Skills for Work: Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg Pearson.
Customer service is a Pearson Skills for Work unit about good customer service in work contexts such as retail, hospitality and public services, and the communication skills to put it into practice and deal with problems. It is one 20 hour unit that learners combine with others into a Pearson Skills for Work Award, Certificate or Diploma, achieved at one level from Entry 1 to Level 2. Literacy is the heart of the unit: learners name and explain customer service skills, Level 2 learners explain principles using linking words, and every level speaks and listens to customers in a role play or real activity. Numeracy demand is low, as no criterion asks for any calculation.
- Corff dyfarnu
- Pearson
- Lefel
- Entry Level 1 to Level 2
- Oriau dysgu dan arweiniad
- 20
- Addysgu gyntaf
- Medi 2027
- Faint o waith llythrennedd
- Uchel
- Faint o waith rhifedd
- Isel
- Manyleb
- Agor y fanyleb
Sut mae'r uned hon yn cael ei hasesu
- Entry Level (Entry 1, Entry 2, Entry 3): One assessment criterion at each of Entry 1, Entry 2 and Entry 3: list familiar examples, outline basic skills, or identify simple skills and their purpose, and take part in a customer service activity, from a simple supported activity at Entry 1 to contributing to a role play or real activity at Entry 3. There are no mandatory evidence requirements; the centre sets and marks the assessment and Pearson quality assures it through standards verification. 20 guided learning hours.
- Level 1 and Level 2: One assessment criterion at each of Level 1 and Level 2: describe the importance of customer service in at least two work contexts and demonstrate at least three appropriate skills in practical situations (Level 1), or explain its principles across at least three contexts and deliver effective customer service, adapting to different situations and customer needs (Level 2). The centre sets and marks the assessment and Pearson quality assures it through standards verification. 20 guided learning hours.
Sgiliau sy'n defnyddio Cynllunio a threfnu ar gyfer gwahanol ddibenion, cynulleidfaoedd a chyd-destunau
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Describing why customer service matters in different contexts
Level 1 learners describe the importance of customer service in at least two contexts, such as retail, hospitality or public services, giving a clear account with relevant detail. This is required by the Level 1 assessment criterion.
Llythrennedd: Cynllunio a threfnu ar gyfer gwahanol ddibenion, cynulleidfaoedd a chyd-destunau
Paratoi disgyblion
- Blwyddyn 7
- Pupils write a short paragraph describing good service they received in a shop or café and why it made them want to go back.
- Blwyddyn 8
- Pupils write two paragraphs describing why customer service matters in a supermarket and at a doctor's reception, with one example for each.
- Blwyddyn 9
- Pupils write a structured account of customer service in retail, hospitality and a public service, describing what good service looks like and why it matters in each.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Unit SfW 12, assessment criterion Level 1, page 63; Essential information for assessment decisions, Level 1, page 64
“describe the importance of customer service in least two different contexts, such as retail, hospitality, or public services”
Cam cynnydd 3
Rwy'n gallu ysgrifennu disgrifiad cynhwysfawr o bwnc, thema neu safbwynt.
Rwy'n gallu defnyddio ac addasu gwahanol strwythurau yn fy ngwaith ysgrifennu, e.e. adroddiad ar ddigwyddiad, ymchwiliad neu arbrawf.
Cam cynnydd 4
Rwy'n gallu addasu fy arddull ysgrifennu, gan ddewis a defnyddio'r strwythurau gorau ar gyfer gwahanol gyd-destunau a dibenion, e.e. i ddisgrifio, esbonio, darbwyllo, trafod yn llwyddiannus.
Rwy'n gallu defnyddio crynodebau, trafod materion, rhoi esboniadau manwl a defnyddio rhesymeg wrth ymdrin â phwnc.
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Explaining customer service principles with linking words
Level 2 learners explain customer service principles across at least three different contexts, and the guidance says they do so using linking words such as this means that and this results in. This is required by the Level 2 assessment criterion and can be written or spoken.
Llythrennedd: Cysyllteiriau a chystrawen, Cynllunio a threfnu ar gyfer gwahanol ddibenion, cynulleidfaoedd a chyd-destunau
Paratoi disgyblion
- Blwyddyn 7
- Pupils complete sentences that begin When staff smile at customers, this means that, choosing an ending from a word bank.
- Blwyddyn 8
- Pupils write a paragraph explaining one customer service rule, such as listening carefully, using at least three linking phrases like as a result and this leads to.
- Blwyddyn 9
- Pupils write an explanation of three customer service principles in different workplaces, linking cause and effect in each paragraph and connecting the paragraphs.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Unit SfW 12, assessment criterion Level 2, page 63; Essential information for assessment decisions, Level 2, page 64
“can explain, by using words that link such as 'this means that', 'this results in'”
Cam cynnydd 3
Rwy'n gallu defnyddio amrywiaeth gynyddol o gysyllteiriau i drefnu fy syniadau mewn brawddegau, paragraffau a thestunau cyfan.
Rwy'n gallu defnyddio paragraffau a gwneud cysylltiadau rhyngddyn nhw.
Cam cynnydd 4
Rwy'n gallu defnyddio amrywiaeth o gysyllteiriau'n benodol wrth drefnu fy syniadau yn destunau cyfan at wahanol ddibenion.
Rwy'n gallu defnyddio crynodebau, trafod materion, rhoi esboniadau manwl a defnyddio rhesymeg wrth ymdrin â phwnc.
Da gwybod
- The unit is Unit SfW 12 and the unit summary lists it at 20 GLH (Unit summary, page 5), the same size as the WJEC Customer service unit.
- A unit counts once: "Learners can only achieve each unit once, at a single level" (Rules of Combination, page 6).
- The Level 2 guidance names a specific literacy feature: learners explain "by using words that link such as 'this means that', 'this results in' etc." (Essential information for assessment decisions, page 64).
- Spoken performance needs a record: "achievement cannot be inferred from performance", and evidence can include "observation records, witness testimony, and products of learners' work" (Assessment requirements, page 9).
- Pearson maps the unit to Languages, Literacy and Communication: "Expressing ourselves through languages is key to communication" (Statements of 'what matters' mapping, page 66).
- Pearson's Annexe C lists "income, profit" as numeracy links (page 120), but no assessment criterion asks for any number work, so numeracy is not mapped here.
- AI must be acknowledged: "If AI is used, the final submission must be in the learner's own words and reflect their own effort" (page 65).
- The Level 1 guidance contains a slip, "in least two different contexts" (page 64), which should read at least.
Cysylltiadau â chymwysterau eraill
Compared with the WJEC Customer service unit, which is also 20 GLH and rated high for literacy, Pearson's version has one assessment criterion per level and no separate criteria on teamwork or complaints, but asks Level 2 learners to explain principles with linking words across three contexts and to adapt to different customers. Speaking, listening and explaining in a work setting build the skills of GCSE English Language and Literature, and role play links with GCSE Drama. The unit links closely with the WJEC VCSE and Foundation in Retail and Customer Service, and Pearson's contexts of hospitality and public services link it to the WJEC VCSE in Hospitality and Catering and the VCSE in Public Services. GCSE Business covers why customer service matters.
Ffynhonnell: Pearson Entry Level 1 to Level 2 Skills for Work Award, Certificate and Diploma Qualifications specification, Issue 1, August 2026, Unit SfW 12: Customer service.