e Learner Pack highfi HABC Lev el 3 Diploma in Customer ... · PDF fileOrganise and deliver...

HABC Level 3 Diploma in

Customer Service (QCF)

Qualification Number: 601/4027/6

Learner Pack

Highfield Place

Unit 15 Shaw Wood

Business Park

Shaw Wood Way

Wheatley Hills

Doncaster

South Yorkshire

DN2 5TB

United Kingdom

Tel +44 08452260350

Tel +44 01302363277

Fax +44 08452260360

[email protected]

www.highfieldabc.com

Version 1 September 2014

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Highfield House

Heavens Walk

Lakeside

Doncaster

South Yorkshire

DN4 5HZ

United Kingdom

Tel +44 08452260350

Tel +44 01302363277

Fax +44 08452260360

[email protected]

www.highfieldabc.com

HABC Level 3 Diploma in Customer Service (QCF)

Contents

Introduction ………………………………………………………………………………..……………… 3

Supporting Documentation - Guidance ………………………………………………………. 4

Supporting Documentation - Qualification Specific

• Unit Achievement Summary Sheet ……………………………………………………. 5

• Specimen Signature Sheet ………………………………………………………………… 7

• Assessment/Action Plan Sheet ………………………………………………………….. 8

• Assessment Record Sheet ………………………………………………………….……… 9

• Assessment Feedback Sheet ……………………………………………………………… 10

• Evidence Tracking Sheets …………………………………………………………..……… 11


Introduction

Welcome to the HABC Level 3 Diploma in Customer Service (QCF) Learner Pack. This pack has been

put together to help learners compile and keep track of evidence to support the successful

completion of the qualification.

Assessors must ensure that the learner’s portfolio sufficiently covers all learning outcomes and

assessment criteria as defined in each unit of the qualification. All unit details are listed in the

Qualification Specification which is available to download from the HABC website.

The evidence collected to make up the portfolio will be in a variety of formats. Assessors are

responsible for ensuring learners compile their portfolio correctly by gathering evidence for each

unit that is both adequate and suitable for the requirements of the unit/qualification.

Suggested types of evidence for this qualification include the following all of which could be

gathered in the classroom, the workplace or at home:

• Observation;

• Questions;

• Products of work;

• Professional discussion;

• Witness testimonies;

• Learning logs; and

• Video or audio recordings.


Supporting Documentation - Guidance

This pack includes a number of supporting forms for Centres to use. Guidance on each of the forms

is included below. If Centres have and wish to use their own forms, these must be approved by the

Quality Support team at HABC or your EQS officer prior to running a course.

Unit Achievement Summary Sheet

The unit achievement summary sheet provides an overview of the units contained within the

qualification and permits learners, assessors and internal quality assurance officers to track progress

through the qualification. This sheet also acts to confirm learner achievement of the qualification –

certification sign off.

Specimen Signature Sheet All individuals involved in the assessment process must sign the example specimen signature sheet.

This includes any witnesses, assessors, the learner themselves and the EQS.

Assessment/Action Plan Sheet

This action plan is an example form that assessors can use when planning with the learner what they

must achieve by the next assessment visit. These plans are to be written and agreed with the

learner, ensuring both parties are aware of what is required for the following assessment visit.

It is recommended that the appropriate Assessment Criteria the learner is intending to cover are

listed in the first column, with a planned action for the learner to complete by a set deadline in the

second and third columns. All agreed actions will be reviewed on the following assessment visit and

new actions will then be established and further action plans developed.

Assessment Record Sheet The assessment record can be used to record all types of assessor decisions. The record can be used

for more than one type of evidence and should provide an audit trail for each visit with the learner.

The original document should be held by the Centre in a separate location to the learner’s portfolio,

in case the portfolio is lost. A copy should be placed in the learner’s portfolio so that they are aware

of progress towards the completion of the unit and/or qualification.

Evidence Tracking Sheet These sheets are provided to help learners and assessors keep track of the progress each learner is

making in completing their portfolio. They are designed to show at a glance what a learner has

already covered and what there is left to do to complete a unit.

