Pearson BTEC Level 2 Diploma In Customer Service (QCF)

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PearsonBTEC Level 2 Diplomain Customer Service (QCF)SpecificationCombined (Competence and Knowledge) qualificationFirst registration September 2014Issue 2

Edexcel, BTEC and LCCI qualificationsEdexcel, BTEC and LCCI qualifications are awarded by Pearson, the UK’s largest awardingbody offering academic and vocational qualifications that are globally recognised andbenchmarked. For further information, please visit our qualification websites atwww.edexcel.com, www.btec.co.uk or www.lcci.org.uk. Alternatively, you can get in touchwith us using the details on our contact us page at qualifications.pearson.com/contactusAbout PearsonPearson is the world's leading learning company, with 40,000 employees in more than70 countries working to help people of all ages to make measurable progress in their livesthrough learning. We put the learner at the centre of everything we do, because whereverlearning flourishes, so do people. Find out more about how we can help you and yourlearners at qualifications.pearson.comReferences to third party material made in this specification are made in good faith. Pearsondoes not endorse, approve or accept responsibility for the content of materials, which maybe subject to change, or any opinions expressed therein. (Material may include textbooks,journals, magazines and other publications and websites.)All information in this specification is correct at time of publication.ISBN 978 1 446 92530 0All the material in this publication is copyright Pearson Education Limited 2015

ContentsPurpose of this specification11Introducing Pearson BTEC Combined (Competenceand Knowledge) qualifications2What are Combined (Competence and Knowledge) qualifications?22Qualification summary and key information33Qualification rationale5Qualification objectives5Relationship with previous qualifications5Apprenticeships5Progression opportunities6Industry support and recognition6Relationship with National Occupational Standards6Qualification structure7Pearson BTEC Level 2 Diploma in Customer Service (QCF)745678Programme delivery10Elements of good practice10Learner recruitment, preparation and support10Training and assessment delivery11Employer engagement12Delivery guidance for Pearson BTEC Level 2 Diploma in CustomerService (QCF)12Centre resource requirements15General resource requirements15Specific resource requirements15Access and recruitment16Prior knowledge, skills and understanding16Access to qualifications for learners with disabilities or specific needs16Assessment17Language of assessment17Competence units – internal assessment17

9Assessment Strategy18Types of evidence19Knowledge units – external and internal assessment20External assessment20Internal assessment21Appeals22Dealing with malpractice22Reasonable adjustments to assessment22Special consideration23Credit transfer23Centre recognition and approval24Centre recognition24Approvals agreement2410 Quality assurance of centres2511 Unit format26Unit title26Unit reference number26QCF level26Credit value26Guided learning hours26Unit summary26Learning outcomes26Assessment criteria26Unit amplification27Information for tutors27Unit 1:Deliver Customer Service28Unit 2:Understand Customers35Unit 3:Principles of Customer Service42Unit 4:Understand Employer Organisations53Unit 5:Manage Personal Performance and Development63Unit 6:Communicate Verbally with Customers68Unit 7:Communicate with Customers in Writing75Unit 8:Deal with Incoming Telephone Calls from Customers80

Unit 9:Make Telephone Calls to Customers87Unit 10:Promote Additional Products and/or Services to Customers94Unit 11:Process Information about Customers99Unit 12:Exceed Customer Expectations104Unit 13:Deliver Customer Service whilst Working on Customers’Premises109Unit 14:Carry out Customer Service Handovers115Unit 15:Resolve Customer Service Problems120Unit 16:Deliver Customer Service to Challenging Customers126Unit 17:Develop Customer Relationships133Unit 18:Support Customer Service Improvements139Unit 19:Support Customers through Real-time Online CustomerService144Unit 20:Use Social Media to Deliver Customer Service149Unit 21:Resolve Customers’ Complaints155Unit 22:Gather, Analyse and Interpret Customer Feedback162Unit 23:Support Customers using Self-service Equipment169Unit 24:Provide Post-transaction Customer Service174Unit 25:Health and Safety Procedures in the Workplace180Unit 26:Manage Diary Systems185Unit 27:Provide Reception Services190Unit 28:Contribute to the Organisation of an Event195Unit 29:Buddy a Colleague to Develop their Skills202Unit 30:Employee Rights and Responsibilities207Unit 31:Develop Working Relationships with Colleagues213Unit 32:Principles of Equality and Diversity in the Workplace219Unit 33:Processing Sales Orders225Unit 34:Meeting Customers’ After Sales Needs232Unit 35:Handling Objections and Closing Sales236Unit 36:Deal with Incidents through a Contact Centre244Unit 37:Carry Out Direct Sales Activities in a Contact Centre251Unit 38:Negotiate in a Business Environment258Unit 39:Bespoke Software26512 Further information and useful publications26913 Professional development and training27014 Contact us272

