KPA Level 3 NVQ Diploma In Customer Service (QCF) (QRN: 600/3535/3)

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1 KPA Level 3 NVQ Diploma In Customer Service (QCF) (QRN: 600/3535/3) Qualification for Mandatory units

2 Copyright The content of this document is, unless otherwise indicated, Kaplan Professional Awards and may not be copied, reproduced or distributed without prior written consent. Approved Kaplan Professional Awards centres and candidates studying for Kaplan Professional Awards Customer Service qualifications may photocopy this document free of charge and/or include a PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching candidates working towards a Kaplan Professional Awards qualification, or for internal administration purposes candidates may copy the material only for their own use when working towards a Kaplan Professional Awards qualification Publications Kaplan Professional Awards publications are available on the Kaplan Professional Awards website or at the address and telephone contact below. Whilst every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press, Kaplan Professional Awards products and services are continuously improved. Kaplan Professional Awards reserve the right to change products and services from time to time and cannot accept liability for loss or damage arising from the use of information in this publication. Kaplan Professional Awards 100 Cannon Street London EC4N 6EUT Tele: Version: 2.0 Page 1 of 20 Date: October 2013

3 About Kaplan Professional Awards Kaplan Professional Awards (KPA) is recognised by the regulatory authorities in England, Wales and Northern Ireland Ofqual, DfES and CCEA. Our objective as an awarding organisation is to develop qualifications in conjunction with industry stakeholders to ensure they are relevant and meet employers and sector needs. KPA develops qualifications in conjunction with industry stakeholders to ensure they are relevant and meet employers needs. KPA is a new entirely independent division of Kaplan Financial, which within the UK has combined 50 years of educational and learning excellence with leading on-line learning technologies, award-winning materials and of course, the industry s most experienced and successful tutors, to become a leading provider of accountancy and financial training. Equal opportunities Kaplan Professional Awards supports the principle of equal opportunities and are committed to satisfying this principle in all our activities. A copy of our equal opportunities policy statement is available on the Kaplan Professional Awards website. Version: 2.0 Page 2 of 20 Date: October 2013

4 Qualification Fast Facts Title KPA Qualification number 600/3535/3 Aim Guided learning hours This qualification is aimed at learners already working in customer service roles seeking to enhance their customer service and supervisory roles as well as being suitable for those wanting to embark in a career in customer service. Minimum 279 Maximum 329 Credit value 42 Entry requirements / Recommendations Progression Recommended assessment methods Grading system Learners should be at least 16 years old. KPA set no other specific entry requirements however, centres may apply requirements to meet employers industry needs. Candidates can use this qualification as part of the Advanced Level Apprenticeship frameworks in Customer Service, take the related technical qualification, or consider other related qualifications in areas such as Business and Administration. All units will be internally assessed using a range of methods. This could include direct observation within the workplace, a portfolio of evidence or written assignments. Achievement of assessment criteria for the selected units will result in a Pass being awarded. The completion of the qualification will be a pass or refer. Version: 2.0 Page 3 of 20 Date: October 2013

5 Qualification Introduction The Level 3 NVQ Diploma in Customer Service qualification is a vocationally-related, credit-based qualification, designed to expand the general knowledge and understanding of the Customer Service sector. The level 3 qualification provides candidates with the essential underpinning occupational competence that would be needed by a competent employee operating in a supervisory role. The Level 3 NVQ Diploma is a component of the Advanced Level Apprenticeship in Customer Service framework also offered by KPA. Rules of Combination To obtain the Certificate, the learner must achieve: Component Unit focus Component type Number of units Credit requirement Group A Customer Service Foundation Mandatory units 2 12 Group B Customer Service Optional units 47 Minimum 30 (At least 1 unit from each optional group must be selected.) Total credit requirement 42 (22 credits must be from Level 3 units) Assessment Details of the Assessment methodology for this qualification are provided to centres but are also available in download from your document section of Quartzweb. Version: 2.0 Page 4 of 20 Date: October 2013