This document can also be used as a table of contents for the evidence contained in the portfolio. It

will signpost where each item of evidence is located and therefore make it easier for tutors/

assessors, IQA and EQS to check and assess.

A sample completed tracking sheet has been included for your reference. HABC has also included

tracking sheets for the units contained in this qualification.

Unit Achievement Summary Sheet


Qualification Structure

The qualification consists of 6 mandatory units and 39 optional units.

Mandatory Group A

Tick

box Unit Level

Credit

Value Date of completion

� Organise and deliver customer service 3 5

� Understand the customer service environment 3 5

� Understand customers and customer retention 3 4

� Resolve customers’ problems 3 4

� Principles of business 3 10

� Manage personal and professional development 3 3

Optional Group B (Learners may achieve a minimum of 15 credits from this group.)

Tick

box Unit Level

Credit


Develop resources to support consistency of customer service delivery 3 5

Use service partnerships to deliver customer service 3 3

Resolve customers’ complaints 3 4

Gather, analyse and interpret customer feedback 3 5


Monitor the quality of customer service interactions 3 5

Communicate verbally with customers 2 3

Communicate with customers in writing 2 3

Promote additional products and/or services to customers 2 2

Exceed customer expectations 2 3

Deliver customer service whilst working on customer’s premises 2 4

Deliver customer service to challenging customers 2 3

Develop customer relationships 2 3

Support customer service improvements 2 3

Support customers through real-time online customer service 2 3

Support customers using self-service equipment 2 3

Use social media to deliver customer service 2 3

Provide post transaction customer service 2 5

Champion customer service 4 4

Build and maintain effective customer relations 4 6

Manage a customer service award programme 4 4

Manage the use of technology to improve customer service 4 4

Develop a social media strategy for customer service 4 5


Optional Group C (Learners may achieve a maximum of 9 credits from this group.)

Tick

box Unit Level

Credit


Negotiate in a business environment 3 4

Promote equality, diversity and inclusion in the workplace 3 3

Manage team performance 3 4

Manage individuals’ performance 3 4

Collaborate with other departments 3 3

Negotiating, handling objections and closing sales 3 4

Obtaining and analysing sales related information 3 4

Buyer behaviours in sales situations 3 3

Manage incidents referred to a contact centre 3 6

Lead direct sales activities in a contact centre team 3 4

Manage diary systems 2 2

Contribute to the organisation of an event 2 3

Provide reception services 2 3

Buddy a colleague to develop their skills 2 3

Employee rights and responsibilities 2 2

Processing sales orders 2 2

Bespoke Software 3 4


Declaration

I confirm that the evidence provided by the Learner has been produced and authenticated in accordance with the assessment specification for this qualification

and that the assessment was carried out under the specific conditions for the qualification.

Assessor Signature Date:

IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:

Specimen Signature Sheet

Learner Assessor

Date Location

Name Designation e.g.

Assessor, EQS

Specimen Signature Specimen

Initials

Contact

Number

Assessment/Action Plan Sheet

Learner

Name

Assessor

Name

Target set Learning

Outcome/

Assessment

Criteria

Agreed activity/evidence Target date Assessment

Method Target Achieved

Completed (assessor signature)

Learner

Signature Date

Planned

next visit:

Assessor

Signature Date

Assessment Record Sheet

Learner Assessor

Date Location

Assessment Method

EV Ref Details of the type of evidence and assessment criteria covered

Assessor Signature:

Learner/Witness Signature:

Assessment method key:

Obs Observation Sim Simulation/assignment O Other

Pe Product evidence Wt Witness testimony D Discussion

Q Questioning R RPL


Assessment Feedback

Learner Assessor

Feedback

Action Plan

Learner Signature: Date

Assessor Signature: Date

HABC Level 3 Diploma in Customer Service (QCF) 13

Evidence Tracking Sheet – Example

Learner Name

Centre Name

Unit 1: Example Unit in a Qualification (A/123/4567)

