Field Service Sector
Review of Service Sector – Core Skills unit standards
Subfield |
Domain |
ID |
Service Sector Skills |
Service Sector – Core Skills |
56, 57, 62, 64, 376, 378, 11815, 11816, 11818, 11826 |
NZQA National Qualifications Services has completed the review of the unit standards listed above. The unit standards in bold have been reclassified in the Work and Study Skills domain in the Core Generic subfield. Standard setting responsibility for the remaining unit standards has been transferred to Service IQ.
Date new versions published September 2015
Planned review date December 2020
Summary
In 2014, Service IQ formally requested the transfer of standard setting responsibility for standards within domain Service Sector – Core Skills from the New Zealand Qualifications Authority (NZQA) National Qualifications Services to Service IQ.
National consultation on the proposed transfer was conducted in December 2014-January 2015 through the NZQA website. As a result of feedback received, the NZQA Board approved the transfer of standard setting responsibility for the majority of the unit standards in the domain.
Two unit standards were not transferred to Service IQ because they indicated they were not applicable to any of their qualifications. Accordingly National Qualifications Services has reclassified them in the Work and Study Skills domain.
Main changes
· Standard setting responsibility for unit standards 57, 62, 376, 378, 11815, 11816, 11818, and 11826 has been transferred to Service IQ
· Unit standards 56 and 64 were reclassified in the Work and Study Skills domain.
Detailed list of unit standards – classification, title, level, and credits
All changes are in bold.
Key to review category |
|
A |
Dates changed, but no other changes are made - the new version of the standard carries the same ID and a new version number |
B |
Changes made, but the overall outcome remains the same - the new version of the standard carries the same ID and a new version number |
C |
Major changes that necessitate the registration of a replacement standard with a new ID |
D |
Standard will expire and not be replaced |
Service Sector > Service Sector Skills
Core Generic > Core Generic
ID |
Domain |
Title |
Level |
Credit |
Review Category |
56 |
Service Sector – Core Skills Work and Study Skills |
Attend to customer enquiries face-to-face and on the telephone |
1 |
2 |
B |
64 |
Service Sector – Core Skills Work and Study Skills |
Perform calculations for the workplace |
1 |
2 |
B |
Service Sector > Service Sector Skills
ID |
Domain |
Title |
Level |
Credit |
Review Category |
57 |
Service Sector – Core Skills Service Delivery |
Provide customer service |
2 |
2 |
B |
62 |
Service Sector – Core Skills Service Delivery |
Maintain personal presentation and a positive attitude in a workplace involving customer contact |
2 |
3 |
B |
376 |
Service Sector – Core Skills Service Delivery |
Employ customer service techniques to accommodate customer behavioural styles in a workplace |
3 |
2 |
B |
378 |
Service Sector – Core Skills Service Delivery |
Provide customer service for international visitors |
3 |
3 |
B |
11815 |
Service Sector – Core Skills Service Delivery |
Answer customer enquiries on the telephone in a wide range of contexts |
3 |
3 |
B |
11816 |
Service Sector – Core Skills Service Delivery |
Respond to customer enquiries by writing in a range of contexts |
3 |
4 |
B |
11818 |
Service Sector – Core Skills Service Delivery |
Demonstrate and apply product and/or service knowledge |
3 |
2 |
B |
11826 |
Service Sector – Core Skills Service Delivery |
Develop and use customer satisfaction measurement tools |
4 |
4 |
B |