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