Knowledge Assessment Criteria

Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date

1. 1.1 Obs 1

2. 2.1 D, Wt 2

2.2 Sim 3, 5

4. 4.1 Q, D 8


Obs Observation Wt Witness testimony

Pe Product evidence R RPL

Q Questioning O Other

Sim Simulation/assignment D Discussion

Learner Signature Date:


IQA Signature

(if sampled)

Date:

EQS Signature

(if sampled)

Date:

Insert the date that

the Assessment

Criteria was fully met

If sampled, the IQA/EQS must also

sign and date this tracking sheet

Fill in each assessment

method used using the

key Once all assessment

criteria and range

have been met, the

learner and assessor

must sign and date

this tracking sheet

Fill in the portfolio

reference for each

assessment criteria


Evidence Tracking Sheets

Learner Name

Centre Name

Mandatory Unit 1: Organise and deliver customer service - L/506/2150

Assessment Criteria


1. Understand how to organise

customer service delivery

1.1. Explain how different methods of

promoting products and/or

services impact on customer

service delivery

1.2. Explain who should be involved in

the organisation of customer

service delivery

1.3. Explain the importance of

differentiating between

customers’ wants, needs and

expectations

1.4. Explain different ways of

segmenting customer groups

1.5. Explain how customer

segmentation is used in


organising customer service

delivery

1.6. Explain how to analyse the

“customer journey”

2. Be able to plan the delivery

of customer service

2.1. Identify customers’ needs and

expectations

2.2. Map the “customer journey”

2.3. Confirm that systems and

structures are in place to enable

the delivery of agreed standards

of customer service

2.4. Prepare the resources needed to

deliver products and/or services

to different types of customers

2.5. Plan how to deal with unexpected

additional workloads

2.6. Allocate priorities to address

points of service failure

3. Be able to deliver customer

service

3.1. Take steps to ensure that the

needs of customers are balanced

with organisational objectives


3.2. Agree realistic and achievable

actions with customers

3.3. Identify areas for improvement in

their own customer service

delivery

3.4. Adapt their own customer service

delivery to meet customers’

changing expectations








IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:



Learner Name

Centre Name

Mandatory Unit 2: Understand the customer service environment - Y/506/2152

Assessment Criteria


1. Understand the concepts and

practices underpinning


1.1. Explain the value of customer

service as a competitive tool

1.2. Explain the process of mapping

the customer journey and its

importance in delivering effective

customer service

1.3. Describe techniques used to

identify service failures

1.4. Explain the concept and

importance of the service profit

chain

1.5. Describe methods of measuring

organisational effectiveness in


the delivery of customer service

2. Understand the relationship

between customer service

and a brand

2.1. Explain the importance of a brand

to customers and to an

organisation

2.2. Explain how branding can

influence customers’ perception

of an organisation and its

products and/or services

2.3. Explain the potential impact of

good and poor customer service

on a brand

3. Understand the structure of

customer service

3.1. Explain the features of different

customer service models and

customer service standards

3.2. Explain the relationship between

customer service and operational

areas of an organisation


customer service and continuous

improvement processes

3.4. Explain the costs and benefits of

customer service to an


organisation

3.5. Explain the impact of

organisational values on how

customers create their

expectations

3.6. Explain how organisational values

impact on meeting customer

expectations

4. Understand the implications

of legislation on customer

service delivery

4.1. Explain the implications of

consumer-related legislation on


4.2. Explain the implications of

confidentiality and data

protection legislation for the

collection, storage and use of

customer information









IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:



Learner Name

Centre Name

Mandatory Unit 3: Understand customers and customer retention - J/506/2910

Assessment Criteria


1. Understand Customer

Relationship

Management (CRM)

1.1. Explain the concept of the

“customer experience”

1.2. Explain different methods of

segmenting and characterising

customers

1.3. Explain the purpose and scope of

CRM

1.4. Describe the features of an

effective CRM system

1.5. Explain the uses of CRM data in


2. Understand customer

retention

2.1. Explain the term customer

retention


2.2. Explain the benefits of customer

retention to an organisation

2.3. Explain the factors that influence

customer retention


attract and retain customers

2.5. Explain how to assess the extent

of customer loyalty

2.6. Explain the factors involved in

customer recovery

3. Understand the

measurement of

customer satisfaction


analyse performance data

3.2. Explain the factors to be taken

into account in setting

performance targets and

objectives

3.3. Explain the features and uses of a

range of techniques to measure

customer satisfaction







Learner Signature

Date:


IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:



Learner Name

Centre Name

Mandatory Unit 4 : Resolve customers’ problem - K/506/2169

Assessment Criteria


1. Understand the monitoring

and resolution of customers’

problems

1.1. Assess the suitability of a range of

techniques for monitoring

customer problems

1.2. Explain how to use the resolution

of customers’ problems to

improve products and/or services

1.3. Explain how the successful

resolution of customers’

problems contributes to

customer loyalty and enhanced

business performance

1.4. Explain the features of

negotiating techniques used to

resolve customers’ problems


2. Be able to deal with

customers’ problems

2.1. Confirm the nature and cause of


2.2. Explain when customers’

problems should be treated as

complaints

2.3. Explain the benefits to customers

and the organisation of the

options available to solve

problems

2.4. Explain the drawbacks to

customers and the organisation

of the options available to solve

problems

2.5. Explain to customers the options

for resolving their problems

2.6. Agree solutions that meet

customers’ and organisational

requirements within their own

levels of authority

2.7. Inform colleagues of the nature

of problems and actions taken

2.8. Evaluate the effectiveness of the

resolution of customers’


problems

2.9. Adhere to organisational policies

and procedures, legal and ethical

requirements when dealing with









IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:



Learner Name

Centre Name

Mandatory Unit 5: Principles of business - D/506/1942

Assessment Criteria


1. Understand business

markets

1.1. Explain the characteristics of

different business markets

1.2. Explain the nature of interactions

between businesses within a

market

1.3. Explain how an organisation’s

goals may be shaped by the

market in which it operates

1.4. Describe the legal obligations of a

business


innovation and growth

2.1. Define business innovation

2.2. Explain the uses of models of

business innovation


2.3. Identify sources of support and

guidance for business innovation

2.4. Explain the process of product or

service development

2.5. Explain the benefits, risks and

implications associated with

innovation

3. Understand financial

management

3.1. Explain the importance of

financial viability for an

organisation

3.2. Explain the consequences of poor

financial management

3.3. Explain different financial

terminology


budgeting

4.1. Explain the uses of a budget

4.2. Explain how to manage a budget

5. Understand sales and

marketing

5.1. Explain the principles of

marketing

5.2. Explain a sales process

5.3. Explain the features and uses of


market research

5.4. Explain the value of a brand to an

organisation


sales and marketing








IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:



Learner Name

Centre Name

Mandatory Unit 6: Manage personal and professional development - T/506/2952

Assessment Criteria


1. Be able to identify personal

and professional

development requirements

1.1. Compare sources of information

on professional development

trends and their validity

1.2. Identify trends and developments

that influence the need for

professional development

1.3. Evaluate their own current and

future personal and professional

development needs relating to

the role, the team and the

organisation

2. Be able to fulfil a

personal and

professional

development plan

2.1. Evaluate the benefits of personal

and professional development

2.2. Explain the basis on which types

of development actions are


selected

2.3. Identify current and future likely

skills, knowledge and experience

needs using skills gap analysis

2.4. Agree a personal and professional

development plan that is

consistent with business needs

and personal objectives

2.5. Execute the plan within the

agreed budget and timescale

2.6. Take advantage of development

opportunities made available by

professional networks or

professional bodies

3. Be able to maintain the

relevance of a personal

and professional

development plan

3.1. Explain how to set specific,

measurable, achievable, realistic

and time-bound (SMART)

objectives

3.2. Obtain feedback on performance

from a range of valid sources

3.3. Review progress toward personal

and professional objectives


3.4. Amend the personal and

professional development plan in

the light of feedback received

from others






Learner Signature

Date:


IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:


Blank Evidence Tracking Sheet

Learner Name

Centre Name

Unit Title:

Assessment Criteria










IQA Signature

(if sampled) Date:

EQS Signature

(if sampled) Date:

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