ProQual Level 2 Certificate in Principles of Customer Service Course in Islamabad || Registration Open

ProQual Level 2 Certificate in Principles of Customer Service Course in Islamabad|| Registration Open

Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)

Introduction

The Level 2 Certificate in Principles of Customer Service qualification provides a nationally

recognised qualification for anyone working in a customer-facing role. It will also build

learners’ knowledge of the principles of customer service.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body

is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for

this qualification has been approved by the Welsh Government for use by centres in Wales

and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by

centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF)

and provides a progression route to higher level or discipline related qualifications.

Qualification Profile

Level 2 Certificate in Principles of Customer Service

Qualification title ProQual Level 2 Certificate in Principles of Customer

Service

Ofqual qualification number 601/4768/4

Level 2

Total qualification time 150

Guided learning hours 135

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/11/2014

Qualification end date

Entry Requirements

There are no formal entry requirements for this qualification.

Centres should carry out an initial assessment of candidate skills and knowledge to identify

any gaps and help plan the assessment.

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Level 2 Certificate in Principles of Customer Service

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Qualification Structure

Candidates must complete the 3 Mandatory units.

Mandatory Units – complete all units

Unit Reference

Number Unit Title Unit

Level

R/506/4854 Understanding the organisation 2

Y/506/4855 Prepare to deliver excellent customer service 2

K/503/0323 Communication in the customer service role 2

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Level 2 Certificate in Principles of Customer Service

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Centre Requirements

Centres must be approved to offer this qualification. If your centre is not approved please

complete and submit form ProQual Additional Qualification Approval Application.

Staff

Staff delivering this qualification must be appropriately qualified and/or occupationally

competent.

Assessors/Internal Quality Assurance

For each competence-based unit centres must be able to provide at least one assessor and

one internal quality assurance verifier who are suitably qualified for the specific

occupational area. Assessors and internal quality assurance verifiers for competence-based

units or qualifications will normally need to hold appropriate assessor or verifier

qualifications, such as:

  • Award in Assessing Competence in the Work Environment
  • Award in Assessing Vocationally Related Achievement
  • Certificate in Assessing Vocational Achievement
  • Award in the Internal Quality Assurance of Assessment Processes and Practices
  • Certificate in Leading the Internal Quality Assurance of Assessment Processes and

Practices

Support for Candidates

Materials produced by centres to support candidates should:

  • enable them to track their achievements as they progress through the learning

outcomes and assessment criteria;

  • provide information on where ProQual’s policies and procedures can be viewed;
  • provide a means of enabling Internal and External Quality Assurance staff to

authenticate evidence

Links to National Standards / NOS mapping

National Occupational Standards (NOS) are owned by a Sector Skills Council or Standard

Setting Body and they describe the skills, knowledge and understanding needed to

undertake a particular task or job at different levels of competence.

The structure and units of this qualification are based on NOS for customer service.

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Assessment

This suite of qualifications are competence-based, candidates must demonstrate the level of

competence described in the units. Assessment is the process of measuring a candidate’s

skill, knowledge and understanding against the standards set in the qualification.

The qualifications must be assessed by an appropriately experienced and qualified assessor.

Each candidate is required to produce a portfolio of evidence which demonstrates their

achievement of all of the learning outcomes and assessment criteria for each unit.

Evidence can include: – observation report by assessor

– assignments/projects/reports

– professional discussion

– witness testimony

– candidate product

– worksheets

– record of oral and written questioning

– Recognition of Prior Learning

Learning outcomes set out what a candidate is expected to know, understand or be able to

do.

Assessment criteria specify the standard a candidate must meet to show the learning

outcome has been achieved.

Learning outcomes and assessment criteria can be found from page 8 in this document.

Internal Quality Assurance

An internal quality assurance verifier confirms that assessment decisions made in centres

are made by competent and qualified assessors, that they are the result of sound and fair

assessment practice and that they are recorded accurately and appropriately.

Adjustments to Assessment

Adjustments to standard assessment arrangements are made on the individual needs of

candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets

out the steps to follow when implementing reasonable adjustments and special

considerations and the service that ProQual provides for some of these arrangements.

