VTCT Level 3 NVQ Diploma in Customer Service (QCF)

Transcription

1 VTCT Level 3 NVQ Diploma in Customer Service (QCF) Accreditation start date: 1 August 2010 Credit value: 42 Guided learning hours (GLH): Qualification number: 500/9440/3 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 UR300F3 UR300F4 Optional units Please insert optional units achieved AG30195F_v3

2 The qualification Introduction The VTCT Level 3 NVQ Diploma in Customer Service (QCF) is a vocational qualification that focuses on the development of the requisite understanding and skills to aid career progression through the application of excellent customer service. This qualification has been produced in line with the customer service industry. 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 3 NVQ Diploma in Customer Service (QCF) provides progression opportunities to Level 4 studies including: VTCT Level 4 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 - 42* (minimum) All mandatory units must be completed. All 42 credits must be achieved, of which, 22 must be at Level 3 or above. Mandatory units - VTCT unit code UR300F3 UR300F4 Ofqual unit reference K/601/1622 J/601/ credits Unit title Demonstrate understanding of customer service Demonstrate understanding of the rules that impact on improvements in customer service Credit value GLH Level * A minimum of 1 unit must be achieved from each optional unit group, totalling a least 30 credits. A minimum of 10 credits must be at Level 3. 44

5 Optional units (Group 1) - VTCT unit code Ofqual unit reference 1 unit (minimum) Unit title Credit value GLH 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 Level 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 UR40A17 T/601/1235 Champion customer service UR40A18 F/601/1237 Make customer service environmentally friendly and sustainable

6 Qualification structure Optional units (Group 2) - VTCT unit code Ofqual unit reference 1 unit (minimum) Unit title Credit value GLH 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 UR40B12 M/601/1234 Maintain and develop a healthy and safe customer service environment UR40B13 A/601/1236 Plan, organise and control customer service operations UR40B14 J/601/1238 Review the quality of customer service UR40B15 L/601/1239 Build and maintain effective customer relations UR40B16 F/601/1240 Deliver seamless customer service with a team

7 Optional units (Group 3) - VTCT unit code Ofqual unit reference 1 unit (minimum) Unit title Credit value GLH 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 Level UR300C6 D/601/1519 Apply risk assessment to customer service UR300C7 D/601/1522 Process customer service complaints UR400C8 K/601/1524 Handle referred customer 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 Optional units (Group 4 continued) VTCT unit code UR40D14 UR40D15 UR40D16 UR40D17 UR40D18 UR40D19 Ofqual unit reference L/601/1578 L/601/1581 M/601/1587 A/601/1592 Y/601/1597 R/601/1601 Unit title Implement quality improvements to customer service Plan and organise the development of customer service staff Develop a customer service strategy for a part of an organisation Manage a customer service award programme Apply technology or other resources to improve customer service Review and re-engineer customer service processes Credit value GLH Level UR40D20 K/601/1605 Manage customer service performance

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 UR300F3 UR300F4 Unit title Demonstrate understanding of customer service Demonstrate understanding of the rules that impact on improvements in customer service External Question paper(s) Observation(s) Internal Assignment(s) 11

12 Unit assessment methods Optional units (Group 1) VTCT unit code UR200A3 UR200A4 UR200A5 UR200A6 UR200A7 Unit title 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 UR40A17 Champion customer service UR40A18 Make customer service environmentally friendly and sustainable 12

13 Optional units (Group 2) VTCT unit code Unit title 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 UR40B12 UR40B13 UR40B14 UR40B15 UR40B16 Maintain and develop a healthy and safe customer service environment Plan, organise and control customer service operations Review the quality of customer service Build and maintain effective customer relations Deliver seamless customer service with a team 13

14 Unit assessment methods Optional units (Group 3) VTCT unit code UR200C3 UR200C4 UR300C5 UR300C6 UR300C7 UR400C8 Unit title 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 Handle referred customer 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 assessment methods Optional units (Group 4 continued) VTCT unit code UR40D14 UR40D15 UR40D16 UR40D17 UR40D18 UR40D19 UR40D20 Unit title Implement quality improvements to customer service Plan and organise the development of customer service staff Develop a customer service strategy for a part of an organisation Manage a customer service award programme Apply technology or other resources to improve customer service Review and re-engineer customer service processes Manage customer service performance External Question paper(s) Observation(s) Internal Assignment(s) 1616

17 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. 1717

18 18 Notes Use this area for notes and diagrams

19 UR300F3 Demonstrate understanding of customer service Industries and organisations have developed a language and approach for customer service that is recognised and understood as the basis for service excellence. You need to understand and apply this language and approach if you are to become a true customer service professional. 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 you to place professional customer practice in the context of your industry sector and your own organisation. Above all, working as a customer service professional involves working with colleagues to develop a deeper and broader understanding of customer service language and principles. UR300F3_v3

20 NOS F3 Level 3 Credit value 6 GLH 40 Observations 1 External paper(s) 0

21 Demonstrate understanding of customer service Learning outcomes On completion of this unit you will: 1. Be able to follow your organisation s accepted customer service language 2. Be able to apply customer service principles in your customer service role 3. Understand the principles of customer service Evidence requirements 1. Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. Evidence collected in a realistic working environment or a work placement is not permissible for this unit. Simulation is not allowed for any evidence within this unit. 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. The organisation may be the whole of the organisation or the business unit, division or department with which you are involved. 5. Your communication with customers may be face to face, in writing, by telephone, text message, , internet (including social networking), intranet or by any other method you would be expected to use within your job role. 6. There is no external paper requirement for this unit. UR300F3 21

