government funded pearson btec level 3 diploma in customer service (qcf) final
TRANSCRIPT
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)