Skills for Work: Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg CBAC.
Customer service is a 20 hour Skills for Work unit, from Entry 1 to Level 2, about good customer service, its benefits to a business, communicating with customers and teamwork. It is one unit that learners combine with other 10 or 20 hour units into a Skills for Work, or Skills for Life and Work, Award, Certificate or Diploma. Literacy is the heart of the unit: learners explain and discuss customer service, show verbal and non-verbal communication in role play, adapt their style to different customers, handle complaints at Level 2 and read case studies. Numeracy demand is low, as no criterion asks for any calculation or data.
- Corff dyfarnu
- CBAC
- 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
- Pecyn uned
- Agor y pecyn cyflwyno ac asesu
Sut mae'r uned hon yn cael ei hasesu
- Entry Level (Entry 1, Entry 2, Entry 3): Three learning outcomes (know what good customer service is, communicate with customers, work as part of a team to provide customer service), with separate assessment criteria at Entry 1, Entry 2 and Entry 3. Evidence goes in a portfolio, internally assessed by the centre and externally quality assured by WJEC. 20 guided learning hours.
- Level 1 and Level 2: Three learning outcomes (understand how to deliver excellent customer service, communicate effectively with customers in various scenarios including complaints, understand the importance of teamwork), with separate assessment criteria at Level 1 and Level 2. Evidence goes in a portfolio, internally assessed by the centre and externally quality assured by WJEC. 20 guided learning hours.
Sgiliau sy'n defnyddio Siarad cydweithredol
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Using verbal and non-verbal communication with customers
Learners recognise effective and ineffective communication at Entry 1 and Entry 2, demonstrate it at Entry 3, give examples of verbal and non-verbal communication at Level 1, and at Level 2 demonstrate communication skills including handling a customer complaint. Demonstrations are required by the assessment criteria and are usually observed in role play.
Llythrennedd: Eglurder a geirfa, Siarad cydweithredol, Diben
Paratoi disgyblion
- Blwyddyn 7
- Pupils sort photo cards of body language, such as smiling, eye contact and frowning, into welcoming and unwelcoming, then greet a partner playing a customer.
- Blwyddyn 8
- Pupils role play a customer returning a broken item, practising a calm tone of voice, positive words and nodding to show they are listening.
- Blwyddyn 9
- Pupils role play handling an angry customer's complaint at a sports centre desk, staying polite and using empathy, then get feedback from an observer on their tone and language.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Entry Level, learning outcome 2, page 5; Level 1 and Level 2, learning outcome 2, assessment criteria 2.1 and 2.2, page 7; Amplification of LO2, page 11
“Demonstrate two examples of communication skills when engaging with customers, including handling customer complaints”
Cam cynnydd 3
Rwy’n gallu siarad yn glir, gan adnabod yr iaith briodol ar gyfer gwahanol gynulleidfaoedd a dibenion, a chan amrywio fy mynegiant, geirfa, tôn ac ystumiau i ennyn diddordeb y gynulleidfa.
Rwyf wedi cael profiad o siarad â gwahanol bobl mewn amrywiaeth o gyd-destunau dilys.
Cam cynnydd 4
Rwy’n gallu siarad yn glir, gan ddewis ac addasu fy iaith yn briodol ar gyfer ystod o gynulleidfaoedd a dibenion, a chan gyfleu ystyr yn effeithiol i’r gynulleidfa.
Rwy'n gallu trefnu'r hyn sy'n cael ei ddweud yn effeithiol er mwyn ymateb i adwaith gwrandawyr drwy addasu'r hyn rwy'n ei ddweud a'r ffordd rwy'n ei ddweud.
Rwyf wedi cael profiad o siarad â gwahanol bobl mewn amrywiaeth o gyd-destunau dilys.
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Explaining how teamwork supports customer service
Learners point out strong teamwork at Entry 1, describe a time they worked in a team at Entry 3, explain why teamwork matters at Level 1, and at Level 2 discuss how teamwork contributes and identify two team roles and how each contributes. These are required by the assessment criteria.
Llythrennedd: Cynllunio a threfnu ar gyfer gwahanol ddibenion, cynulleidfaoedd a chyd-destunau, Siarad cydweithredol
Paratoi disgyblion
- Blwyddyn 7
- Pupils describe in a few sentences a time they worked in a team in PE or a class project and what their job was.
- Blwyddyn 8
- Pupils look at a picture of a busy shop and discuss in groups how the cashier, shelf stacker and manager help each other serve customers.
- Blwyddyn 9
- Pupils write a short report on two roles in a cinema or leisure centre team, such as front-line staff and a supervisor, and how each helps give excellent service.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Entry Level, learning outcome 3, page 6; Level 1 and Level 2, learning outcome 3, assessment criteria 3.1 to 3.3, page 8; Amplification of LO3, pages 11 and 12
“Discuss how teamwork contributes to the delivery of excellent customer service”
Cam cynnydd 3
Rwy'n gallu defnyddio ac addasu gwahanol strwythurau yn fy ngwaith ysgrifennu, e.e. adroddiad ar ddigwyddiad, ymchwiliad neu arbrawf.
Rwy'n gallu cyfrannu at drafodaeth grŵp mewn rolau gwahanol, gan gymryd cyfrifoldeb am gwblhau'r dasg yn dda.
Cam cynnydd 4
Rwy'n gallu defnyddio crynodebau, trafod materion, rhoi esboniadau manwl a defnyddio rhesymeg wrth ymdrin â phwnc.
Rwy'n gallu ymgymryd ag ystod o gyfrifoldebau i strwythuro a datblygu siarad mewn grŵp, gan gynnwys mewn sefyllfaoedd mwy ffurfiol.
Da gwybod
- The unit codes are S655E1, S655E2, S655E3, S655L1 and S655L2, and the unit is 20 guided learning hours in the Skills for Work suite (Unit overview, page 3).
- Spelling and presentation are not judged: "Assessor judgements should focus on meeting the standard, not spelling or presentation unless specifically assessed." (Sources of evidence, page 13).
- Long writing is not needed: "extended written work is not required unless appropriate" (Sources of evidence, page 13), so oral and role play evidence, recorded or observed, can meet the criteria.
- No special equipment is needed: "Assessment of this unit should not require any specific resources." (Resources required for assessment, page 14).
- Suggested assessment tasks are optional: "These tasks are not mandatory." (Skills for Life and Work specification, section 4.1, page 18).
- AI use must be acknowledged. Properly referenced AI use "can be acceptable", but "Copying or paraphrasing whole responses of AI-generated content" is malpractice (Skills for Life and Work specification, section 4.6, page 21).
- There is no numeracy in the criteria. Appendix A of the specification maps the unit to Literacy only among the integral skills (page 29).
Cysylltiadau â chymwysterau eraill
Customer service builds the speaking, listening and explaining skills of GCSE English Language and Literature in a work setting, and links closely with VCSE Retail and Customer Service and Foundation Retail and Customer Service, where communicating with customers and handling complaints are covered in more depth. VCSE Hospitality and Catering, VCSE Travel and Tourism and VCSE Sport and Leisure also involve serving customers, and GCSE Business covers why reputation and customer loyalty matter. Role play links with GCSE Drama. The pack names Fairness and inclusion in the workplace, Rights and responsibilities in the workplace, Understanding the changing labour market, Working in Wales and Wellbeing and work as closely related Skills Suite units, and Teamwork links through LO3.
Ffynhonnell: WJEC Customer service unit delivery and assessment pack, read with the WJEC Entry 1 to Level 2 Skills for Life and Skills for Work specification, approved by Qualifications Wales, teaching from September 2027 (© WJEC CBAC Ltd 2026).