22 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. 22 UR300F3

23 Observations Outcome 1 Be able to follow your organisation s accepted customer service language You can: a. Communicate to customers your organisation s service offer, how it balances organisational and customer needs and how it meets customer expectations b. Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations c. Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations Competent performance observed (assessor initials) Portfolio reference Date outcome achieved Learner signature Assessor initials UR300F3 23

24 Outcome 2 Be able to apply customer service principles in your customer service role You can: Competent performance observed (assessor initials) Portfolio reference a. Follow the key policies and procedures in your organisation for the delivery of services or products b. Demonstrate how your organisation s service approach and service offer fit within your own industry and differ from those of other industries c. Discuss with colleagues how your organisation s ethical and value base fits with organisational needs and customer expectations Date outcome achieved Learner signature Assessor initials 24 UR300F3

25 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 UR300F3 25

26 Knowledge Outcome 3 Understand the principles of customer service You can: Portfolio reference / Assessor initials* a. Describe how your organisation s service offer meets customer expectations b. Explain how your organisation s service offer is affected by financial and other resource limitations c. Identify the impact that your organisation s service offer may have on different people in the service chain d. Explain how customers form their expectations of the services or products e. Explain the importance of effective teamwork for the delivery of excellent customer service f. Describe how customer service can contribute to best value in a public sector or third sector organisation g. Explain how customer service can provide a competitive advantage for a commercial organisation h. Describe why your organisation must limit the customer service it gives to balance customer satisfaction with organisational goals i. Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction j. Explain the importance of effective communication in the delivery of excellent customer service k. Describe how to ensure your communication with diverse groups of customers is effective and efficient l. Describe the importance of continuous improvement within customer service * Assessor initials to be inserted if orally questioned. 26 UR300F3

27 Outcome 3 (continued) Understand the principles of customer service You can: Portfolio reference / Assessor initials* m. Explain the key policies and procedures in your organisation for the delivery of services or products and why it is important to follow them n. Explain how your industry s approach to customer service differs from the approach of another industry o. Outline the service offer of competitors of your organisation or any organisations offering similar services or products p. Describe the features and benefits of your organisation s services or products that influence customer service delivery and customer satisfaction q. Explain how your organisation balances its needs with customer expectations and needs r. Justify the ethical and value base of your organisation s approach to customer service s. Explain how your behaviour when improving customer service delivery affects the success of any changes to customer expectations and needs * Assessor initials to be inserted if orally questioned. UR300F3 27

28 Notes Use this area for making notes and drawing diagrams 28 UR300F3

29 UR300F4 Demonstrate understanding of the rules that impact on improvements in customer service The job of a customer service professional is to develop and improve customer service. However, this must be done within a framework, of which some applies only to your organisation, some applies to your industry sector and some is based on national regulation and legislation. This unit is about the rules, regulations and legislation that can impact on the way you develop and improve customer service. It requires you to demonstrate that you follow these rules when taking actions to improve customer service. UR300F4_v3

30 NOS F4 Level 3 Credit value 6 GLH 40 Observations 1 External paper(s) 0

31 Demonstrate understanding of the rules that impact on improvements in customer service Learning outcomes Evidence requirements On completion of this unit you will: 1. Be able to demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements 2. Be able to demonstrate an understanding of the legislation and external regulations that impact on customer service improvements 3. Understand the rules that impact on improvements in customer service 1. Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. Evidence collected in a realistic working environment or a work placement is not permissible for this unit. Simulation is not allowed for any evidence within this unit. 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. 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. UR300F4 30

32 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. 31 UR300F4

33 Observations Outcome 1 Be able to demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements You can: a. Identify organisational policies, procedures and practices that may impact on proposed improvements in customer service b. Identify procedures and actions needed to gain approval for proposed improvements in customer service c. Agree with colleagues or service partners the actions needed to meet organisational requirements when implementing proposed customer service improvements Competent performance observed (assessor initials) Portfolio reference Date outcome achieved Learner signature Assessor initials UR300F4 32

34 Outcome 2 Be able to demonstrate an understanding of the legislation and external regulation that impact on customer service improvements You can: a. Identify relevant customer related legislation and external legislation that may affect the implementation of customer service improvements b. Identify relevant general business legislation and external regulation that may affect the implementation of customer service improvements c. Balance the requirements of legislation and external regulation with the needs of the organisation when implementing customer service improvements Competent performance observed (assessor initials) Portfolio reference Date outcome achieved Learner signature Assessor initials 33 UR300F4

35 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 UR300F4 34

36 Knowledge Outcome 3 Understand the rules that impact on improvements in customer service You can: Portfolio reference / Assessor initials* a. Describe organisational policies, procedures and practices that you need to take into account when you propose improvements in customer service b. Explain how to gain approval to change customer service procedures or practices c. State the limits of your own authority and who else in the organisation needs to be involved if you cannot authorise improvements alone d. Explain how you would involve colleagues or service partners in the implementation of improvements e. Explain relevant legislation and external regulations relating to consumer protection f. Explain relevant legislation and external regulations relating to data protection g. Explain relevant legislation and external regulations relating to disability discrimination and equal opportunities h. Explain relevant legislation and external regulations relating to diversity, inclusion and discrimination for reasons other than disability or equal opportunities i. Explain relevant legislation and external regulations relating to health and safety of customers and colleagues j. Compare the need to balance the requirements of legislation and external regulations with the needs and objectives of your organisation k. Explain legislation and external regulations that affect customer service in your industry in particular * Assessor initials to be inserted if orally questioned. 35 UR300F4