VTCT Level 3 NVQ Diploma in Customer Service (QCF) · 2014-07-29 · AG30195F_v3 VTCT Level 3 NVQ Diploma in Customer Service (QCF) Accreditation start date: 1 August 2010 Credit

AG30195F_v3

VTCT Level 3 NVQ Diploma in Customer Service (QCF)

Accreditation start date: 1 August 2010Credit value: 42Guided learning hours (GLH): 280 - 360Qualification number: 500/9440/3

Statement of unit achievementBy 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

2

The qualification

Introduction National Occupational Standards (NOS)

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.

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.

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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.

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444

Qualification structure

Mandatory units - 12 credits

VTCT unit code

Ofqual unit reference Unit title Credit

value GLH Level

UR300F3 K/601/1622 Demonstrate understanding of customer service 6 40 3

UR300F4 J/601/1627Demonstrate understanding of the rules that impact on improvements in customer service

6 40 3

Total credits required - 42* (minimum)

4

All mandatory units must be completed. All 42 credits must be achieved, of which, 22 must be at Level 3 or above.

* 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.

Optional units (Group 1) - 1 unit (minimum)

VTCT unit code


value GLH Level

UR200A3 R/601/1212 Communicate effectively with customers 5 33 2

UR200A4 L/601/0933 Give customers a positive impression of yourself and your organisation 5 33 2

UR200A5 D/601/0936 Promote additional services or products to customers 6 40 2

UR200A6 H/601/1215 Process information about customers 5 33 2

UR200A7 M/601/1217 Live up to the customer service promise 6 40 2

UR200A8 T/601/1218 Make customer service personal 6 40 2

UR200A9 M/601/1220 Go the extra mile in customer service 6 40 2

UR20A10 T/601/1221 Deal with customers face to face 5 33 2

UR20A11 F/601/1223 Deal with incoming telephone calls from customers 5 33 2

UR20A12 J/601/1224 Make telephone calls to customers 6 40 2

UR30A13 R/601/1226 Deal with customers in writing or electronically 6 40 3

UR30A14 D/601/1228 Use customer service as a competitive tool 8 53 3

UR30A15 D/601/1231 Organise the promotion of additional services or products to customers 7 47 3

UR30A16 K/601/1233 Build a customer service knowledge set 7 47 3

UR40A17 T/601/1235 Champion customer service 10 67 4

UR40A18 F/601/1237 Make customer service environmentally friendly and sustainable 11 73 4

5555

6

Optional units (Group 2) - 1 unit (minimum) VTCT unit code


value GLH Level

UR200B2 J/601/1210 Deliver reliable customer service 5 33 2

UR200B3 Y/601/1213 Deliver customer service on your customer’s premises 5 33 2

UR200B4 K/601/1216 Recognise diversity when delivering customer service 5 33 2

UR200B5 A/601/1219 Deal with customers across a language divide 8 53 2

UR200B6 A/601/1222 Use questioning techniques when delivering customer service 4 27 2

UR200B7 L/601/1225 Deal with customers using bespoke software 5 33 2

UR200B8 Y/601/1227 Maintain customer service through effective handover 4 27 2

UR300B9 H/601/1229 Deliver customer service using service partnerships 6 40 3

UR30B10 Y/601/1230 Organise the delivery of reliable customer service 6 40 3

UR30B11 H/601/1232 Improve the customer relationship 7 47 3

UR40B12 M/601/1234 Maintain and develop a healthy and safe customer service environment 8 53 4

UR40B13 A/601/1236 Plan, organise and control customer service operations 10 67 4

UR40B14 J/601/1238 Review the quality of customer service 8 53 4

UR40B15 L/601/1239 Build and maintain effective customer relations 8 53 4

UR40B16 F/601/1240 Deliver seamless customer service with a team 8 53 4

6




value GLH Level

UR200C3 M/601/1511 Resolve customer service problems 6 40 2

UR200C4 T/601/1512 Deliver customer service to difficult customers 6 40 2

UR300C5 J/601/1515 Monitor and solve customer service problems 6 40 3

UR300C6 D/601/1519 Apply risk assessment to customer service 10 67 3

UR300C7 D/601/1522 Process customer service complaints 6 40 3

UR400C8 K/601/1524 Handle referred customer complaints 10 67 4

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88



value GLH Level

UR200D1 T/601/1526 Develop customer relationships 6 40 2

UR200D2 A/601/1530 Support customer service improvements 5 33 2

UR200D3 R/601/1534 Develop personal performance through delivering customer service 6 40 2

