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Two Mandatory units and six optional units must be selected with at least one from each section. (TOTAL EIGHT UNITS)
Customer Service Foundations
> Understand customer service to improve service delivery
> Know the rules to follow when developing customer service
Impression and Image
> Make customer service personal
> Go the extra mile in customer service
> Deal with customers in writing or using ICT
> Use customer service as a competitive tool
> Organise the promotion of services or products to customers
Delivery
> Deliver customer service on your customers’ premises
> Recognise diversity when delivering customer service
> Deliver customer service using service partnerships
> Organise the delivery of reliable customer service
> Improve the customer relationship
Handling Problems
> Monitor and solve customer service problems
> Apply risk assessment to customer service
> Process customer service complaints
Development and Improvement
> Work with others to improve customer service
> Promote continuous improvement in customer service
> Develop your own and others’ customer service skills
> Lead a team to improve customer service
> Gather, analyse and interpret customer feedback
Delivery: an assessor will visit the candidate at their workplace at least once a month for a minimum of one hour. In addition to this, they will be set approximately 4 hours worth of work to complete before the next months meeting.
The Technical Certificate consists of 2 units which will be delivered within the workplace by your PDM. There will be specific assessment criteria in each unit that can be met by generating evidence in a similar way to that of the NVQ. E.g. Reports, case study observation and witness testimony. The candidate must complete an evidence checklist to demonstrate progress and completion. The units are as follows:
- Analyze the organisation and describe features and benefits of the service offer Describe how an organisation plans customer service and uses indicators of satisfaction to make improvements
- Show how communication is adapted to ensure a variety of customers are provided with customer service.
- Investigate customer service organisations and the method of customer service delivery
- Describe the application of policies and procedures
- Explain the needs and objectives of the organisation and how a customer might be affected by specific legislation
- Investigate current practices and explain the planning and implementation progress within current regulations/law.
The evidence generated for the 2 units will cross reference directly into mandatory units 7 and 8 of the OCR NVQ.
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