VTCT Level 2 NVQ Certificate in Customer Service (QCF) · 2014-07-29 · VTCT Level 2 NVQ Certificate in Customer Service (QCF) Accreditation start date: 1 August 2010 ... the Council

AG20194F_v3

VTCT Level 2 NVQ Certificate in Customer Service (QCF)

Accreditation start date: 1 August 2010Credit value: 28Guided learning hours (GLH): 192 - 228Qualification number: 501/0018/X

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

UR100F1

UR200F2

Optional units Please insert optional units achieved

2

The qualification

Introduction National Occupational Standards (NOS)

The VTCT Level 2 NVQ Certificate in Customer Service (QCF) is a vocational qualification that focuses on the development of the requisite knowledge, understanding and skills to prepare you for the delivery of effective customer service.

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 2 NVQ Certificate in Customer Service (QCF) provides progression opportunities to Level 3 studies including:

• VTCT Level 3 Certificate in Customer Service (QCF)

• VTCT Level 3 NVQ Diploma in Customer Service (QCF)

The qualification also provides a sound base for progression into employment within the customer service industry.

3

444

Qualification structure

Mandatory units - 8 credits

VTCT unit code

Ofqual unit reference Unit title Credit

value GLH Level

UR100F1 F/601/1609 Communicate using customer service language 4 30 1

UR200F2 L /601/1614 Follow the rules to deliver customer service 4 30 2

Total credits required - 28* (minimum)

4

All mandatory units must be completed.

* A minimum of 1 unit must be achieved from each optional unit group, totalling a least 20 credits. A minimum of 15 credits must be at Level 2 or above.

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


value GLH Level

UR100A1 R/601/1209 Maintain a positive and customer-friendly attitude 5 33 1

UR100A2 L/601/1211 Adapt your behaviour to give a good customer service impression 5 33 1

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

5555

6



value GLH Level

UR100B1 A/601/1205 Do your job in a customer friendly way 5 33 1

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

6




value GLH Level

UR100C1 M/601/1508 Recognise and deal with customer queries, requests and problems 5 33 1

UR100C2 T/601/1509 Take details of customer service problems 4 27 1

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

7

88 8



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

8


9

Guidance on assessment

External assessment (any requirements will be shown in the unit)

Externally assessed question papers completed electronically will be set and marked by VTCT.

Externally assessed hard-copy question papers will be set by VTCT, marked by centre staff and sampled by VTCT external verifiers.

This book contains the mandatory units that make up this qualification. Optional units will be provided in additional booklets (if applicable). Where indicated, VTCT will provide assessment materials. Assessments may be internal or external. The method of assessment is indicated in each unit.

Internal assessment (any requirements will be shown in the unit)

Assessment is set, marked and internally verified by the centre to clearly demonstrate achievement of the learning outcomes. Assessment is sampled by VTCT external verifiers.

Assessment explained

9

VTCT courses are assessed and verified by centre staff. Work will be set to improve your practical skills, knowledge and understanding. For practical elements, you will be observed by your assessor. All your work must be collected in a portfolio of evidence and cross-referenced to requirements listed in this record of assessment book.

Your centre will have an internal verifier whose role is to check that your assessment and evidence is valid and reliable and meets VTCT and regulatory requirements.

An external verifier, appointed by VTCT, will visit your centre to sample and quality-check assessments, the internal verification process and the evidence gathered. You may be asked to attend on a different day from usual if requested by the external verifier.

This record of assessment book is your property and must be in your possession when you are being assessed or verified. It must be kept safe. In some cases your centre will be required to keep it in a secure place. You and your course assessor will together complete this book to show achievement of all learning outcomes, assessment criteria and ranges.

9

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.

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

External Internal

VTCT unit code Unit title Question

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

UR100F1 Communicate using customer service language 0

UR200F2 Follow the rules to deliver customer service 0

11

1212


12

Optional units (Group 1)

External Internal



UR100A1 Maintain a positive and customer-friendly attitude 0

UR100A2 Adapt your behaviour to give a good customer service impression 0

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

13


External Internal



UR100B1 Do your job in a customer friendly way 0

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

1313

1414


14


External Internal



UR100C1 Recognise and deal with customer queries, requests and problems 0

UR100C2 Take details of customer service problems 0

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

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

1515

Unit glossary

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.

16

UR100F1Communicate using customer service language

Unit Description

UR100F1_v6

You need to be able to communicate with customers and colleagues using language and concepts that they can understand. This unit is about the language and basic principles that are at the heart of customer service, and the skills you need to communicate effectively with customers and colleagues. It also covers how you fit into the customer service picture in your organisation and the contribution of your job to good customer service. You need to be able to describe and explain the services or products that your organisation offers and how it delivers customer service. This means that you need to use the right language to describe customer service and describe why an organisation needs to balance customer needs with what the organisation is willing and able to provide. Using that language, the unit will help you to understand how you and your job fit in. Everybody involved in customer service needs to know the customer service content of their job.

