Qualification Overview
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Qualification Title | Core Service Sector Skills (Micro-credential) | |||
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Qualification Type | Micro-credential | |||
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Level | 3 | |||
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Credits | 20 | |||
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Subject Area |
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Strategic Purpose Statement |
The purpose of this micro-credential is to provide a credential that recognises the core, transferable service sector skills required by people who wish to excel in customer service roles.
This micro-credential will provide customer service skills and knowledge required for individuals to work as part of an effective team to foster a safe, sustainable, and productive workplace. This micro-credential may be used in programmes leading to the New Zealand Certificate in Service Sector Skills (Level 3) [ref: 5025 v1] with an optional strand in Service Speciality. It may also contribute towards other service sector qualifications at level 3 and above. |
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Graduate profile |
On successful completion learners/ākonga will be able to:
- Apply customer service techniques to provide quality customer service interactions - Work effectively in a team to foster a safe, sustainable, and productive workplace |
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Education pathways |
This micro-credential may be used in programmes leading to the New Zealand Certificate in Service Sector Skills (Level 3) [ref: 5025 v1] with an optional strand in Service Speciality. It may also contribute towards other service sector qualifications at level 3 and above.
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Employment pathways |
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Entry Requirements |
Open entry.
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Education Organisation | Industry Training Solutions Limited | |||
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Developed By | Ringa Hora Services Workforce Development Council | |||
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Quality Assured By | New Zealand Qualifications Authority | |||
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Number | 5101 | |||
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Status | Current | |||
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Created | August 2024 | |||
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Next Review | August 2027 | |||
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Content |
Skills standards:
40045 Apply customer service techniques to provide quality customer service interactions Level 3, 10 credits 40048 Work effectively in a team to foster a safe, sustainable, and productive workplace Level 3, 10 credits - Communication techniques - Active listening and responding - Problem solving skills - Customer service best practices and service delivery adaptability - Technology and customer service - Professionalism and ethical behaviour - Working within a team or group - Regulations, legislation, procedures, and standards - Conflict de-escalation techniques - Challenges affecting self-care - Considerations for self-care - Self-care practices involving strategies and activities for personal wellness |
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