Field          Service Sector

 

Review, Revision and Rollover of Service Sector - Core Skills unit standards

 

Subfield

Domain

ID

Service Sector Skills

Service Sector - Core Skills

56, 57, 62, 64, 378, 11815, 11816, 11818, 11826

 

NZQA National Qualifications Services has completed the review, revision, and rollover of the unit standards listed above.  The unit standards in bold have been reviewed.  The unit standards in italics have been rolled over.

 

Date new versions published                                                          July 2014

 

Planned review date                                                                           December 2015

 

Summary

 

In 2013, NZQA National Qualifications Services initiated the review and revision of unit standards from the subfields Core Generic and Service Sector Skills because of concerns raised by assessors or moderators.

 

A review panel was established following a nomination process, and convened for a series of meetings from August-December 2013.  Unit standards for review were discussed by this review panel and changes were made to address the difficulties expressed by assessors and moderators.

 

Four unit standards were changed to the new template without revision.

 

National consultation on the reviewed and revised standards was conducted throughout February 2014 through the NZQA website.  As a result of feedback received, the unit standards were amended after consultation with the panel.

 

Main changes

 

·      Places in which assessment may occur have been clarified in unit standards 56, 57, 62 and 11815.

·      Unit standards 56 and 57 were reviewed and there were changes to explanatory notes and evidence requirements.

·      Unit standards 62, 64, and 11815 were revised and there were minor changes to explanatory notes and/or evidence requirements.

·      Unit standards 378, 11816, 11818, and 11826 were changed to a new template without any changes to content.

 

Detailed list of unit standards – classification, title, level, and credits

 

Reviewed standards

 

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 > Service Sector - Core Skills

ID

Title

Level

Credit

Review Category

56

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

1

2

B

57

Provide customer service

2

2

B

 

Revised/rolled over standards

 

Service Sector > Service Sector Skills > Service Sector - Core Skills

ID

Title

Level

Credit

62

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

2

3

64

Perform calculations for the workplace

1

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

3

11818

Demonstrate and apply product and/or service knowledge

3

2

11826

Develop and use customer satisfaction measurement tools

4

4