level 4*). *SCQF credit points are used to allocate credit to qualifications in the Scottish Credit and Qualifications Framework (SCQF). Each qualification in the Framework is allocated a number of SCQF credit points at an SCQF level. There are 12 SCQF levels, ranging from Access 1 to Doctorates. CORE SKILLS There is no automatic certification of Core Skills in this Unit. Opportunities for developing aspects of Core Skills are highlighted in Guidance on Learning and Teaching Approaches for this Unit. Acceptable performance in this Unit will be the satisfactory achievement of the standards set out in this part of the Unit Specification. All sections of the statement of standards are mandatory and cannot be altered without reference to SQA. OUTCOME 1 Explain the importance of customer care to an organisation.
Unit Specification UNIT Skills for Customer Care (SCQF level 4) CODE F38W 10 SUMMARY This Unit may be delivered as part of a National Qualification Group Award or as a Unit. The Unit is intended for learners who wish to develop skills, knowledge and understanding of customer care. Learners will consider how to identify customers, their needs and how these needs can be met. Procedures for dealing with dissatisfied customers are also considered. The practical nature of this Unit allows learners to gain a real insight into customer care. OUTCOMES Explain the importance of customer care to an organisation. Establish the needs of external customers. Provide information to external customers. Respond to dissatisfied external customers in specified circumstances. RECOMMENDED While entry is at the discretion of the centre, learners would be expected to have good communication and interpersonal skills. CREDIT VALUE 1 credit at Intermediate 1 (6 SCQF credit points at SCQF level 4*). *SCQF credit points are used to allocate credit to qualifications in the Scottish Credit and Qualifications Framework (SCQF). Each qualification in the Framework is allocated a number of SCQF credit points at an SCQF level. There are 12 SCQF levels, ranging from Access 1 to Doctorates. CORE SKILLS There is no automatic certification of Core Skills in this Unit. Opportunities for developing aspects of Core Skills are highlighted in Guidance on Learning and Teaching Approaches for this Unit. Acceptable performance in this Unit will be the satisfactory achievement of the standards set out in this part of the Unit Specification. All sections of the statement of standards are mandatory and cannot be altered without reference to SQA. OUTCOME 1 Explain the importance of customer care to an organisation.
sds_skills_for_customer_care_tutor_pack_23-7-13.docx