Qualification Specification HABC Level 2 Award in Customer Service (QCF)

Transcription

1 Qualificatin Specificatin HABC Level 2 Award in Custmer Service (QCF) Qualificatin Number: 600/6685/4 Highfield Huse Heavens Walk Lakeside Dncaster Suth Yrkshire DN4 5HZ United Kingdm Tel Tel Fax Inf@highfieldabc.cm Versin 2 April 2013

2 Cntents Intrductin... 3 Qualificatin Details... 3 Key facts... 3 Qualificatin Overview... 3 Entry Requirements... 3 Qualificatin Structure... 3 Assessment Guidance... 3 Age ranges... 4 Gegraphical Cverage... 4 Tutr Requirements... 4 Reasnable Adjustments and Special Cnsideratins... 4 ID requirements... 4 Prgressin... 5 Useful Websites... 5 Recmmended Training Materials... 5 Unit: Principles f Custmer Service

3 HABC Level 2 Award in Custmer Service (QCF) Intrductin This Qualificatin Specificatin is designed t utline all yu need t knw in rder t ffer this qualificatin in yur Centre. If yu have any further questins, please cntact yur Accunt Manager. Qualificatin Details The HABC Level 2 Award in Custmer Service (QCF) has been accredited by the regulatrs f England and Wales (Ofqual and the Welsh Gvernment) and is part f the Qualificatins and Credit Framewrk (QCF). It is supprted by Skills CFA, the Standard Setting Bdy fr business skills. Key facts QAN: 600/6685/4 Learning Aim Reference: Guided learning hurs (GLH): 6 Credit Value: 1 Assessment Methd: Multiple-chice examinatin Qualificatin Overview This qualificatin has been designed fr delivery t any learner wrking r preparing t wrk in a custmer service rle r where using the telephne is a part f their rle. The qualificatin cvers the principles f custmer service including hw t meet custmer expectatins, the imprtance f apprpriate behaviur and cmmunicatin techniques as well as ways t deal with prblem custmers. Entry Requirements There are n prerequisites fr this qualificatin. Hwever, it is advised that learners have a minimum f Level 1 in literacy r numeracy r equivalent. Qualificatin Structure This qualificatin is made up f ne mandatry unit, the details f which are included at the end f this dcument. Assessment Guidance This qualificatin is assessed thrugh a 30-questin multiple-chice questin examinatin. The duratin f the examinatin is 1 hur. Successful learners must achieve a scre f at least 20 ut f 30. Fllwing the assessment, a list f results will be prvided t the Centre Cntacts stating whether learners have passed r failed. Certificates fr successful learners will be dispatched fr distributin by the Centre 3

4 Cntacts. Age ranges This qualificatin is apprved fr delivery t the age ranges 14+. Gegraphical Cverage These qualificatins are suitable fr learners in England, Wales r Nrthern Ireland as well as internatinally. Tutr Requirements HABC require that Nminated Tutrs have teaching experience and either hld a qualificatin r have experience in the relevant subject area. Applicatins t deliver this qualificatin will be assessed individually by an expert in the sectr area. This may include the taking up f references as well as detailed statements f cmpetence in rder t demnstrate hw the applicant s subject area knwledge enables them t deliver the qualificatin. Suitable subject area qualificatins/experience may include: Experience within the hspitality, retail r ther custmer service envirnments Level 2 Certificate in Custmer Service Level 2 NVQ Certificate in Custmer Service Level 3 Certificate in Custmer Service Level 3 NVQ Diplma in Custmer Service Suitable teaching qualificatins include: Level 3 r 4 PTLLS, r abve HABC Level 3 Internatinal Award in Delivering Training (r equivalent) Diplma r Certificate in Educatin Bachelrs r Masters Degree in Educatin City and Guilds Teachers Certificate r equivalent Level 3 r 4 NVQ in Training and/r Develpment Prf f at least 30 hurs f training in any subject Nminated Tutrs shuld als be able t demnstrate relevant experience and knwledge in a wrk cntext and prvide evidence f engagement with the subject field and cntinuing prfessinal develpment. Reasnable Adjustments and Special Cnsideratins HABC has measures in place fr learners wh require additinal supprt. Please see the HABC Reasnable Adjustments Plicy. ID requirements All learners must be instructed t bring phtgraphic identificatin t the assessment t be checked by the invigilatr/assessr. This instructin shuld be given ahead f the curse/assessment when the learner registers and/r with any pre-curse materials. It is the respnsibility f the centre t have systems in place t ensure that the persn taking an 4

5 examinatin/assessment is indeed the persn they are purprting t be. All centres are therefre required t ensure that each learner s phtgraphic identificatin is checked befre they are allwed t undertake the examinatin/assessment and write the type f pht identificatin prvided by each learner n the Learner List under Identificatin Prvided. HABC will accept the fllwing as prf f a learner s identity: Valid passprt (any natinality) Signed UK pht card driving licence Valid warrant card issued by HM Frces, Plice Other phtgraphic ID card, e.g. emplyee ID card (must be current emplyer), student ID card, travel card. Fr mre infrmatin n learner ID requirements, please refer t sectin 8 f the HABC Examinatin and Invigilatin Regulatins cntained within the Cre Manual. Prgressin Prgressin rutes culd include:- Level 2 Certificate in Custmer Service Level 2 NVQ Certificate in Custmer Service Intermediate/Advanced Apprenticeship in Custmer Service Qualificatins in Hspitality r Retail Useful Websites Recmmended Training Materials Level 2 Award in Custmer Service handbk by Highfield.c.uk Ltd Level 2 Award in Custmer Service PwerPint by Highfield.c.uk Ltd 5

6 Unit: Principles f Custmer Service Unit number: H/504/3832 Credit: 1 GLH: 6 Level: 2 Learning Outcmes The learner will: 1. Understand the principles f custmer service 2. Understand hw custmer needs and expectatins are frmed 3. Knw the interpersnal skills and apprpriate behaviur required in the custmer service envirnment Assessment Criteria The learner can: 1.1 Identify the purpse f custmer service 1.2 Describe hw custmer service affects the success f an rganisatin 1.3 Identify the different types f custmers an rganisatin may have 1.4 Identify the range f custmer needs 1.5 Describe hw effective teamwrk impacts n custmer service 2.1 Describe the purpse f an rganisatin s service ffer 2.2 Describe hw custmer expectatins are frmed 2.3 Describe the relatinship between custmer expectatins and custmer satisfactin 2.4 Identify why it is imprtant t ensure effective custmer relatinships are maintained 2.5 Identify methds f btaining custmer feedback and why this is imprtant 3.1 Identify different methds f cmmunicatin 3.2 Describe the range f interpersnal skills required fr effective custmer service 3.3 Explain hw nn-verbal cmmunicatin f the service deliverer can affect the behaviur f the custmer 3.4 Describe hw persnal presentatin, apprach and attitude will influence the perceptin f the service delivered 3.5 Describe the apprpriate behaviur and custmer service skills required when using 6

7 4. Understand the principles f respnding t custmers prblems r cmplaints the telephne 3.6 Explain why it is imprtant t ensure that the custmer is infrmed and reassured at all stages 4.1 Identify cmmn causes f custmer prblems and cmplaints 4.2 Describe the imprtance f adapting methds f cmmunicatin and behaviur t meet the individual needs f custmers 4.3 Describe ways f handling difficult custmer situatins 4.4 Explain the imprtance f respnding t custmer service issues prmptly 7