Annexe A: Skills CFA Assessment Strategy for BusinessAdministration, Customer Service and Management andLeadership273Annexe B: Skills CFA Assessment Strategy for ContactCentres282Annexe C: Skills CFA Assessment Strategy for Sales284Annexe D: e-Skills ITQ UK Assessment Strategy286Annexe E: Personal, Learning and Thinking Skillsmapping300

Purpose of this specificationThis specification sets out: the objectives of the qualification any other qualification that a learner must have completed before taking thequalification any prior knowledge, skills or understanding which the learner is required tohave before taking the qualification the combination of units that a learner must have completed before thequalification will be awarded and any pathways any other requirements that a learner must have satisfied before they will beassessed or before the qualification will be awarded the knowledge, skills and understanding that will be assessed as part of thequalification the method of any assessment and any associated requirements relating to it the criteria against which a learner’s level of attainment will be measured (suchas assessment criteria) assessment requirements and/or evidence requirements required as specifiedby the relevant Sector Skills Council/Standards Setting Body assessment requirements/strategy as published by the relevant Sector SkillsCouncil/Standards Setting Body the Apprenticeship Framework in which the qualification is included, whereappropriate.Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 20151

1Introducing Pearson BTEC Combined(Competence and Knowledge) qualificationsWhat are Combined (Competence and Knowledge)qualifications?A Combined (Competence and Knowledge) qualification is a work-basedqualification that combines competence and technical knowledge to give learnersthe practical competencies, technical skills and sector-related knowledge they needto be able to carry out a job effectively.Combined (Competence and Knowledge) qualifications are based on the NationalOccupational Standards (NOS) for the appropriate sector. NOS define whatemployees, or potential employees, must be able to do and know, and how wellthey should undertake work tasks and work roles. At Level 2 and above, thesequalifications are recognised as the competence component of ApprenticeshipFrameworks. Qualifications at Level 1 can be used in Traineeships, which arestepping-stones to Apprenticeship qualifications. Combined (Competence andKnowledge) qualifications can also be delivered as stand-alone for those who wishto take a work-based qualification.Combined (Competence and Knowledge) qualifications are outcome based with nofixed learning programme – allowing flexible delivery that meets the individuallearner’s needs. They are suitable for those in employment and for those studyingat college who have a part-time job or access to a substantial work placement sothat they are able to demonstrate the competencies that are required for work.Most learners will work towards their qualification in the workplace or in settingsthat replicate the working environment as specified in the assessmentrequirements/strategy for the sector. Colleges, training centres and employers canoffer these qualifications provided they have access to appropriate physical andhuman resources.There are three sizes of Combined (Competence and Knowledge) qualifications inthe QCF: Award (1 to 12 credits) Certificate (13 to 36 credits) Diploma (37 credits and above).Every unit and qualification in the QCF has a credit value.The credit value of a unit specifies the number of credits awarded to a learner whohas met the learning outcomes of the unit.The credit value of a unit is based on: one credit for those learning outcomes achievable in 10 hours of learning learning time – defined as the time taken by learners at the level of the unit, onaverage, to complete the learning outcomes of the unit to the standarddetermined by the assessment criteria.2Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 2015

