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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
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
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
HABC Level 3 Diploma in Customer Service (QCF)
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.
HABC Level 3 Diploma in Customer Service (QCF)
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
HABC Level 3 Diploma in Customer Service (QCF)
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
Value Date of completion
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
HABC Level 3 Diploma in Customer Service (QCF)
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
HABC Level 3 Diploma in Customer Service (QCF)
Optional Group C (Learners may achieve a maximum of 9 credits from this group.)
Tick
box Unit Level
Credit
Value Date of completion
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
HABC Level 3 Diploma in Customer Service (QCF)
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
HABC Level 3 Diploma in Customer Service (QCF)
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
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature Date:
Assessor 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
HABC Level 3 Diploma in Customer Service (QCF) 14
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 1: Organise and deliver customer service - L/506/2150
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
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
HABC Level 3 Diploma in Customer Service (QCF) 15
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
HABC Level 3 Diploma in Customer Service (QCF) 16
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
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 17
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 2: Understand the customer service environment - Y/506/2152
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
1. Understand the concepts and
practices underpinning
customer service delivery
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
HABC Level 3 Diploma in Customer Service (QCF) 18
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
3.3. Explain the relationship between
customer service and continuous
improvement processes
3.4. Explain the costs and benefits of
customer service to an
HABC Level 3 Diploma in Customer Service (QCF) 19
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
customer service delivery
4.2. Explain the implications of
confidentiality and data
protection legislation for the
collection, storage and use of
customer information
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
HABC Level 3 Diploma in Customer Service (QCF) 20
Learner Signature Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 21
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 3: Understand customers and customer retention - J/506/2910
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
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
customer service delivery
2. Understand customer
retention
2.1. Explain the term customer
retention
HABC Level 3 Diploma in Customer Service (QCF) 22
2.2. Explain the benefits of customer
retention to an organisation
2.3. Explain the factors that influence
customer retention
2.4. Describe techniques used to
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
3.1. Describe techniques used to
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
HABC Level 3 Diploma in Customer Service (QCF) 23
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature
Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 24
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 4 : Resolve customers’ problem - K/506/2169
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
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
HABC Level 3 Diploma in Customer Service (QCF) 25
2. Be able to deal with
customers’ problems
2.1. Confirm the nature and cause of
customers’ problems
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’
HABC Level 3 Diploma in Customer Service (QCF) 26
problems
2.9. Adhere to organisational policies
and procedures, legal and ethical
requirements when dealing with
customers’ problems
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 27
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 5: Principles of business - D/506/1942
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
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
2. Understand business
innovation and growth
2.1. Define business innovation
2.2. Explain the uses of models of
business innovation
HABC Level 3 Diploma in Customer Service (QCF) 28
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
4. Understand business
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
HABC Level 3 Diploma in Customer Service (QCF) 29
market research
5.4. Explain the value of a brand to an
organisation
5.5. Explain the relationship between
sales and marketing
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 30
Evidence Tracking Sheets
Learner Name
Centre Name
Mandatory Unit 6: Manage personal and professional development - T/506/2952
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
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
HABC Level 3 Diploma in Customer Service (QCF) 31
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
HABC Level 3 Diploma in Customer Service (QCF) 32
3.4. Amend the personal and
professional development plan in
the light of feedback received
from others
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature
Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date:
HABC Level 3 Diploma in Customer Service (QCF) 33
Blank Evidence Tracking Sheet
Learner Name
Centre Name
Unit Title:
Assessment Criteria
Learning Outcome Assessment Criteria Evidence Type Evidence Reference Date
HABC Level 3 Diploma in Customer Service (QCF) 34
Assessment method key:
Obs Observation Wt Witness testimony
Pe Product evidence R RPL
Q Questioning O Other
Sim Simulation/assignment D Discussion
Learner Signature Date:
Assessor Signature Date:
IQA Signature
(if sampled) Date:
EQS Signature
(if sampled) Date: