KPA Level 2 NVQ Certificate In Customer Service (QCF) (QRN: 600/3536/5) Qualification for Mandatory units
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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 3 of 17 Date: October 2013
Qualification Fast Facts Title KPA Qualification number 600/3536/5 Aim Guided learning hours This qualification is aimed at learners already working in Customer Service support roles seeking to enhance their skills and knowledge as well as being suitable for those wanting to embark in a career in Customer Service Minimum 192 Maximum 228 Credit value 28 Entry requirements / Recommendations Learners must be at least 16 years old, centres may apply additional requirements to meet employers industry needs. Progression Recommended assessment methods Grading system Candidates can use this qualification as part of the Intermediate Level Apprenticeship and Advanced Level Apprenticeship frameworks in Customer Service, take the related technical certificate qualification, or consider other related qualifications in areas such as Business 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 4 of 17 Date: October 2013
Qualification Introduction The Level 2 NVQ Certificate in Customer Service qualification is a vocationally-related, credit-based qualification, designed to expand the general knowledge and understanding of the customer service sector whilst confirming occupational competence. Whether candidates are already employed within the field, or are looking at this area as a future career path, the qualification will provide the essential occupational competence needed to function within the customer service environment. The Level 2 NVQ Certificate is a component of the Immediate 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 8 Group B Customer Service Optional units 47 Minimum 20 (At least 1 unit from each optional group must be selected.) Total credit requirement 28 (15 credits must be from Level 2 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 5 of 17 Date: October 2013
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 CS100 F/601/1609 Communicate using customer service language 1 30 4 Competency 13 CS202 L/601/1614 Follow the rules to deliver customer service 2 30 4 Competency 15 Version: 2.0 Page 6 of 17 Date: October 2013
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 CS101 R/601/1209 Maintain a positive and customer-friendly attitude 1 33 5 Competency CS102 L/601/1211 Adapt your behaviour to give a good customer service impression 1 33 5 Competency CS203 R/601/1212 Communicate effectively with customers 2 33 5 Competency CS204 L/601/0933 Give customers a positive impression of yourself and your organisation 2 33 5 Competency CS205 D/601/0936 Promote additional services or products to customers 2 40 6 Competency CS206 H/601/1215 Process information about customers 2 33 5 Competency CS207 M/601/1217 Live up to the customer service promise 2 40 6 Competency CS208 T/601/1218 Make customer service personal 2 40 6 Competency CS209 M/601/1220 Go the extra mile in customer service 2 40 6 Competency CS210 T/601/1221 Deal with customers face to face 2 33 5 Competency CS211 F/601/1223 Deal with incoming telephone calls from customers 2 33 5 Competency Version: 2.0 Page 7 of 17 Date: October 2013
Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS212 J/601/1224 Make telephone calls to customers 2 40 6 Competency CS302 R/601/1226 Deal with customers in writing or electronically 3 40 6 Competency CS303 D/601/1228 Use customer service as a competitive tool 3 53 8 Competency CS304 D/601/1231 Organise the promotion of additional services or products to customers 3 47 7 Competency CS305 K/601/1233 Build a customer service knowledge set 3 47 7 Competency Group B02: Delivery CS103 A/601/1205 Do your job in a customer friendly way 1 33 5 Competency CS213 J/601/1210 Deliver reliable customer service 2 33 5 Competency CS214 Y/601/1213 Deliver customer service on your customer s premises 2 33 5 Competency CS215 K/601/1216 Recognise diversity when delivering customer service 2 33 5 Competency CS216 A/601/1219 Deal with customers across a language divide 2 53 8 Competency CS217 A/601/1222 Use questioning techniques when delivering customer service 2 27 4 Competency CS218 L/601/1225 Deal with customers using bespoke software 2 33 5 Competency Version: 2.0 Page 8 of 17 Date: October 2013
Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS219 Y/601/1227 Maintain customer service through effective handover 2 27 4 Competency CS306 H/601/1229 Deliver customer service using service partnerships 3 40 6 Competency CS307 Y/601/1230 Organise the delivery of reliable customer service 3 40 6 Competency CS308 H/601/1232 Improve the customer relationship 3 47 7 Competency Group B03: Handling Problems CS104 M/601/1508 Recognise and deal with customer queries, requests and problems 1 33 5 Competency CS105 T/601/1509 Take details of customer service problems 1 27 4 Competency CS220 M/601/1511 Resolve customer service problems 2 40 6 Competency CS221 T/601/1512 Deliver customer service to difficult customers 2 40 6 Competency CS309 J/601/1515 Monitor and solve customer service problems 3 40 6 Competency CS310 D/601/1519 Apply risk assessment to customer service 3 67 10 Competency CS311 D/601/1522 Process customer service complaints 3 40 6 Competency Group B04: Development and Improvement CS222 T/601/1526 Develop customer relationships 2 40 6 Competency Version: 2.0 Page 9 of 17 Date: October 2013
Unit number Register Ref Unit Title Level GLH Credit Value Knowledge/ Competency Barred Units? CS223 A/601/1530 Support customer service improvements 2 33 5 Competency CS224 R/601/1534 Develop personal performance through delivering customer service 2 40 6 Competency CS225 H/601/1540 Support customers using on-line customer services 2 33 5 Competency CS226 M/601/1542 Buddy a colleague to develop their customer service skills 2 33 5 Competency CS227 R/601/1548 Develop your own customer service skills through self-study 2 40 6 Competency CS228 Y/601/1549 Support customers using self-service technology 2 33 5 Competency CS312 D/601/1553 Work with others to improve customer service 3 53 8 Competency CS313 H/601/1554 Promote continuous improvement 3 47 7 Competency CS314 K/601/1555 Develop your own and others' customer service skills 3 53 8 Competency CS315 H/601/1568 Lead a team to improve customer service 3 47 7 Competency CS316 H/601/1571 Gather, analyse and interpret customer feedback 3 67 10 Competency CS317 T/601/1574 Monitor the quality of customer service transactions 3 47 7 Competency Version: 2.0 Page 10 of 17 Date: October 2013
