GL0D 23 SVQ 3 Customer Service at SCQF level 6

To attain the qualification candidates must complete 7 Units in total. This comprises:

 2 mandatory Units
 5 optional Units

– Minimum of one Unit from Group B
– Minimum of one Unit from Group C
– Minimum of one Unit from Group D
– Minimum of one Unit from Group E

– One further Unit can be selected from any of the Groups B, C, D, and E
– A maximum of two Optional Units can be selected from the Optional Units at SCQF
level 7 and/or 8

Please note the table below shows the SSC identification codes listed alongside the
corresponding SQA Unit codes. It is important that the SQA Unit codes are used in all your
recording documentation and when your results are communicated to SQA.

Mandatory Units: Candidates must complete 2 Units from this group

SQA code SSC code Title SCQF level SCQF credits
H9YY 04 CFACSF3 Show understanding of customer service 7 6
HA00 04 CFACSF4 Show understanding of the rules that impact on improvements in customer
service 6 6

Optional Units B: Candidates must complete 1 Unit from this group

SQA code SSC code Title SCQF level SCQF credits
H9XW 04 CFACSA13 Deal with customers in writing or electronically 6 6
H9XX 04 CFACSA14 Use customer service as a competitive tool 7 8
FE2X 04 CFACSA15 Organise the promotion of additional services or products to customers 6 7
H9XY 04 CFACSA16 Build a customer service knowledge base 7 7

Optional Units C: Candidates must complete 1 Unit from this group

SQA code SSC code Title SCQF level SCQF credits
H9Y4 04 CFACSB9 Deliver customer service using service partnerships 6 6
FE31 04 CFACSB10 Organise the delivery of reliable customer service 6 6
H9Y5 04 CFACSB11 Improve the customer relationship 6 7
H9Y9 04 CFACSB17 Deliver customer service in an environmentally friendly and sustainable
way 5 3

Optional Units D: Candidates must complete 1 Unit from this group
SQA code SSC code Title SCQF level SCQF credits
H9YF 04 CFACSC5 Monitor and solve customer service problems 6 6
FE2F 04 CFACSC6 Apply risk assessment to customer service 7 10
H9YG 04 CFACSC7 Process customer service complaints 7 6

Optional Units E: Candidates must complete 1 Unit from this group
SQA code SSC code Title SCQF level SCQF credits
FE36 04 CFACSD8 Work with others to improve customer service 6 8
H9YM 04 CFACSD9 Promote continuous improvement 7 7
FE39 04 CFACSD10 Develop your own and others’ customer service skills 6 8
FE3A 04 CFACSD11 Lead a team to improve customer service 7 7
H9YN 04 CFACSD12 Gather, analyse and interpret customer feedback 7 10
FE3D 04 CFACSD13 Monitor the quality of customer service transactions 6 7
FE3R 04 CFACSD14 Implement quality improvements to customer service 8 10
FE3T 04 CFACSD15 Plan and Organise the Development of Customer Service Staff 8 9
FE3V 04 CFACSD16 Develop a Customer Service Strategy for a Part of an Organisation 8 11
H9YP 04 CFACSD17 Manage a customer service award programme 8 7
H9YR 04 CFACSD18 Apply technology or other resources to improve customer service 8 11

FE3Y 04 CFACSD19 Review and re-engineer customer service processes 8 11
FE40 04 CFACSD20 Manage Customer Service Performance 7 7
H9YT 04 CFACSD21 Analyse and report on the content of customer service feedback posted on
social media 6 4
H9YV 04 CFACSD22 Develop a customer service network through social media platforms 7 5