A new qualification called an Award in Customer Service is now available from Quest. This sits at level 5 on the Scottish Qualifications Credit Framework. It involves completing 2 units – 

One mandatory - Give Customers a Positive Impression of Yourself and Your Organisation - U(H9XK04) 

 And then one from the list below.

• Deal with Customers Face to Face - U(H9XR04)  
• Deal with Customers in Writing or Electronically - U(H9XW04) 
• Deal with Incoming Telephone Calls from Customers - U(H9XT04) 
• Make Telephone Calls to Customers - U(H9XV04) 
• Deliver Reliable Customer Service - U(FE1V04) 
• Resolve Customer Service Problems - U(H9YD04)  
• Deal with Customers Using a Social Media Platform - U(H9Y004) 

Completing this qualification has a number of benefits:

For individuals:

Gain an accredited qualification in Customer Service which is vocational. 

This proves you are competent in customer service in a work environment.

Increased chance of gaining employment.

For Organisations:

Help develop your staff

Help volunteers gain an accredited qualification while working with you.

For SQA Centres:

SQA Centre you can offer this to your volunteers, staff, work experience workers, helping these people achieve a nationally recognised qualification

• It will be approved as an Individual Training Account programme, so learners could get £200 towards completion.

•  Quest will charge £350 + Vat for this qualification.

If you are already an SQA Centre and need support to introduce the Award we would also be delighted to help.

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