VTCT Level 2 NVQ Certificate in Customer Service (QCF)

Transcription

1 VTCT Level 2 NVQ Certificate in Customer Service (QCF) Accreditation start date: 1 August 2010 Credit value: 28 Guided learning hours (GLH): Qualification number: 501/0018/X Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Mandatory units UR100F1 UR200F2 Optional units Please insert optional units achieved AG20194F_v3

2 The qualification Introduction The VTCT Level 2 NVQ Certificate in Customer Service (QCF) is a vocational qualification that focuses on the development of the requisite knowledge, understanding and skills to prepare you for the delivery of effective customer service. National Occupational Standards (NOS) Units in this qualification have been mapped to the relevant NOS (where applicable). This qualification is accredited on the Qualifications and Credit Framework (QCF). This qualification is approved and supported by the Council for Administration, the sector skills council for business skills across the UK. 2

3 Progression The VTCT Level 2 NVQ Certificate in Customer Service (QCF) provides progression opportunities to Level 3 studies including: VTCT Level 3 Certificate in Customer Service (QCF) VTCT Level 3 NVQ Diploma in Customer Service (QCF) The qualification also provides a sound base for progression into employment within the customer service industry. 3

4 Qualification structure Total credits required - 28* (minimum) All mandatory units must be completed. Mandatory units - VTCT unit code UR100F1 Ofqual unit reference F/601/1609 UR200F2 L /601/ credits Unit title Communicate using customer service language Follow the rules to deliver customer service Credit value GLH Level * A minimum of 1 unit must be achieved from each optional unit group, totalling a least 20 credits. A minimum of 15 credits must be at Level 2 or above. 44

5 Optional units (Group 1) - VTCT unit code UR100A1 UR100A2 Ofqual unit reference R/601/1209 L/601/ unit (minimum) Unit title Maintain a positive and customer-friendly attitude Adapt your behaviour to give a good customer service impression Credit value GLH Level UR200A3 R/601/1212 Communicate effectively with customers UR200A4 UR200A5 L/601/0933 D/601/0936 Give customers a positive impression of yourself and your organisation Promote additional services or products to customers UR200A6 H/601/1215 Process information about customers UR200A7 M/601/1217 Live up to the customer service promise UR200A8 T/601/1218 Make customer service personal UR200A9 M/601/1220 Go the extra mile in customer service UR20A10 T/601/1221 Deal with customers face to face UR20A11 F/601/1223 Deal with incoming telephone calls from customers UR20A12 J/601/1224 Make telephone calls to customers UR30A13 R/601/1226 Deal with customers in writing or electronically UR30A14 D/601/1228 Use customer service as a competitive tool UR30A15 D/601/1231 Organise the promotion of additional services or products to customers UR30A16 K/601/1233 Build a customer service knowledge set

6 Qualification structure Optional units (Group 2) - VTCT unit code Ofqual unit reference 1 unit (minimum) Unit title Credit value GLH UR100B1 A/601/1205 Do your job in a customer friendly way UR200B2 J/601/1210 Deliver reliable customer service UR200B3 UR200B4 UR200B5 UR200B6 UR200B7 UR200B8 UR300B9 UR30B10 Y/601/1213 K/601/1216 A/601/1219 A/601/1222 L/601/1225 Y/601/1227 H/601/1229 Y/601/1230 Deliver customer service on your customer s premises Recognise diversity when delivering customer service Deal with customers across a language divide Use questioning techniques when delivering customer service Deal with customers using bespoke software Maintain customer service through effective handover Deliver customer service using service partnerships Organise the delivery of reliable customer service Level UR30B11 H/601/1232 Improve the customer relationship

