Key Skills for Customer Service Levels 2 & 3

Communication Level 1 - Learners must be able to:

• read and obtain information from at least one document
• take part in either a one-to-one discussion or a group discussion
• write two different types of document

Learners must use at least one image, either to obtain information, or to convey information in their discussion or one of the documents they write to help the audience/reader understand the points they are making.

Communication Level 2 - Learners must be able to:

• read and summarise information from at least two documents about the same subject. Each document must be a minimum of 500 words long
• take part in a group discussion
• give a talk of at least four minutes
• write two different types of documents each one giving different information. One document must be at least 500 words long

Communication Level 3 - Learners must be able to:

• read and synthesise information from at least two different documents about the same subject. Each document must be a minimum of 1,000 words long
• take part in a group discussion
• make a formal presentation of at least 8 minutes, using an image or other support materials
• write two different types of documents each giving different information about complex subjects. One document must be at least 1,000 words long'

Application of Number Level 1 - Learners must be able to:

• interpret information from two different sources. At least one source must include a table, chart, graph or diagram
• carry out and check calculations to do with
• amounts or sizes
• scales or proportions
• handling statistics
• interpret the results of their calculations and present findings in two different ways using charts or diagrams

Application of Number Level 2 - Learners must be able to:

• interpret information from a suitable source
• use the information to carry out calculations to do with:
• amounts or sizes
• scales or proportion
• handling statistics
• using formulae
• interpret the results of their calculations and present their findings

Application of Number Level 3 - Learners must be able to:

• plan an activity and get relevant information from relevant sources
• use this information to carry out multi-stage calculations to do with:
• amounts or sizes
• scales or proportions
• handling statistics
• using formulae
• interpret the results of their calculations, present their findings and justify their methods