Pearson BTEC Level 3 Diploma in Customer Service (QCF)

LAMMORE CONSULTING - INSPIRE, ENTERTAIN, MAKE A DIFFERENCE

Course Content - 18 months

Monthly Interventions (online/webinar/phone)

Module 1 (Mandatory Units)

Organise and Deliver Customer

Service

Understand the Customer Service

Environment

Module 2 (Mandatory Units)

Resolve

Customers’ Problems

Principles of Business

Module 3 (Mandatory Units)

Understand

Customers and Customer Retention

Manage Personal and Professional

Development

Module 4 (Role Specific)

Exceed Customer

Expectations

Promote Additional

Products and/or Services to Customers

Module 5 (Role Specific)

Deliver Customer Service to

Challenging Customers

Monitor the Quality of

Customer Service Interactions

Upon successful completion, each participant will receive an internationally recognised Pearson BTEC Level 3 Diploma in Customer Service (QCF)) and L2 certificates in English and Maths along with a Sector Skills Council Framework Certificate.

Cost of programme: £2000pp + expenses Funding partners can provide up to £1,500 per participant,

leaving a balance from £500pp depending on qualification criteria.

Course Content - 18 months: 6 classroom days/40 blended learning hours + monthly interventions.

Our BTEC Level 3 Diploma in Customer Service is a competence based NVQ Qualification which forms part of the Level 3 Advanced Apprenticeship framework in Customer Service. Learners are required to be working in a Customer Service role.

Module 6 (Role Specific)

Build and Maintain Effective Customer Relations

Provide Post-transaction

Customer Service

LAMMORE CONSULTING - INSPIRE, ENTERTAIN, MAKE A DIFFERENCE

1. Induction

1. Induction

Purpose: 1-2-1 meeting with assessor to tailor programme to the individual’s particular needs and begin assessment process

The assessor will help the learner complete a learning agreement and ensure the programme meets their specific requirements.

In addition, the first assignment brief is handed out. Our assessor would meet/interact with the learner once a month over the 18 month programme. Each session typically 1 to 2 hours. The rest

is down to self-study with employer support. Duration: 1 to 2 hrs - Format:Individual

Purpose: brief the student on process & content on the qualification, and conduct the initial functional skills assessment

Who we are - a brief overview of CSM, and LammoreWhy we are here - benefits of training to individual and employer.

Information & Expectations - Description of qualification and what is expected of the student/company/assessor

Paperwork - Learners bring: NI number, Maths and/or English @ GCSE A-C grade dates of achievement (if held).

Initial Assessments - Assessment of listening, reading, writing and maths (approx. 90 mins) Learning Styles Questionnaire - Identify how a learner prefers to learn/study

Duration: 2.5 hrs Format: Group/classroom

Mandatory Units (31 Credits) Organise and Deliver Customer Service

Learning outcomes: Understand how to organise, plan delivery and deliver customer service Classroom/Blended

Understand the Customer Service EnvironmentLearner outcomes: Understand the concepts and practices underpinning customer service delivery, relationship between customer

service and a brand, structure of customer service and implications of legislation on customer service delivery Classroom/Blended

Resolve Customers Problems Learner outcomes: Understand the monitoring and resolution of customers’ problems and be able to deal with customers problems

Classroom/Blended

Principles of BusinessLearner outcomes: Understand business markets, business innovation and growth, financial management, business budgeting and

sales and marketingClassroom/Blended

Understand Customers and Customer RetentionLearner outcomes: Understand Customer Relationship Management (CRM), customer retention and the measurement of customer

satisfactionClassroom/Blended

Manage Personal and Professional DevelopmentLearner outcomes: Be able to identify personal and professional development requirements, fulfil a personal and professional

development plan and maintain the relevance of a personal and professional development planClassroom/Blended

1. Training Schedule

LAMMORE CONSULTING - INSPIRE, ENTERTAIN, MAKE A DIFFERENCE

These units will be chosen in the planning stage. (24 Credits)

1. Develop Resources to Support 2. Consistency of Customer Service 3. Delivery 4. Use Service Partnerships to Deliver Customer Service 5. Resolve Customers’ Complaints 6. Gather, Analyse and Interpret Customer Feedback 7. Monitor the Quality of CustomerService Interactions 8. Communicate Verbally with Customers 9. Communicate with Customers in Writing 10. Promote Additional Products and/or Services to Customers 11. Exceed Customer Expectations 12. Deliver Customer Service Whilst Working on Customers’ Premises 13. Deliver Customer Service to Challenging Customers 14. Develop Customer Relationships 15. Support Customer Service Improvements 16. Support Customers Through Realtime Online Customer Service 17. Use Social Media to DeliverCustomer Service 18. Champion Customer Service 19. Build and Maintain Effective Customer Relations 20. Manage a Customer Service Award Programme 21. Manage the Use of Technology to Improve Customer Service 22. Support Customers Using Self-service Equipment 23. Provide Post-transaction Customer Service 24. Develop a Social Media Strategy for Customer Service

Interchangeable Units Depending on Role Or Preference

LAMMORE CONSULTING - INSPIRE, ENTERTAIN, MAKE A DIFFERENCE

Group C Optional Units (Maximum 9 Credits)

1. Negotiate in a Business Environment 2. Promote Equality, Diversity and Inclusion in the Workplace 3. Manage Team Performance 4. Manage Individuals’ Performance 5. Collaborate with Other Departments 6. Negotiating, Handling Objections and Closing Sales 7. Obtaining and Analysing Sales related Information 8. Buyer Behaviour in Sales Situations 9. Manage Incidents Referred to a Contact Centre 10. Lead Direct Sales Activities in a Contact Centre Team 11. Manage Diary Systems 12. Contribute to the Organisation of an Event 13. Provide Reception Services 14. Buddy a Colleague to Develop their Skills 15. Employee Rights and Responsibilities 16. Processing Sales OrdersBespoke Software

Interchangeable Units Depending on Role Or Preference(Cont)