UR200D4 H/601/1540 Support customers using on-line customer services 5 33 2

UR200D5 M/601/1542 Buddy a colleague to develop their customer service skills 5 33 2

UR200D6 R/601/1548 Develop your own customer service skills through self-study 6 40 2

UR200D7 Y/601/1549 Support customers using self-service technology 5 33 2

UR300D8 D/601/1553 Work with others to improve customer service 8 53 3

UR300D9 H/601/1554 Promote continuous improvement 7 47 3

UR30D10 K/601/1555 Develop your own and others’ customer service skills 8 53 3

UR30D11 H/601/1568 Lead a team to improve customer service 7 47 3

UR30D12 H/601/1571 Gather, analyse and interpret customer feedback 10 67 3

UR30D13 T/601/1574 Monitor the quality of customer service transactions 7 47 3

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Optional units (Group 4 continued)

VTCT unit code


value GLH Level

UR40D14 L/601/1578 Implement quality improvements to customer service 10 67 4

UR40D15 L/601/1581 Plan and organise the development of customer service staff 9 60 4

UR40D16 M/601/1587 Develop a customer service strategy for a part of an organisation 11 73 4

UR40D17 A/601/1592 Manage a customer service award programme 7 47 4

UR40D18 Y/601/1597 Apply technology or other resources to improve customer service 11 73 4

UR40D19 R/601/1601 Review and re-engineer customer service processes 11 47 4

UR40D20 K/601/1605 Manage customer service performance 7 47 4

999

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 www.vtct.org.uk/students. Other questions should be addressed to the tutor, lecturer or assessor.

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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

External Internal

VTCT unit code Unit title Question

paper(s) Observation(s) Assignment(s)

UR300F3 Demonstrate understanding of customer service 0

UR300F4Demonstrate understanding of the rules that impact on improvements in customer service

0

11

1212


12

Optional units (Group 1)

External Internal



UR200A3 Communicate effectively with customers 0

UR200A4Give customers a positive impression of yourself and your organisation

0

UR200A5 Promote additional services or products to customers 0

UR200A6 Process information about customers 0

UR200A7 Live up to the customer service promise 0

UR200A8 Make customer service personal 0

UR200A9 Go the extra mile in customer service 0

UR20A10 Deal with customers face to face 0

UR20A11 Deal with incoming telephone calls from customers 0

UR20A12 Make telephone calls to customers 0

UR30A13 Deal with customers in writing or electronically 0

UR30A14 Use customer service as a competitive tool 0

UR30A15Organise the promotion of additional services or products to customers

0

UR30A16 Build a customer service knowledge set 0

UR40A17 Champion customer service 0

UR40A18Make customer service environmentally friendly and sustainable

0

13


External Internal



UR200B2 Deliver reliable customer service 0

UR200B3 Deliver customer service on your customer’s premises 0

UR200B4 Recognise diversity when delivering customer service 0

UR200B5 Deal with customers across a language divide 0

UR200B6 Use questioning techniques when delivering customer service 0

UR200B7 Deal with customers using bespoke software 0

UR200B8 Maintain customer service through effective handover 0

UR300B9 Deliver customer service using service partnerships 0

UR30B10 Organise the delivery of reliable customer service 0

UR30B11 Improve the customer relationship 0

UR40B12Maintain and develop a healthy and safe customer service environment

0

UR40B13 Plan, organise and control customer service operations 0

UR40B14 Review the quality of customer service 0

UR40B15 Build and maintain effective customer relations 0

UR40B16 Deliver seamless customer service with a team 0

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1414


14


External Internal



UR200C3 Resolve customer service problems 0

UR200C4 Deliver customer service to difficult customers 0

UR300C5 Monitor and solve customer service problems 0

UR300C6 Apply risk assessment to customer service 0

UR300C7 Process customer service complaints 0

UR400C8 Handle referred customer complaints 0

15


External Internal



UR200D1 Develop customer relationships 0

UR200D2 Support customer service improvements 0

UR200D3Develop personal performance through delivering customer service

0

UR200D4 Support customers using on-line customer services 0

UR200D5 Buddy a colleague to develop their customer service skills 0

UR200D6 Develop your own customer service skills through self-study 0

UR200D7 Support customers using self-service technology 0

UR300D8 Work with others to improve customer service 0

UR300D9 Promote continuous improvement 0

UR30D10 Develop your own and others’ customer service skills 0

UR30D11 Lead a team to improve customer service 0

UR30D12 Gather, analyse and interpret customer feedback 0

UR30D13 Monitor the quality of customer service transactions 0

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16


16

Optional units (Group 4 continued)