6 Unit Register Group A (mandatory units): All units must be achieved. Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? Page CS318 K/601/1622 Demonstrate understanding of customer service Competency 13 CS319 J/601/1627 Demonstrate understanding of the rules that impact on improvements in customer service Competency 16 Version: 2.0 Page 5 of 20 Date: October 2013

7 Group B (optional units): A minimum of 20 credits must be from Group B. At least 1 unit from each optional group must be selected Unit details for these are found in accompanying Qualification Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? Group B01: Impression and Image CS203 R/601/1212 Communicate effectively with customers Competency CS204 L/601/0933 Give customers a positive impression of yourself and your organisation Competency CS205 D/601/0936 Promote additional services or products to customers Competency CS206 H/601/1215 Process information about customers Competency CS207 M/601/1217 Live up to the customer service promise Competency CS208 T/601/1218 Make customer service personal Competency CS209 M/601/1220 Go the extra mile in customer service Competency CS210 T/601/1221 Deal with customers face to face Competency CS211 F/601/1223 Deal with incoming telephone calls from customers Competency CS212 J/601/1224 Make telephone calls to customers Competency CS302 R/601/1226 Deal with customers in writing or electronically Competency Version: 2.0 Page 6 of 20 Date: October 2013

8 Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS303 D/601/1228 Use customer service as a competitive tool Competency CS304 D/601/1231 Organise the promotion of additional services or products to customers Competency CS305 K/601/1233 Build a customer service knowledge set Competency CS400 T/601/1235 Champion customer service Competency CS401 F/601/1237 Make customer service environmentally friendly and sustainable Competency Group B02: Delivery CS213 J/601/1210 Deliver reliable customer service Competency CS214 Y/601/1213 Deliver customer service on your customer s premises Competency CS215 K/601/1216 Recognise diversity when delivering customer service Competency CS216 A/601/1219 Deal with customers across a language divide Competency CS217 A/601/1222 Use questioning techniques when delivering customer service Competency CS218 L/601/1225 Deal with customers using bespoke software Competency CS219 Y/601/1227 Maintain customer service through effective handover Competency Version: 2.0 Page 7 of 20 Date: October 2013

9 Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS306 H/601/1229 Deliver customer service using service partnerships Competency CS307 Y/601/1230 Organise the delivery of reliable customer service Competency CS308 H/601/1232 Improve the customer relationship Competency CS402 M/601/1234 Maintain and develop a healthy and safe customer service environment Competency CS403 A/601/1236 Plan, organise and control customer service operations Competency CS404 J/601/1238 Review the quality of customer service Competency CS405 L/601/1239 Build and maintain effective customer relations Competency CS406 F/601/1240 Deliver seamless customer service with a team Competency Group B03: Handling Problems CS220 M/601/1511 Resolve customer service problems Competency CS221 T/601/1512 Deliver customer service to difficult customers Competency CS309 J/601/1515 Monitor and solve customer service problems Competency CS310 D/601/1519 Apply risk assessment to customer service Competency Version: 2.0 Page 8 of 20 Date: October 2013

10 Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS311 D/601/1522 Process customer service complaints Competency CS407 K/601/1524 Handle referred customer complaints Competency Group B04: Development and Improvement CS222 T/601/1526 Develop customer relationships Competency CS223 A/601/1530 Support customer service improvements Competency CS224 R/601/1534 Develop personal performance through delivering customer service Competency CS225 H/601/1540 Support customers using on-line customer services Competency CS226 M/601/1542 Buddy a colleague to develop their customer service skills Competency CS227 R/601/1548 Develop your own customer service skills through self-study Competency CS228 Y/601/1549 Support customers using self-service technology Competency CS312 D/601/1553 Work with others to improve customer service Competency CS313 H/601/1554 Promote continuous improvement in customer service Competency CS314 K/601/1555 Develop your own and others' customer service skills Competency Version: 2.0 Page 9 of 20 Date: October 2013