7 Optional units (Group 3) - VTCT unit code UR100C1 Ofqual unit reference M/601/ unit (minimum) Unit title Recognise and deal with customer queries, requests and problems Credit value GLH Level UR100C2 T/601/1509 Take details of customer service problems UR200C3 M/601/1511 Resolve customer service problems UR200C4 UR300C5 T/601/1512 J/601/1515 Deliver customer service to difficult customers Monitor and solve customer service problems UR300C6 D/601/1519 Apply risk assessment to customer service UR300C7 D/601/1522 Process customer service complaints

8 Qualification structure Optional units (Group 4) - VTCT unit code Ofqual unit reference 1 unit (minimum) Unit title Credit value GLH UR200D1 T/601/1526 Develop customer relationships UR200D2 A/601/1530 Support customer service improvements UR200D3 UR200D4 UR200D5 UR200D6 UR200D7 UR300D8 R/601/1534 H/601/1540 M/601/1542 R/601/1548 Y/601/1549 D/601/1553 Develop personal performance through delivering customer service Support customers using on-line customer services Buddy a colleague to develop their customer service skills Develop your own customer service skills through self-study Support customers using self-service technology Work with others to improve customer service Level UR300D9 H/601/1554 Promote continuous improvement UR30D10 K/601/1555 Develop your own and others customer service skills UR30D11 H/601/1568 Lead a team to improve customer service UR30D12 H/601/1571 Gather, analyse and interpret customer feedback UR30D13 T/601/1574 Monitor the quality of customer service transactions

9 Guidance on assessment This book contains the mandatory units that make up this qualification. Optional units will be provided in additional booklets (if applicable). Where indicated, VTCT will provide assessment materials. Assessments may be internal or external. The method of assessment is indicated in each unit. Internal assessment (any requirements will be shown in the unit) Assessment is set, marked and internally verified by the centre to clearly demonstrate achievement of the learning outcomes. Assessment is sampled by VTCT external verifiers. External assessment (any requirements will be shown in the unit) Externally assessed question papers completed electronically will be set and marked by VTCT. Externally assessed hard-copy question papers will be set by VTCT, marked by centre staff and sampled by VTCT external verifiers. Assessment explained VTCT courses are assessed and verified by centre staff. Work will be set to improve your practical skills, knowledge and understanding. For practical elements, you will be observed by your assessor. All your work must be collected in a portfolio of evidence and crossreferenced to requirements listed in this record of assessment book. Your centre will have an internal verifier whose role is to check that your assessment and evidence is valid and reliable and meets VTCT and regulatory requirements. An external verifier, appointed by VTCT, will visit your centre to sample and quality-check assessments, the internal verification process and the evidence gathered. You may be asked to attend on a different day from usual if requested by the external verifier. This record of assessment book is your property and must be in your possession when you are being assessed or verified. It must be kept safe. In some cases your centre will be required to keep it in a secure place. You and your course assessor will together complete this book to show achievement of all learning outcomes, assessment criteria and ranges. 9

10 Creating a portfolio of evidence As part of this qualification you are required to produce a portfolio of evidence. A portfolio will confirm the knowledge, understanding and skills that have been learned. It may be in electronic or paper format. Your assessor will provide guidance on how to prepare the portfolio of evidence and how to show practical achievement, and understanding of the knowledge required to successfully complete the qualification. It is this booklet along with the portfolio of evidence that will serve as the prime source of evidence for this qualification. Evidence in the portfolio may take the following forms: Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies All evidence should be documented in the portfolio and cross referenced to the outcomes. Constructing the portfolio of evidence should not be left to the end of the course. Many frequently asked questions and other useful information are detailed in the VTCT Candidate s Handbook, which is available on the VTCT website at Other questions should be addressed to the tutor, lecturer or assessor. 10

11 Unit assessment methods This section provides an overview of the assessment methods that make up each unit in this qualification. Detailed information on assessment is provided in each unit. Mandatory units VTCT unit code UR100F1 UR200F2 Unit title Communicate using customer service language Follow the rules to deliver customer service External Question paper(s) Observation(s) Internal Assignment(s) 11