External Internal



UR40D14 Implement quality improvements to customer service 0

UR40D15 Plan and organise the development of customer service staff 0

UR40D16Develop a customer service strategy for a part of an organisation

0

UR40D17 Manage a customer service award programme 0

UR40D18Apply technology or other resources to improve customer service

0

UR40D19 Review and re-engineer customer service processes 0

UR40D20 Manage customer service performance 0

1616

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Description

VTCT product code

All units are allocated a unique VTCT product code for identification purposes. This code should be quoted in all queries and correspondence to VTCT.

Unit title The title clearly indicates the focus of the unit.

National Occupational Standards (NOS)

NOS describe the skills, knowledge and understanding needed to undertake a particular task or job to a nationally recognised level of competence.

Level

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).

Credit valueThis 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.

Guided Learning Hours (GLH)

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.

Observations This indicates the minimum number of observations required to achieve the unit.

Learning outcomes

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.

Evidence requirements This section provides guidelines on how evidence must be gathered.

Observation outcome

An observation outcome details the practical tasks that must be completed to achieve the unit.

Knowledge outcome

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

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.

Range The range indicates what must be covered. Ranges must be practically demonstrated in parallel to the unit’s observation outcomes.

Unit glossary

171717

Notes Use this area for notes and diagrams

18

UR300F3Demonstrate understanding of customer service

UR300F3_v3

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.

GLH

Credit value

Level

NOS

Observations

External paper(s)

40

6

3

F3

1

0

On completion of this unit you will:

Learning outcomes Evidence requirements

Demonstrate understanding of customer service

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

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, e-mail, 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

Achieving observation outcomes Achieving range

Achieving observations and range

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.

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.

There is no range section that applies to this unit.

UR300F322

Outcome 1

Observations

Date outcome achieved

Learner signature

Assessor initials


Learner signature

Assessor initials

Be able to follow your organisation’s accepted customer service language

You can:Competent performance observed (assessor initials)

Portfolio reference

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

UR300F3 23

Outcome 2


Learner signature

Assessor initials

Be able to apply customer service principles in your customer service role


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

UR300F324

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.

UR300F3 25

Knowledge

UR300F326

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

Outcome 3

* Assessor initials to be inserted if orally questioned.

UR300F3 27

Outcome 3 (continued)

Understand the principles of customer service


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


UR300F328

Notes Use this area for making notes and drawing diagrams

UR300F4Demonstrate understanding of the rules that impact on improvements in customer service

UR300F4_v3

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.

GLH

Credit value

Level

NOS

Observations

External paper(s)

40

6

3

F4

1

0

On completion of this unit you will:

Learning outcomes Evidence requirements

UR300F4 30

Demonstrate understanding of the rules that impact on improvements in customer service

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.

Achieving observation outcomes Achieving range

Achieving observations and range

31 UR300F4

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.

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.

There is no range section that applies to this unit.

Outcome 1

Observations

UR300F4 32


Learner signature

Assessor initials


Learner signature

Assessor initials

Be able to demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements


Portfolio reference

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

Outcome 2


Learner signature

Assessor initials

33 UR300F4

Be able to demonstrate an understanding of the legislation and external regulation that impact on customer service improvements


Portfolio reference

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

Developing knowledge

UR300F4 34

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.

Knowledge

Understand the rules that impact on improvements in customer service


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


Outcome 3

35 UR300F4

Documents

VTCT Level 3 NVQ Diploma in Customer Service (QCF) · 2014-07-29 · AG30195F_v3 VTCT Level 3 NVQ Diploma in Customer Service (QCF) Accreditation start date: 1 August 2010 Credit