Customer service pathway
The Customer Service Pathway is suitable for learners who have not previously considered this vocational area. The aim is to introduce learners to the idea of customer service and to help them think about the importance of communication skills, especially listening, in this area. The ideas and activities are set in a variety of customer service contexts, including retail and hospitality, and telephone contact is also illustrated. The Pathway is designed to help people consider the skills needed for a career in customer service, and to think about how this might be applicable in their own situation. The activities help the learner to achieve Unit 3 of the Institute for Customer Service NVQ Level 1 qualification, and this could be used as a basis for continuing with the qualification as a whole.
About the qualification
The Institute for Customer Service NVQ level 1 is aimed at individuals who are about to embark on a career in customer service. It is suitable for all age groups: for those thinking of entering employment for the first time, for those who have just started a job that is customer-focused, and for those who are about to change their career path. This level gives a foundation to future progression in a customer service career.
Unit 3 of the Qualification : Performance Criteria and Mapping Mapping to the Adult Literacy and Key Skills Standards
Unit 3: Communicate Effectively with customers |
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Code |
Performance criteria |
Core curriculum |
Key Skills: Communication |
3.1.1 |
Listen actively to what customers are saying |
SLlr/L1.3 Use strategies to clarify and confirm understanding (e.g. facial expressions, body language and verbal |
C.1.1 Listen carefully and respond appropriately to what others say |
3.1.2 |
Identify the most important things that customers are saying to you |
SLlr/L1.1 Listen for and identify relevant information from explanations and presentations on a range of straightforward topics |
C1.1 Listen carefully and respond appropriately to what others say |
3.1.3 |
Respond appropriately to what customers are telling you |
SLlr/L1.4 Provide feedback and confirmation when listening to others SLc/L1.1 Speak clearly in a way that suits the situation SLlr/L1. 5 Make contributions relevant to the situation and the subject |
C.1.1 Listen carefully and respond appropriately to what others say Say things that suit the purpose of the discussion Judge when to speak and how much to say |
3.1.4 |
Check that you understand what customers are telling you and make sure that it is really what they mean |
SLlr/L1.3 Use strategies to clarify and confirm understanding (e.g. facial expressions, body language and verbal prompts) |
C.1.1 Listen carefully and respond appropriately to what others say Say things that suit the purpose of the discussion Use body language to support what you are saying and show that you are listening |
3.1.5 |
Summarise information for customers |
SLlr/L1.4 Provide feedback and confirmation when listening to others |
C.1.1 Listen carefully and respond appropriately to what others say Judge when to speak and how much to say Speak clearly in ways that suit the situation |
3.1.6 |
Explain in a way that is clear and does not cause offence when you cannot help a customer |
SLc/L1.3 Express clearly statements of fact, explanations, instructions, accounts and descriptions |
C.1.1 Judge when to speak and how much to say Speak clearly in ways that suit the situation |
3.1.7 |
Use appropriate body language when communicating with customers |
SLlr/L1.3 Use strategies to clarify and confirm understanding (e.g. facial expressions, body language and verbal prompts) |
C.1.1 Use body language to support what you are saying and show that you are listening |
3.1.8 |
Deal with customers in a respectful, helpful and professional way at all times |
SLlr/L1. 5 Make contributions relevant to the situation and the subject |
C.1.1 Use body language to support what you are saying and show that you are listening Speak clearly in ways that suit the situation |
3.1.9 |
Help to give good customer service by passing on messages to colleagues |
SLc/L1.3 Express clearly statements of fact, explanations, instructions, accounts and descriptions |
C.1.1 Listen carefully and respond appropriately to what others say Judge when to speak and how much to say Speak clearly in ways that suit the situation |
Initial assessment
This qualification is at Level 1. To ensure that learners have the required skill level to access the materials, they should be assessed. This can be done via the Move On web site or by an alternative standard form of initial assessment.
