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  • © BIIAB October 2015

    Optional Units

    BIIAB Level 1 Award in Customer Service (QCF)

    601/6789/0

    Version 1

  • Contents

    Optional Group B

    Unit No. Unit Title

    CS2 Communication in customer service

    CS4 Deal with customer queries, requests and problems

    CS43 Contribute to effective customer service

    BA39 Employee rights and responsibilities

    CS44 The importance of appearance and behaviour in customer service

    CS45 Understand how to deal with queries and requests

    CS46 Apply legislation, regulation and organisational procedures for customer service

  • ©2014 Skills CFA

    Title Communication in customer service

    Skills CFA Reference CS 2

    Level 1

    Credit Value 2

    GLH 14

    Unit Reference No. Y/506/2085

    Learning Outcomes Assessment Criteria

    The learner will: The learner can:

    1. Know how to communicate in a

    customer service role

    1.1 Describe different methods of

    communicating with customers and

    when it is appropriate to use them

    1.2 Give examples of positive and negative

    customer service language

    1.3 State the importance of speaking clearly

    1.4 Describe how tone of voice can affect

    how customers perceive their

    experience

    1.5 Describe how body language conveys

    what someone is thinking or feeling

    1.6 Define the term “active listening”

    1.7 List the types of information needed to

    communicate effectively with

    customers

    1.8 State why it is important to pass

    information and messages to colleagues

    2. Be able to communicate with

    customers

    2.1 Listen “actively” to what customers are

    saying

    2.2 Check their own understanding of

    customers’ needs

    2.3 Summarise information for customers

    2.4 Check that customers are satisfied with

    the information provided

    2.5 Follow organisational standards of

    behaviour and communication when

    interacting with customers

    2.6 Adhere to organisational policies and

    procedures, legal and ethical

    requirements when communicating

    with customers

  • ©2014 Skills CFA

    Additional Information about the unit

    Unit expiry date 31 August 2014

    Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula (if appropriate)

    Customer Service (2013) National Occupational Standards:

     CFACSA3 Communicate effectively with customers

     CFACSA10 Deal with customers face to face

     CFACSD8 Work with others to improve customer service

    Assessment requirements or guidance specified by a sector or regulatory body (if appropriate)

    Skills CFA Assessment Strategy Competence units (S/NVQ)

    Support for the unit from an SSC or other appropriate body (if required)

    Skills CFA

    Location of the unit within the subject/sector classification system

    15.2

    Name of the organisation submitting the unit Skills CFA

    Availability for use Shared

    Unit available from 31 August 2014

  • ©2014 Skills CFA Page 9

    Title Deal with customer queries, requests and problems

    Skills CFA Reference CS 4

    Level 1

    Credit Value 3

    GLH 11

    Unit Reference No. A/506/2113

    Learning Outcomes Assessment Criteria

    The learner will: The learner can:

    1. Know how to deal with customer

    queries, requests and problems

    1.1 List queries and requests that

    customers are likely to have

    1.2 Describe how to identify customers’

    queries, requests and problems

    1.3 Describe how to behave and

    communicate with customers who are

    dissatisfied

    1.4 Describe the kinds of behaviour and

    communication that could make a

    situation worse

    1.5 Describe when, why and from whom to

    obtain information or help

    1.6 State to whom and when problems

    should be referred

    2. Be able to deal with customers’ queries

    and requests

    2.1 Deal with queries and requests in a

    professional way

    2.2 Provide customers with responses to

    their queries within the limits of their

    own authority

    2.3 Obtain information or help when

    queries or requests cannot be answered

    2.4 Keep customers informed of progress

    3. Be able to deal with customers’

    problems

    3.1 Identify the nature of customers’

    problems

    3.2 Communicate with customers calmly

    and confidently

    3.3 Resolve problems within the limits of

    their own authority

    3.4 Brief colleagues when referring

    problems

    3.5 Check that customers are satisfied with

    the actions taken

    3.6 Adhere to organisational policies and

    procedures, legal and ethical

    requirements when dealing with

  • ©2014 Skills CFA Page 10

    customers’ problems

    Additional Information about the unit

    Unit expiry date August 31 2014

    Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula (if appropriate)

    Customer Service (2013) National Occupational Standards:

     CFACSC1 Recognise and deal with customer queries, requests and problems

    Assessment requirements or guidance specified by a sector or regulatory body (if appropriate)

    Skills CFA Assessment Strategy Competence units (S/NVQ)

    Support for the unit from an SSC or other appropriate body (if required)

    Skills CFA

    Location of the unit within the subject/sector classification system

    15.2

    Name of the organisation submitting the unit Skills CFA

    Availability for use Shared

    Unit available from August 31 2014

  • Version 1 © BIIAB October 2015 Page 1 of 1

    Unit Title Contribute to effective customer service BIIAB Reference CA43 Level 1 Credit Value 2 GLH 20 Unit Reference No. F/601/6079 Learning Outcome - The learner will: Assessment Criterion - The learner can: 1 Know customer service terms and

    language 1.1 Define key customer service terms and language 1.2 Describe the connections between customer service,

    customer expectations and customer satisfaction 2 Know what contributes to good

    customer service in an organisation 2.1 Describe how company procedures contribute to good

    customer service 2.2 Describe how good teamwork contributes to good

    customer service 2.3 Describe the main points in a customer service process

    that influence customer satisfaction 3 Be able to work effectively with

    colleagues in a customer service team

    3.1 Describe why friendliness and helpfulness are useful in customer service teamwork

    3.2 Describe the importance of not distracting colleagues when dealing with customers

    3.3 Identify what leads to effective team work 3.4 Work effectively within a team when carrying out routine

    customer service tasks

  • ©2014 Skills CFA B&A units – L2 • Page 52

    Title Employee rights and responsibilities

    Skills CFA Reference B&A 39

    Level 2

    Credit Value 2

    GLH 16

    Unit Reference No. L/506/1905

    Learning Outcomes Assessment Criteria

    The learner will: The learner can:

    1. Understand the role of organisations

    and industries

    1.1 Explain the role of their own occupation

    within an organisation and industry

    1.2 Describe career pathways within their

    organisation and industry

    1.3 Identify sources of information and

    advice on an industry, occupation,

    training and career pathway

    1.4 Describe an organisation’s principles of

    conduct and codes of practice

    1.5 Explain issues of public concern that

    affect an organisation and industry

    1.6 Describe the types, roles and

    responsibilities of representative bodies

    and their relevance to their own role

    2. Understand employers’ expectations

    and employees’ rights and obligations

    2.1 Describe the employer and employee

    statutory rights and responsibilities that

    affect their own role

    2.2 Describe an employer’s expectations for

    employees’ standards of personal

    presentation, punctuality and behaviour

    2.3 Describe the procedures and

    documentation that protect

    relationships with employees

    2.4 Identify sources of information and

    advice on employment rights and

    responsibilities

    Additional Information about the unit

    Unit expiry date 31 August 2017

    Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula (if appropriate)

    Assessment requirements or guidance specified by a sector or regulatory body (if appropriate)

    N/A

  • ©2014 Skills CFA B&A units – L2 • Page 53

    Support for the unit from an SSC or other appropriate body

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