12 Unit assessment methods Optional units (Group 1) VTCT unit code UR100A1 UR100A2 UR200A3 UR200A4 UR200A5 UR200A6 UR200A7 Unit title Maintain a positive and customerfriendly attitude Adapt your behaviour to give a good customer service impression Communicate effectively with customers Give customers a positive impression of yourself and your organisation Promote additional services or products to customers Process information about customers Live up to the customer service promise External Question paper(s) Observation(s) Internal Assignment(s) UR200A8 Make customer service personal UR200A9 Go the extra mile in customer service UR20A10 Deal with customers face to face UR20A11 Deal with incoming telephone calls from customers UR20A12 Make telephone calls to customers UR30A13 UR30A14 UR30A15 UR30A16 Deal with customers in writing or electronically Use customer service as a competitive tool Organise the promotion of additional services or products to customers Build a customer service knowledge set 12

13 Optional units (Group 2) VTCT unit code UR100B1 Unit title Do your job in a customer friendly way External Question paper(s) Observation(s) Internal Assignment(s) UR200B2 Deliver reliable customer service UR200B3 UR200B4 UR200B5 UR200B6 UR200B7 UR200B8 UR300B9 UR30B10 Deliver customer service on your customer s premises Recognise diversity when delivering customer service Deal with customers across a language divide Use questioning techniques when delivering customer service Deal with customers using bespoke software Maintain customer service through effective handover Deliver customer service using service partnerships Organise the delivery of reliable customer service UR30B11 Improve the customer relationship 13

14 Unit assessment methods Optional units (Group 3) VTCT unit code UR100C1 UR100C2 UR200C3 UR200C4 UR300C5 UR300C6 UR300C7 Unit title Recognise and deal with customer queries, requests and problems Take details of customer service problems Resolve customer service problems Deliver customer service to difficult customers Monitor and solve customer service problems Apply risk assessment to customer service Process customer service complaints External Question paper(s) Observation(s) Internal Assignment(s) 14

15 Optional units (Group 4) VTCT unit code Unit title External Question paper(s) Observation(s) Internal Assignment(s) UR200D1 Develop customer relationships UR200D2 UR200D3 UR200D4 UR200D5 UR200D6 UR200D7 UR300D8 Support customer service improvements Develop personal performance through delivering customer service Support customers using on-line customer services Buddy a colleague to develop their customer service skills Develop your own customer service skills through self-study Support customers using selfservice technology Work with others to improve customer service UR300D9 Promote continuous improvement UR30D10 UR30D11 UR30D12 UR30D13 Develop your own and others customer service skills Lead a team to improve customer service Gather, analyse and interpret customer feedback Monitor the quality of customer service transactions 15

16 Unit glossary Description VTCT product code Unit title National Occupational Standards (NOS) Level Credit value Guided Learning Hours (GLH) Observations Learning outcomes Evidence requirements Observation outcome Knowledge outcome Assessment criteria Range All units are allocated a unique VTCT product code for identification purposes. This code should be quoted in all queries and correspondence to VTCT. The title clearly indicates the focus of the unit. NOS describe the skills, knowledge and understanding needed to undertake a particular task or job to a nationally recognised level of competence. Level is an indication of the demand of the learning experience; the depth and/or complexity of achievement and independence in achieving the learning outcomes. There are 9 levels of achievement within the Qualifications and Credit Framework (QCF). This is the number of credits awarded upon successful achievement of all unit outcomes. Credit is a numerical value that represents a means of recognising, measuring, valuing and comparing achievement. GLH is an estimate of the time allocated to teach, instruct, assess and support learners throughout a unit. Learner initiated private study, preparation and marking of formative assessment is not taken into account. This indicates the minimum number of observations required to achieve the unit. The learning outcomes are the most important component of the unit; they set out what is expected in terms of knowing, understanding and practical ability as a result of the learning process. Learning outcomes are the results of learning. This section provides guidelines on how evidence must be gathered. An observation outcome details the practical tasks that must be completed to achieve the unit. A knowledge outcome details the theoretical requirements of a unit that must be evidenced through oral questioning, a mandatory written question paper or portfolio of evidence. Assessment criteria set out what is required, in terms of achievement, to meet a learning outcome. The assessment criteria and learning outcomes are the components that inform the learning and assessment that should take place. Assessment criteria define the standard expected to meet learning outcomes. The range indicates what must be covered. Ranges must be practically demonstrated in parallel to the unit s observation outcomes. 16

17 UR100F1 Communicate using customer service language Unit You need Description to be able to communicate with customers and colleagues using language and concepts that they can understand. This unit is about the language and basic principles that are at the heart of customer service, and the skills you need to communicate effectively with customers and colleagues. It also covers how you fit into the customer service picture in your organisation and the contribution of your job to good customer service. You need to be able to describe and explain the services or products that your organisation offers and how it delivers customer service. This means that you need to use the right language to describe customer service and describe why an organisation needs to balance customer needs with what the organisation is willing and able to provide. Using that language, the unit will help you to understand how you and your job fit in. Everybody involved in customer service needs to know the customer service content of their job. UR100F1_v6

18 NOS F1 Level 1 Credit value 4 GLH 30 Observations 1 External paper(s) 0

19 Communicate using customer service language Learning outcomes On completion of this unit you will: 1. Be able to identify customers and their characteristics and expectations 2. Be able to identify your organisation s services and products 3. Know how to communicate using customer service language Evidence requirements 1. Wherever possible your evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit. (Guidelines for a Realistic Working Environment can be found in the Assessment Strategy for Customer Service S/NVQs at Levels 1,2,3 and 4 February 2010.) 2. You may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation. 3. You must provide evidence that shows you have done this over a sufficient period of time, with different customers, on different occasions for your assessor to be confident that you are competent. 4. The organisation from which you draw your evidence must be the organisation you work for or the organisation in which you have realistic work experience. The organisation may be the whole of the organisation or the business unit, division or department with which you are involved. 5. There is no external paper requirement for this unit. UR100F1 19

20 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. In addition to your observation, you must provide evidence that shows you have carried out this unit s outcomes over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent. Achieving range There is no range section that applies to this unit. Criteria may not always naturally occur during a practical observation (i.e. planning, accessing sources of information etc.). In such instances you will be asked to produce other forms of evidence to demonstrate competence. The portfolio reference for this information will be recorded by your assessor. Your assessor will sign off an outcome when all criteria have been competently achieved. 20 UR100F1

21 Observations Outcome 1 Be able to identify customers and their characteristics and expectations You can: Competent performance observed (assessor initials) Portfolio reference a. Recognise typical customers and their expectations b. Discuss customer expectations with colleagues using recognised customer service language c. Follow procedures through which you and your colleagues deliver effective customer service Date outcome achieved Learner signature Assessor initials UR100F1 21

22 Outcome 2 Be able to identify your organisation s services and products You can: Competent performance observed (assessor initials) Portfolio reference a. Outline your organisation s services and products to customers b. Greet customers politely and positively c. List the information you need to deliver effective customer service and where that information can be found Date outcome achieved Learner signature Assessor initials 22 UR100F1

23 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below: Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning. Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies UR100F1 23

24 Knowledge Outcome 3 Know how to communicate using customer service language You can: Portfolio reference / Assessor initials* a. Identify the differences between an internal customer and an external customer b. List your organisation s services or products c. Describe the connection between customer expectations and customer satisfaction in customer service d. Describe why organisation procedures are important to good customer service e. Explain why teamwork is central to good customer service f. Identify the service offer of your organisation g. Identify the part you play in delivering customer service h. Identify who your customers are i. Describe the main characteristics of typical customers that you deal with j. Identify what impresses your customers and what annoys your customers k. Identify who s who and who does what to deliver customer service in your organisation l. Describe the kinds of information you need to give good customer service to customers m. Explain how to find information about your organisation s services or products n. List typical customer service problems in your work and who should be told about them o. Explain how the way you behave affects your customer s service experience 22 * Assessor initials to be inserted if orally questioned. UR100F1

