Find the course that's right for you at SCE Enterprise

The aim of this programme is to demonstrate that candidates are competent in their job role in line with occupational standards.  These standards are agreed by employers and other training professionals to reflect key workplace activities and therefore specify what a competent practitioner should be able to do in any particular job role.

Mandatory units (all units should be completed)

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

  Optional Units:

Candidates must achieve five of the following Units:

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone
• Deliver reliable customer service
• Deliver customer service on your customers' premises
• Recognise diversity when delivering customer service
• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems
• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

There is no written test or examination with an occupational standard or vocational qualification.  The qualification is achieved through an assessment of the individual's ability to do his or her job to the required standard.  The candidate is required to present evidence of competence taken from their everyday job.  The assessment is carried out by a qualified assessor who is experienced in the same area of work.

There are no specific entry requirements although it is preferrable for candidates to be employed in a role which involves some form of customer service remit.