Qualifications and standards

Transfer of standard setting responsibility for domain Service Sector – Core Skills

The New Zealand Qualifications Authority (NZQA) has transferred standard setting responsibility for eight unit standards within domain Service Sector – Core Skills from NZQA National Qualifications Services to Service IQ Industry Training Organisation. The standards included are identified in the table below.

Standard ID

Title

Level

Credits

57

Provide customer service

2

2

62

Maintain personal presentation and a positive attitude in a workplace involving customer contact

2

3

376

Employ customer service techniques to accommodate customer behavioural styles in a workplace

3

2

378

Provide customer service for international visitors

3

3

11815

Answer customer enquiries on the telephone in a wide range of contexts

3

3

11816

Respond to customer enquiries by writing in a range of contexts

3

4

11818

Demonstrate and apply product and/or service knowledge

3

2

11826

Develop and use customer satisfaction measurement tools

4

4

For more information on the outcome of this review please download the Review of Service Sector – Core Skills unit standards change report.  The unit standards can be accessed by searching for the unit standard's reference number.

ServiceIQ will take responsibility for the moderation of the transferred unit standards from January 2016.

Two unit standards, from Service Sector – Core Skills, have been transferred to Core Generic – Work and Study Skills (refer table below).  The standard setting body for these unit standards remains as NZQA National Qualifications Services.

Standard ID

Title

Level

Credits

56

Attend to customer enquiries face-to-face and on the telephone

1

2

64

Perform calculations for the workplace

1

2

National consultation on the transfer of these unit standards closed on 31 January 2015.

Contact

For any questions, please email us at nqs@nzqa.govt.nz.

 
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