25 UR200F2 Follow the rules to deliver customer service Unit There Description are rules set by organisations about what you can and cannot do for customers. Some of those rules are the result of general responsibilities set by legislation and apply to everybody, others are specific to an industry so are followed by your organisation because of the business you are in. Some rules are set by your organisation alone because of the particular way it wants its customer service to be delivered. This unit requires you to show that you know and understand all the rules that apply to customer service delivered by your organisation and how they apply to you and your job. UR200F2_v7

26 NOS F2 Level 2 Credit value 4 GLH 30 Observations 1 External paper(s) 0

27 Follow the rules to deliver customer service Learning outcomes On completion of this unit you will: 1. Be able to follow your organisation s customer service practices and procedures 2. Know how to follow the rules to deliver customer service Evidence requirements 1. Wherever possible your evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit. (Guidelines for a Realistic Working Environment can be found in the Assessment Strategy for Customer Service S/NVQs at Levels 1,2,3 and 4 February 2010.) 2. You may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation. 3. You must provide evidence that shows you have done this over a sufficient period of time, with different customers, on different occasions for your assessor to be confident that you are competent. 4. The organisation from which you draw your evidence must be the organisation you work for or the organisation in which you have realistic work experience. The organisation may be the whole of the organisation or the business unit, division or department with which you are involved. 5. You must provide evidence of following the rules to deliver customer service: during routine delivery of customer service during a busy time in your job during a quiet time in your job when people, systems or resources have let you down. 6. There is no external paper requirement for this unit. UR200F2 25

28 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. In addition to your observation, you must provide evidence that shows you have carried out this unit s outcomes over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent. Achieving range The range section indicates what your portfolio must include. Your assessor will document the portfolio reference once a range has been competently achieved. Criteria may not always naturally occur during a practical observation (i.e. planning, accessing sources of information etc.). In such instances you will be asked to produce other forms of evidence to demonstrate competence. The portfolio reference for this information will be recorded by your assessor. Your assessor will sign off an outcome when all criteria have been competently achieved. 26 UR200F2

29 Observations Outcome 1 Be able to follow your organisation s customer service practices and procedures You can: Competent performance observed (assessor initials) Portfolio reference a. Follow organisational practices and procedures that relate to your customer service work b. Recognise the limits of what you are allowed to do when delivering customer service c. Refer to somebody in authority when you need to d. Work in a way that protects the security of customers and their property e. Work in a way that protects the security of information about customers Date outcome achieved Learner signature Assessor initials UR200F2 27

30 Range Your portfolio must include: Evidence of following the rules to deliver customer service Portfolio reference during routine delivery of customer service during a busy time in your job during a quiet time in your job when people, systems or resources have let you down 28 UR200F2

31 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below: Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning. Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies UR200F2 29

32 Knowledge Outcome 2 Know how to follow the rules to deliver customer service You can: Portfolio reference / Assessor initials* a. Describe organisational practices and procedures that relate to your customer service work b. Identify the limits of what you are allowed to do when delivering customer service c. Explain when and how you should refer to somebody in authority about the rules for delivering customer service d. Explain how you protect the security of customers and their property e. Explain how you protect the security of information about customers f. Describe your health and safety responsibilities as they relate to your customer service work g. Explain your responsibility to treat customers equally when delivering customer service h. Explain why it is important to respect customer and organisation confidentiality i. List the main things you must do and not do in your job under legislation that affects your customer service work j. List the main things that you must do and not do in your job under external regulations that affect your customer service work * Assessor initials to be inserted if orally questioned. 30 UR200F2