2Qualification summary and key informationQualification titlePearson BTEC 2 Diploma in CustomerService (QCF)QCF Qualification Number (QN)601/3424/0Qualification frameworkQualifications and Credit Framework (QCF)Regulation start date02/06/2014Operational start date01/09/2014Approved age ranges16-1819 Please note that sector-specific requirementsor regulations may prevent learners of aparticular age from embarking on thisqualification. Please refer to the qualificationAssessment Strategy.Credit value45Assessment availablePortfolio of Evidence (internal assessment)and Pearson-devised assessment (onscreentesting).Guided learning hours245-305Grading informationThe qualification and units are gradedpass/fail.Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 20153

Qualification titlePearson BTEC Level 2 Diploma inCustomer Service (QCF)Entry requirementsNo prior knowledge, understanding, skills orqualifications are required before learnersregister for this qualification, however it islikely that they may already be employed orseeking employment within the customerservice sector. Centres must follow thePearson Access and Recruitment policy (seeSection 7, Access and Recruitment).FundingDetails on funding approval will be available inthe future on the Learning Aims ReferenceService (LARS) database, which replaces theLearning Aim Reference Application (LARA). Inthe interim, the LARS Lite database isavailable to check funding approval.Alternatively, the Skills Funding Agency’ssimplified funding catalogues can be used tocheck funding approval.Further information and guidance is availableon the website: www.gov.ukCentres will need to use the QCF Qualification Number (QN) when they seek publicfunding for their learners. As well as a QN, each unit within a qualification has aQCF unit reference number (URN).The qualification title, unit titles and QN will appear on each learner’s finalcertificate. Centres should tell learners this when recruiting them and registeringthem with Pearson. There is more information about certification in our UKInformation Manual, available on our website at: www.edexcel.com4Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 2015

3Qualification rationaleQualification objectivesThe Pearson BTEC Level 2 Diploma in Customer Service (QCF) is for learners whowork in, or who want to work in customer service in roles such as Customer ServiceAdvisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative andService Agent.It gives learners the opportunity to: develop and demonstrate technical and wider sector-related knowledge tounderpin competence in the job roles stated above. Technical knowledgeincludes the principles and practices of delivering customer service andunderstanding the different types of customers, their needs, wants andexpectations. Wider sector-related knowledge includes equality and diversity,organisational structure and environment, and legislation and regulations thatgovern the industry develop and demonstrate a range of technical skills and behaviours thatsupports competence in the job roles stated above. This includescommunicating with customers using appropriate communication channels,resolving customer problems and complaints, building relationships withcustomers, promoting additional products and/or services and the ability toimprove own learning and performance develop their own personal growth and engagement in learning through thedevelopment of personal, learning and thinking skills (PLTS) have existing skills recognised achieve a nationally recognised Level 2 qualification.Relationship with previous qualificationsThis qualification is a direct replacement for the Pearson Edexcel Level 2 NVQCertificate in Customer Service (QCF) that has expired, and the Pearson BTEC Level2 Certificate in Customer Service (QCF), which expires 31 December 2014.ApprenticeshipsSkills CFA include the Pearson BTEC Level 2 Diploma in Customer Service (QCF) asthe competencies component for the Intermediate Apprenticeship in CustomerService.Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 20155

Progression opportunitiesLearners who achieve the Pearson BTEC Level 2 Diploma in Customer Service (QCF)can progress to the Pearson BTEC Level 3 Diploma in Customer Service (QCF),which is the competencies component of the Level 3 Advanced Apprenticeship inCustomer Service. Alternatively, learners could choose to progress to otherqualifications such as: Pearson BTEC Level 3 Award in Principles of Customer Service Pearson BTEC Level 3 Certificate in Principles of Customer ServiceAchieving this qualification also gives learners the opportunity to progress to jobroles with additional responsibilities such as Customer Relationship Manager,Customer Support Officer, Customer Service Team Leader and Customer ServiceSupervisor.Industry support and recognitionThis qualification is supported by Skills CFA, the Skills Council for pan-sectorbusiness skills, which includes the customer service sector.Relationship with National Occupational StandardsThis qualification is based on the National Occupational Standards (NOS) inCustomer Service, which were set and designed by CFA, the Sector SkillsCouncil/Standards Setting Body for the sector.6Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 2015