11 Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS315 H/601/1568 Lead a team to improve customer service Competency CS316 H/601/1571 Gather, analyse and interpret customer feedback Competency CS317 T/601/1574 Monitor the quality of customer service transactions Competency CS408 L/601/1578 Implement quality improvements to customer service Competency CS409 L/601/1581 Plan and organise the development of customer service staff Competency CS410 M/601/1587 Develop a customer service strategy for a part of an organisation Competency CS411 A/601/1592 Manage a customer service award programme Competency CS412 Y/601/1597 Apply technology or other resources to improve customer service Competency CS413 R/601/1601 Review and re-engineer customer service processes Competency CS414 K/601/1605 Manage customer service performance Competency Version: 2.0 Page 10 of 20 Date: October 2013

12 Qualification Units Unit detail format The units in this qualification are presented in the following format Unit title Unit Number Register Ref Level Credit GLH Aim Learning Outcome Assessment Criteria Evidence Guidance Assessment Strategy A clear, concise explanation of the content of the unit. The unique number assigned by Kaplan Professional Awards of the unit The unique reference number of a unit approval by Ofqual. The level of the unit within the QCF framework. The value of the unit based on the expected learning time for an average learner. 1 credit = 10 learning hours. The average number of hours of supervised or directed study time or assessment required achieves the unit. A brief outline of the unit content. What a learner will know, understand or be able to do, as a result of a process of learning. The requirements a learner must achieve to demonstrate that the learning outcome has been met. Additional information provided to support the evidence requirements of the unit. For all units: 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. This box identifies the assessment strategy relevant to the unit. Version: 2.0 Page 11 of 20 Date: October 2013

13 Details of the relationship between the unit and relevant national occupational standards Support of the unit by a sector or other appropriate body The NOS that the unit meets. Authority who has recognised this unit as suitable for the sector Version: 2.0 Page 12 of 20 Date: October 2013

14 Unit Title Demonstrate understanding of customer service Unit Number CS318 Register Ref K/601/1622 Level 3 Credit 6 GLH 40 Aim This unit is about being able to understand and explain the principles of customer service and the way they can be applied in specific customer service situations. The basic principles in this unit influence all aspects of making customer service work and enable the learner to place professional customer practice in the context of their industry sector and their own organisation. Above all, working as a customer service professional involves working with colleagues to develop deeper and broader understanding of customer service language and principles. Learning Outcome The learner will 1 Follow their organisation s accepted customer service language Assessment Criteria The learner can 1.1 Communicate to customers their organisation s service offer, how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations 1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations 2. Apply customer service principles in their customer service role 2.1 Follow the key policies and procedures in their organisation for the delivery of services or products 2.2 Demonstrate how their organisation s service approach and service offer fit within their own industry and differ from those of other industries 2.3 Discuss with colleagues how their organisation s ethical and value base fits with organisational needs and customer expectations Version: 2.0 Page 13 of 20 Date: October 2013

15 Learning Outcome The learner will 3. Understand principles of customer service Assessment Criteria The learner can 3.1 Describe how their organisation s service offer meets customer expectations 3.2 Explain how their organisation s service offer is affected by financial and other resource limitations 3.3 Identify the impact that their organisation s service offer may have on different people in the service chain 3.4 Explain how customers form their expectations of the services or product 3.5 Explain the importance of effective teamwork for the delivery of excellent customer service 3.6 Describe how customer service can contribute to best value in a public sector or third sector organisation 3.7 Explain how customer service can provide a competitive advantage for a commercial organisation 3.8 Describe why their organisation must limit the customer service it gives to balance customer satisfaction with organisational goals 3.9 Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction 3.10 Explain the importance of effective communication in the delivery of excellent customer service 3.11 Describe how they ensure their communication with diverse groups of customers is effective and efficient 3.12 Describe the importance of continuous improvement within customer service 3.13 Explain the key policies and procedures in their organisation for the delivery of services or products and why it is important to follow them 3.14 Explain how their industry s approach to customer service differs from the approach of another industry 3.15 Outline the service offer of competitors of their organisation or any organisations offering similar services or products 3.16 Describe the features and benefits of their organisation s services or products that influence customer service delivery and customer satisfaction 3.17 Explain how their organisation balances its needs with customer expectations and needs 3.18 Justify the ethical and value base of their organisation s approach to customer service 3.19 Explain how their behaviour when improving customer service delivery Version: 2.0 Page 14 of 20 Date: October 2013