GLH

Credit value

Level

NOS

Observations

External paper(s)

30

4

1

F1

1

0

On completion of this unit you will:

Learning outcomes Evidence requirements

UR100F1

Communicate using customer service language

1. Be able to identify customers and their characteristics and expectations

2. Be able to identify your organisation’s services and products

3. Know how to communicate using customer service language

19

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.

4. 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.

5. There is no external paper requirement for this unit.

Achieving observation outcomes Achieving range

Achieving observations and range

UR100F1

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.

20

Outcome 1

Observations

UR100F1

Date outcome achieved

Learner signature

Assessor initials


Learner signature

Assessor initials

Be able to identify customers and their characteristics and expectations

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Recognise typical customers and their expectations

b. Discuss customer expectations with colleagues using recognised customer service language

c. Follow procedures through which you and your colleagues deliver effective customer service

21

Outcome 2

UR100F1


Learner signature

Assessor initials

22

Be able to identify your organisation’s services and products

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Outline your organisation’s services and products to customers

b. Greet customers politely and positively

c. List the information you need to deliver effective customer service and where that information can be found

Developing knowledge

UR100F1 23

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

UR100F122

Know how to communicate using customer service language

You can: Portfolio reference /Assessor initials*

a. Identify the differences between an internal customer and an external customer

b. List your organisation’s services or products

c. Describe the connection between customer expectations and customer satisfaction in customer service

d. Describe why organisation procedures are important to good customer service

e. Explain why teamwork is central to good customer service

f. Identify the service offer of your organisation

g. Identify the part you play in delivering customer service

h. Identify who your customers are

i. Describe the main characteristics of typical customers that you deal with

j. Identify what impresses your customers and what annoys your customers

k. Identify who’s who and who does what to deliver customer service in your organisation

l. Describe the kinds of information you need to give good customer service to customers

m. Explain how to find information about your organisation’s services or products

n. List typical customer service problems in your work and who should be told about them

o. Explain how the way you behave affects your customer’s service experience

* Assessor initials to be inserted if orally questioned.

Outcome 3

UR200F2Follow the rules to deliver customer service

Unit Description

UR200F2_v7

There are rules set by organisations about what you can and cannot do for customers. Some of those rules are the result of general responsibilities set by legislation and apply to everybody, others are specific to an industry so are followed by your organisation because of the business you are in. Some rules are set by your organisation alone because of the particular way it wants its customer service to be delivered. This unit requires you to show that you know and understand all the rules that apply to customer service delivered by your organisation and how they apply to you and your job.

GLH

Credit value

Level

NOS

Observations

External paper(s)

30

4

2

F2

1

0

On completion of this unit you will:

Learning outcomes Evidence requirements

UR200F2

Follow the rules to deliver customer service

1. Be able to follow your organisation’s customer service practices and procedures

2. Know how to follow the rules to deliver customer service

25

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.

4. 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.

5. You must provide evidence of following the rules to deliver customer service:

• during routine delivery of customer service

• during a busy time in your job• during a quiet time in your job• when people, systems or resources have

let you down.

6. There is no external paper requirement for this unit.

Achieving observation outcomes Achieving range

UR200F2

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.

The range section indicates what your portfolio must include. Your assessor will document the portfolio reference once a range has been competently achieved.

26

Outcome 1

Observations

UR200F2


Learner signature

Assessor initials


Learner signature

Assessor initials

Be able to follow your organisation’s customer service practices and procedures

You can:

Competent performance observed (assessor initials)

Portfolio reference

a. Follow organisational practices and procedures that relate to your customer service work

b. Recognise the limits of what you are allowed to do when delivering customer service

c. Refer to somebody in authority when you need to

d. Work in a way that protects the security of customers and their property

e. Work in a way that protects the security of information about customers

27

Range

UR200F228

Your portfolio must include:

Evidence of following the rules to deliver customer service Portfolio reference

during routine delivery of customer service

during a busy time in your job

during a quiet time in your job

when people, systems or resources have let you down

Developing knowledge

UR200F2 29

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

UR200F230

Know how to follow the rules to deliver customer service

You can: Portfolio reference /Assessor initials*

a. Describe organisational practices and procedures that relate to your customer service work

b. Identify the limits of what you are allowed to do when delivering customer service

c. Explain when and how you should refer to somebody in authority about the rules for delivering customer service

d. Explain how you protect the security of customers and their property

e. Explain how you protect the security of information about customers

f. Describe your health and safety responsibilities as they relate to your customer service work

g. Explain your responsibility to treat customers equally when delivering customer service

h. Explain why it is important to respect customer and organisation confidentiality

i. List the main things you must do and not do in your job under legislation that affects your customer service work

j. List the main things that you must do and not do in your job under external regulations that affect your customer service work

* Assessor initials to be inserted if orally questioned.

Outcome 2

VTCT Level 2 NVQ Certificate in Customer Service (QCF) · 2014-07-29 · VTCT Level 2 NVQ Certificate in Customer Service (QCF) Accreditation start date: 1 August 2010 ... the Council

Documents