4Qualification structurePearson BTEC Level 2 Diploma in Customer Service (QCF)The learner will need to meet the requirements outlined in the table below beforethe qualification can be awarded.Minimum number of credits that must be achieved45Number of mandatory credits that must be achieved19Minimum number of optional credits that must be achieved from Group B3Minimum number of optional credits that must be achieved from Group C16The remaining credit can be taken from Group B, C or D.7A maximum of 7 optional credits can be achieved from Group D.UnitUnitreferencenumberMandatory ver customer service25272F/506/2131Understand customers22173J/506/2132Principles of customer service24344A/506/1964Understand employer organisations24405L/506/1788Manage personal performance anddevelopment2418UnitUnitreferencenumberOptional units (group cate verbally withcustomers23147T/506/2126Communicate with customers inwriting2320UnitUnitreferencenumberOptional units (group C)LevelCreditGuidedlearninghours8H/506/2154Deal with incoming telephone callsfrom customers23169K/506/2155Make telephone calls to customers231610L/506/2133Promote additional products and/orservices to customers221411R/506/2134Process information aboutcustomers2314Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 20157

UnitUnitreferencenumberOptional units (group 135Exceed customer expectations231513T/506/2143Deliver customer service whilstworking on customers’ premises242014T/506/2157Carry out customer servicehandovers231515A/506/2158Resolve customer service problems252216F/506/2159Deliver customer service tochallenging customers231617Y/506/2149Develop customer relationships231818T/506/2160Support customer serviceimprovements231219A/506/2161Support customers through realtime online customer service231520J/506/2163Use social media to delivercustomer service231821R/506/2151Resolve customers’ complaints342222D/506/2170Gather, analyse and interpretcustomer feedback352423H/506/2977Support customers using selfservice equipment231824K/506/2978Provide post-transaction customerservice2522UnitUnitreferencenumberOptional units (group D)LevelCreditGuidedlearninghours25T/505/4673Health and Safety Procedures in theWorkplace221626L/506/1807Manage diary systems221227H/506/1814Provide reception services231528L/506/1869Contribute to the organisation of anevent232329M/506/1895Buddy a colleague to develop theirskills231930L/506/1905Employee rights and responsibilities221631R/506/1789Develop working relationships withcolleagues231932J/506/1806Principles of equality and diversityin the workplace22108Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 2015

UnitUnitreferencenumberOptional units (group 587Processing sales orders221734R/502/8601Meeting customers’ after salesneeds231435M/502/8606Handling objections and closingsales232236K/503/0421Deal with incidents through acontact centre274037L/503/0394Carry out direct sales activities in acontact centre251538H/506/1912Negotiate in a businessenvironment341839F/502/4396Bespoke Software2320Pearson BTEC Level 2 Diploma in Customer Service (QCF) –Specification – Issue 2 – February 2015 Pearson Education Limited 20159

5Programme deliveryCentres are free to offer these qualifications using any mode of delivery, forexample full time, part time, evening only, distance learning, that meets learners’needs. Learners must be in employment or working with a training provider on aprogramme so that they can develop and demonstrate the occupationalcompetence required.Whichever mode of delivery is used, centres must make sure that learners haveaccess to specified resources and to the sector specialists delivering and assessingthe units. Centres must adhere to the Pearson policies that apply to the differentmodes of delivery, in particular the policy Collaborative Arrangements for theDelivery of Vocational Qualifications on our website at www.edexcel.com/policies.There are various approaches to delivering a successful competence-basedqualification. The section below outlines elements of good practice that centres canadopt in relation to learner recruitment, preparation and support, training andassessment delivery, and employer engagement.Elements of good practiceLearner recruitment, preparation and supportGood practice in relation to learner recruitment, preparation and support includes: providing initial advice and guidance, including work tasters, to potentiallearners to give them an insight into the relevant industry and the learningprogramme using a range of appropriate and rigorous selection methods to ensure thatlearners are matched to the programme best suited to their needs carrying out a thorough induction for learners to ensure that they com

Pearson BTEC Level 2 Diploma in Customer Service (QCF) 7 5 Programme delivery 10 Elements of good practice 10 Learner recruitment, preparation and support 10 Training and assessment delivery 11 Employer engagement 12 Delivery guidance for Pearson BTEC Level 2 Diploma in Customer Service (QCF) 12 6 Centre resource requirements 15

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