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 Details of the relationship 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. The NOS that the unit meets. Version: 2.0 Page 11 of 17 Date: October 2013
between the unit and relevant national occupational standards Support of the unit by a sector or other appropriate body Authority who has recognised this unit as suitable for the sector Version: 2.0 Page 12 of 17 Date: October 2013
Unit Title Communicate using customer service language Unit Number CS100 Register Ref F/601/1609 Level 1 Credit 4 GLH 30 Aim This unit is about the language and basic principles that are the heart of customer service and the skills needed to communicate effectively with customers and colleagues. It also covers how the learner fits into the customer service picture in their organisation and the contribution of their job to good customer service. The individual needs to be able to describe and explain the services or products that their organisation offers and how it delivers customer service. Learning Outcome The learner will 1 Identify customers and their characteristics and expectations Assessment Criteria The learner can 1.1 Recognise typical customers and their expectations 1.2 Discuss customer expectations with colleagues using recognised customer service language 1.3 Follow procedures through which they and their colleagues deliver effective customer service 2 Identify their organisation s services and products 2.1 Outline their organisation s services and products to customers 2.2 Greet customers politely and positively 2.3 List the information they need to deliver effective customer service and where that information can be found Version: 2.0 Page 13 of 17 Date: October 2013
Learning Outcome The learner will 3 Know how to communicate using customer service language Assessment Criteria The learner can 3.1 Identify the differences between an internal customer and an external customer 3.2 List their organisation s services or products 3.3 Describe the connection between customer expectations and customer satisfaction in customer service 3.4 Describe why organisation procedures are important to good customer service 3.5 Explain why teamwork is central to good customer service 3.6 Identify the service offer of their organisation 3.7 Identify the part they play in delivering customer service 3.8 Identify who are their customers 3.9 Describe the main characteristics of typical customers that they deal with 3.10 Identify what impresses their customers and what annoys their customers 3.11 Identify who s who and who does what to deliver customer service in their organisation 3.12 Describe the kinds of information they need to give good customer service to customers 3.13 Explain how to find information about their organisation s services or products 3.14 List typical customer service problems in their work and who should be told about them 3.15 Explain how the way they behave affects their customer s service experience Assessment Strategy 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. Details of the relationship between the unit and relevant national occupational standards Support of the unit by a sector or other appropriate body This Unit directly relates to Unit F1 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. Version: 2.0 Page 14 of 17 Date: October 2013
Unit Title Follow the rules to deliver customer service Unit Number CS202 Register Ref L/601/1614 Level 2 Credit 4 GLH 30 Aim This unit requires the learner to and understand the all rules that apply to customer service delivered by their organisation and how they apply to the learner and their job. Learning Outcome The learner will 1. Follow their organisation s customer service practices and procedures Assessment Criteria The learner can 1.1 Follow organisational practices and procedures that relate to their customer service work 1.2 Recognise the limits of what they are allowed to do when delivering customer service 1.3 Refer to somebody in authority when they need to 1.4 Work in a way that protects the security of customers and their property 1.5 Work in a way that protects the security of information about customers 2. Know how to follow the rules to deliver customer service 2.1 Describe organisational practices and procedures that relate to their customer service work 2.2 Identify the limits of what they are allowed to do when delivering customer service 2.3 Explain when and how they should refer to somebody in authority about the rules for delivering customer service 2.4 Explain how they protect the security of customers and their property 2.5 Explain how they protect the security of information about customers 2.6 Describe their health and safety responsibilities as they relate to their customer service work 2.7 Explain their responsibilities to deliver customer service treating customers equally 2.8 Explain why it is important to respect customer and organisation confidentiality 2.9 List the main things they must do and not do in their job under legislation that affects their customer service work 2.10 List the main things that they must do and not do in their job under external regulations that affect their customer service work Version: 2.0 Page 15 of 17 Date: October 2013
Assessment Strategy 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. Details of the relationship between the unit and relevant national occupational standards Support of the unit by a sector or other appropriate body This Unit directly relates to Unit F2 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. You must provide evidence of following the rules to deliver customer service: a) during routine delivery of customer service b) during a busy time in your job c) during a quiet time in your job d) when people, systems or resources have let you down Version: 2.0 Page 16 of 17 Date: October 2013
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 2 NVQ Certificate in Customer Service(QCF) Name Are you a Tutor? Learner? Centre Name Contact details Telephone: Email: 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: Email Fax Post kpaenquiries@kaplan.co.uk 020 7645 8978 Feedback Kaplan Professional Awards, 100 Cannon Street London EC4N 6EUT Version: 2.0 Page 17 of 17 Date: October 2013