Centres should contact ProQual for further information or queries about the contents of the

policy.

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Results Enquiries and Appeals

All enquiries relating to assessment or other decisions should be dealt with by centres, with

reference to ProQual’s Enquiries and Appeals Procedures.

Certification

Candidates who achieve the requirements for qualifications will be awarded:

  • A certificate listing all units achieved, and
  • A certificate giving the full qualification title –

ProQual Level 2 Certificate in Principles of Customer Service

Claiming certificates

Centres may claim certificates for candidates who have been registered with ProQual and

who have successfully achieved the requirements for a qualification. All certificates will be

issued to the centre for successful candidates.

Unit certificates

If a candidate does not achieve all of the units required for a qualification, the centre may

claim a unit certificate for the candidate which will list all of the units achieved.

Replacement certificates

If a replacement certificate is required a request must be made to ProQual in writing.

Replacement certificates are labelled as such and are only provided when the claim has

been authenticated. Refer to the Fee Schedule for details of charges for replacement

certificates.

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Level 2 Certificate in Principles of Customer Service

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Learning Outcomes and Assessment Criteria

Unit R/506/4854

Understanding the organisation

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the factors that affect an

organisation and the customer

service role

1.1 Describe the products and services of commercial,

public and third sector organisations

1.2 Describe the differences in customer service between

commercial, public and third sector organisations

1.3 Outline the role played by the customer service

occupation within the organisation and industry

1.4 Identify the major competitors of the organisation

1.5 Identify factors that can affect the reputation of the

organisation

2 Understand employee rights,

responsibilities and organisational

procedures

2.1 State employer and employee rights and

responsibilities under employment law and the

importance of having these

2.2 Detail employer and employee rights and

responsibilities under current workplace Health and

Safety legislation

2.3 Describe the organisations procedures for health and

safety and documentation used

2.4 Outline how current Equality law relates to

employment

2.5 Identify other key legislation relating to industry and

the organisation

2.6 Describe organisational procedures for equality and

diversity detailing any monitoring and documentation

activity

3 Understand career pathways within

customer service

3.1 Describe the main career pathways available within a

customer service role

3.2 Identify sources of information and advice available on

the customer service industry, occupations and career

progression

3.3 Identify methods of learning available in the

organisation to assist in career progression

3.4 Identify the procedure for accessing formal learning

programmes and the procedure for challenging refusal

if available

3.5 Explain how new customer service situations can aid

self development and career progression

4 4.1 Identify sources of information and advice on

employment rights and responsibilities

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Level 2 Certificate in Principles of Customer Service

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

Understand how employees are

supported within the customer

service role

4.2 Identify types of representative body related to the

industry

4.3 Detail the main roles and responsibilities of each

representative body and their relevance to the industry

4.4 Outline sources of support for their role within the

organisation to include issues relating to:

  • equality
  • health and safety
  • career progression

5 Know the organisation’s policies and

procedures

5.1 Describe the main principles, policies and procedures

of their organisation and its documentation

5.2 Explain how the organisation’s principles are

disseminated to employees

5.3 Outline relevant policies and codes of practice adopted

by the organisation and how employees are made

aware of these

5.4 Explain how employees are consulted on changes to

the principles, procedures and policies within the

organisation

5.5 Identify issues of public concern relating to their

industry and organisation and how these are dealt with

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Level 2 Certificate in Principles of Customer Service

