Active IQ

This qualification recognises learners within a customer service environment. This qualification is based on the ICS National Occupational Standards at Level 3 and recognises occupational competence at this level. This qualification incorporates a choice of optional units which will enable learners to tailor the qualification to meet their needs.

Qualification structure and credit value

The learner must achieve 12 credits from the Mandatory Units
A further 30 credits must be achieved by completing a minimum of one unit from each Optional Group
A minimum of 22 credits must be at Level 3 or above

All learners must successfully achieve 12 credits from the following mandatory units:

• Demonstrate understanding of customer service (K/601/1622) this unit is worth 6 credits
• Demonstrate understanding of the rules that impact on improvements in customer service (J/601/1627) this unit is worth 6 credits

Optional Units

Learners must achieve a further 30 credits by completing a minimum of one unit from each of the following optional groups:

Impression and Image

• Communicate effectively with customers (R/601/1212) this unit is worth 5 credits
• Give customers a positive impression of yourself and your organisation (L/601/0933) this unit is worth 5 credits
• Promote additional services or products to customers (D/601/0936) this unit is worth 6 credits
• Process information about customers (H/601/1215) this unit is worth 5 credits
• Live up to the customer service promise (M/601/1217) this unit is worth 6 credits
• Make customer service personal (T/601/1218) this unit is worth 6 credits
• Go the extra mile in customer service (M/601/1220) this unit is worth 6 credits
• Deal with customers face to face (T/601/1221) this unit is worth 5 credits
• Deal with incoming telephone calls from customers (F/601/1223) this unit is worth 5 credits
• Make telephone calls to customers (J/601/1224) this unit is worth 6 credits
• Deal with customers in writing or electronically (R/601/1226) this unit is worth 6 credits
• Use customer service as a competitive tool (D/601/1228) this unit is worth 8 credits
• Organise the promotion of additional services or products to customers (D/601/1231) this unit is worth 7 credits
• Build a customer service knowledge set (K/601/1233) this unit is worth 7 credits
• Champion customer service (T/601/1235) this unit is worth 10 credits
• Make customer service environmentally friendly and sustainable (F/601/1237) this unit is worth 11 credits

Delivery

• Do your job in a customer-friendly way (A/601/1205) this unit is worth 5 credits
• Deliver reliable customer service (J/601/1210) this unit is worth 5 credits
• Deliver customer service on your customer’s premises Y/601/1213) this unit is worth 5 credits
• Recognise diversity when delivering customer service (K/601/1216) this unit is worth 5 credits
• Deal with customers across a language divide (A/601/1219) this unit is worth 8 credits
• Use questioning techniques when delivering customer service 9A/601/1222) this unit is worth 4 credits
• Deal with customers using bespoke software (L/601/1225) this unit is worth 5 credits
• Maintain customer service through effective hand over (Y/601/1227) this unit is worth 4 credits
• Deliver customer service using service partnerships (H/601/1229) this unit is worth 6 credits
• Organise the delivery of reliable customer service (Y/601/1230) this unit is worth 6 credits
• Improve the customer relationship (H/601/1232) this unit is worth 7 credits
• Maintain and develop a healthy and safe customer service environment (M/601/1234) this unit is worth 8 credits
• Plan, organise and control customer service operations (A/601/1236) this unit is worth 10 credits
• Review the quality of customer service (J/601/1238) this unit is worth 8 credits
• Build and maintain effective customer relations (L/601/1239) this unit is worth 8 credits
• Deliver seamless customer service with a team (F/601/1240) this unit is worth 8 credits

Handling Problems

• Resolve customer service problems (M/601/1511) this unit is worth 6 credits
• Deliver customer service to difficult customers (T/601/1512) this unit is worth 6 credits
• Monitor and solve customer service problems (J/601/1515) this unit is worth 6 credits
• Apply risk assessment to customer service (D/601/1519) this unit is worth 10 credits
• Process customer service complaints (D/601/1522) this unit is worth 6 credits

Handle referred customer complaints

• Handle referred customer complaints (K/601/1524) this unit is worth 10 credits

Development and Improvement

• Develop customer relationships (T/601/1526) this unit is worth 6 credits
• Support customer service improvements (A/601/1530) this unit is worth 5 credits
• Develop personal performance through delivering customer service (R/601/1534) this unit is worth 6 credits
• Support customers using on-line customer services (H/601/1540) this unit is worth 5 credits
• Buddy a colleague to develop their customer service skills (M/601/1542) this unit is worth 5 credits
• Develop your own customer service skills through self-study (R/601/1548) this unit is worth 6 credits
• Support customers using self-service technology (Y/601/1549) this unit is worth 5 credits
• Work with others to improve customer service (D/601/1553) this unit is worth 8 credits
• Promote continuous improvement (H/601/1554) this unit is worth 7 credits
• Develop your own and others’ customer service skills (K/601/1555) this unit is worth 8 credits
• Lead a team to improve customer service (H/601/1568) this unit is worth 7 credits
• Gather, analyse and interpret customer feedback (H/601/1571) this unit is worth 10 credits
• Monitor the quality of customer service transactions (T/601/1574) this unit is worth 7 credits
• Implement quality improvements to customer service (L/601/1578) this unit is worth 10 credits
• Plan and organise the development of customer service staff (L/601/1581) this unit is worth 9 credits
• Develop a customer service strategy for a part of an organisation (M/601/1587) this unit is worth 11credits
• Manage a customer service award programme (A/601/1592) this unit is worth 7 credits
• Apply technology or other resources to improve customer service (Y/601/1597) this unit is worth 11 credits
• Review and re-engineer customer service processes (R/601/1601) this unit is worth 11 credits
• Manage customer service performance (K/601/1605) this unit is worth 7 credits

Assessment

Internally assessed:

• Portfolio of evidence
• Practical demonstration / Assignment
• Coursework