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SVQ: Customer Services

If you work in customer or related services and are looking to improve your working practice by developing skills, knowledge and understanding of customer services in the workplace, this course is for you.

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Certification:

SCQF Level 6

Duration:

  • Work based
  • 12 -18 Months
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Who is this course for?

  • This qualification is for you if you are in a customer facing, internal or external, role.

What qualifications will I gain?

  • Customer Services - SVQ

What will I learn on the course?

  • You can undertake this qualification in your own workplace or you can use the college facilities on a day release basis for the purpose of gaining knowledge and for the authentication of work based evidence. As this course is predominantly work based it has no fixed length and it is possible to start the course at any point in the year. The flexibility of the course also means you can fit training around your work commitments and personal lifestyle.
  • The national standards for this award are set by the Institute of Customer Service and are accredited by SQA who award the certificate. The prime source of evidence must be provided your own workplace. The qualification is delivered as part of a continuous course with access at any time throughout the year. You will create a portfolio of evidence to prove that they have appropriate knowledge and understanding to carry out your job competently in the work place.


The SVQ framework is made up of 7 units. Two mandatory core units and five optional units. The mandatory units cover the following areas:

  • H9YY 04 - Show Understanding of Customer Service
  • HA00 04 - Show Understanding of the Rules that Impact on Improvements in Customer Service
  • The five optional units can also be chosen, from a selection of units, to reflect the work you do in your own job.
  • The qualification can be tailored to meet individuals' and employers' needs

Application Information

What further course options are available?

  • This SVQ course will provide you with an opportunity to develop and improve competence in a customer service environment and will result in an up-to-date qualification and so enhance career progression in this field.

How will this help my career?

  • This SVQ provides you with a nationally recognised qualification, demonstrating competence in your role, gained whilst working on-the-job.

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