16 affects the success of any changes to customer expectations and needs Assessment Strategy Details of the relationship between the unit and relevant national occupational standards Support of the unit by a sector or other appropriate body All units will be internally assessed using a range of methods. This could include direct observation within the workplace, a portfolio of evidence or written assignments. This Unit directly relates to Unit F3 of the Customer Service NOS 2010 This unit has been developed by the Institute of Customer Service. Evidence Guidance 1. 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. 2. Your communication with customers may be face to face, in writing, by telephone, text message, e- mail, internet (including social networking), intranet or by any other method you would be expected to use within your job role. Version: 2.0 Page 15 of 20 Date: October 2013

17 Unit Title Demonstrate understanding of the rules that impact on improvements in customer service Unit Number CS319 Register Ref J/601/1627 Level 3 Credit 6 GLH 40 Aim This unit is about the rules, regulation and legislation that can impact on the way the learner develops and improves customer service. It requires the learner to demonstrate that they follow those rules when taking actions to improve customer service. Learning Outcome The learner will 1 Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements 2 Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements Assessment Criteria The learner can 1.1 Identify organisational policies, procedures and practices that may impact on proposed improvements in customer service 1.2 Identify procedures and actions needed to gain approval for proposed improvements in customer service 1.3 Agree with colleagues or service partners the actions needed to meet organisational requirements when implementing proposed customer service improvements 2.1 Identify relevant customer related legislation and external legislation that may affect the implementation of customer service improvements 2.2 Identify relevant general business legislation and external regulation that may affect the implementation of customer service improvements 2.3 Balance the requirements of legislation and external regulation with the needs of the organisation when implementing customer service improvements Version: 2.0 Page 16 of 20 Date: October 2013

18 Learning Outcome The learner will 3 Understand the rules that impact on improvements in customer service Assessment Criteria The learner can 3.1 Describe organisational policies, procedures and practices that they need to take into account when they propose improvements in customer service 3.2 Explain how to gain approval to change customer service procedures or practices 3.3 State the limits of their own authority and who else in the organisation needs to be involved if they cannot authorise improvements alone 3.4 Explain how they would involve colleagues or service partners in the implementation of improvements 3.5 Explain relevant legislation and external regulation relating to consumer protection 3.6 Explain relevant legislation and external regulation relating to data protection 3.7 Explain relevant legislation and external regulation relating to disability discrimination and equal opportunities 3.8 Explain relevant legislation and external regulation relating to diversity, inclusion and discrimination for reasons other than disability or equal opportunities 3.9 Explain relevant legislation and external regulation relating to health and safety of customers and colleagues 3.10 Compare the need to balance the requirements of legislation and external regulation with the needs and objectives of their organisation 3.11 Explain legislation and external regulation that affect customer service in their industry in particular Assessment Strategy Details of the relationship between the unit and relevant national occupational standards All units will be internally assessed using a range of methods. This could include direct observation within the workplace, a portfolio of evidence or written assignments. This Unit directly relates to Unit F4 of the Customer Service NOS 2010 Support of the unit by a sector or other appropriate body This unit has been developed by the Institute of Customer Service. Version: 2.0 Page 17 of 20 Date: October 2013

19 Evidence Guidance 1. 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. Version: 2.0 Page 18 of 20 Date: October 2013

20 Qualification Feedback Form We would be most grateful if you spend 5 minutes to give your feedback on this handbook. Thank you for your assistance in helping us develop and improve the services KPA provides. Qualification Level 3 NVQ Diploma in Customer Service(QCF) Name Are you a Tutor? Learner? Centre Name Contact details Telephone: Can we contact you regarding your feedback Yes/No Please tick the scale that you feel most accurately represents the following statements. Agree Not sure Disagree The information required was presented in a clear, easy to find manner. The information contain was sufficient to teach or study the qualification. The language used was appropriate, clear and easy to follow. Tutors only: This document aided in the delivery of the qualification. Please use the space below to provide further feedback Please send your completed feedback form either by: Fax Post Feedback Kaplan Professional Awards, 100 Cannon Street London EC4N 6EUT Version: 2.0 Page 19 of 20 Date: October 2013