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Unit Y/506/4855

Prepare to deliver excellent customer service

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles of

customer service in an organisation

1.1 Describe the organisation’s products and services

1.2 Explain how customers are made aware of the

organisation’s offer

1.3 Identify the customers of the organisation

1.4 Explain how to keep up to date with the organisation’s

offer

1.5 Describe the organisation’s policies and procedures

relating to customer service and the importance of

following them

1.6 Describe the publicity available about the

organisation’s products and services

1.7 Describe the implications of poor customer service in

commercial, public sector and third sector

organisations

2 Understand how customer needs and

expectations are identified

2.1 Outline ways in which customer expectations can be

identified

2.2 Identify how customer expectations can be met within

the offer of the organisation

2.3 Describe how to tell customers that their needs cannot

be met by the organisation

2.4 Identify reasons for customer service being delayed

and the impact of this on customers

2.5 Outline how to tell customers that the service will be

delayed

2.6 Explain why it is important to keep customers informed

of progress and delays when dealing with a complaint

3 Understand how to balance customer

expectations against the

organisation’s offer

3.1 Outline the customer service offers of two

organisations to include,

  • one commercial organisation
  • one public or third sector organisation

3.2 Explain how resource and financial implications reflect

on the organisation’s offer and customers’

expectations

3.3 Explain how customers’ expectations are arrived at

within their organisation’s offer

3.4 Identify examples of when customer service may be

limited by organisational goals

3.5 Describe how to tell a customer that their service

expectations are outside of the organisation’s offer

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Level 2 Certificate in Principles of Customer Service

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

4 Understand how complaints are

handled

4.1 Explain why customers may complain to or about an

organisation

4.2 Outline the complaints handling procedure in the

organisation

4.3 Identify ways in which complaints may be defused

prior to escalation to include:

  • face to face
  • written (letter, email)
  • via the telephone

4.4 Outline the effects of complaints on commercial, public

sector and third sector organisations

4.5 Explain why complaints are monitored and how the

monitoring is used

5 Understand legislation relating to

customer service

5.1 Identify customer related legislation and external

regulations and how these may affect customer service

5.2 Outline how business service improvements might be

limited by legislation

5.3 Explain how current workplace Health and Safety

laws are relevant to customer service

5.4 Explain individual health and safety responsibilities

while delivering customer service

5.5 Identify ways in which the security of customers and

their property can be protected

5.6 Describe how to gain approval to change customer

service procedures or practices that are affected by

legislation

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Level 2 Certificate in Principles of Customer Service

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Unit K/503/0323

Communication in the customer service role

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand methods of communication

with customers

1.1 Outline why different situations need different

methods of communication

1.2 Identify communication methods suitable for a

series of customer interactions

1.3 Identify the advantages and disadvantages of the

main communication methods to customers to

include:

  • Face to face
  • In writing
  • Via telephone

1.4 Outline the content of a standard letter in response

to a customer query

1.5 Explain what is meant by active listening and its

importance when dealing with customers

1.6 Describe the standard greetings of three different

organisations and how they impact on customers

2 Understand how to handle customer

service information

2.1 Explain what information may be held about

customers by an organisation

2.2 Outline how customer information is kept secure

and confidential

2.3 Identify information about the organisation that

should not be disclosed to customers

2.4 Explain why certain information should not be

disclosed to customers and the implications on the

organisation if it is

3 Understand how to work as part of a

team to provide effective customer

service

3.1 Outline limits of individual role when delivering

customer service

3.2 Identify others involved in the customer service

function

3.3 Identify sources of assistance for queries outside

individual responsibility

3.4 Explain how other team members can assist in

offering excellent customer service

3.5 Explain the importance of keeping colleagues and

others informed of customer service operations

3.6 Outline how customer queries can aid individual and

colleagues’ development

3.7 Explain how to disseminate customer service

information for the benefit of colleagues

4 Understand how to meet the needs of a

diverse range of customers

4.1 Identify the main types of customer that may need

to be dealt with

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Level 2 Certificate in Principles of Customer Service

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

4.2 Describe the aids available to assist customers with

special requirements

4.3 Outline how to respect cultural diversity in customer

service

4.4 Explain how to recognise the following types of

customer:

  • Angry
  • Distressed
  • Upset
  • Violent

4.5 Explain how to deal with customers who are;

  • Angry
  • Distressed
  • Upset
  • Violent

5 Understand the importance

of promoting and evaluating products

and services

5.1 Detail how products and services can be promoted

in an organisation

5.2 Explain the importance of evaluating customer

service

5.3 Identify methods of evaluation of the customer

experience that may be used

5.4 Detail how customer feedback is disseminated to

colleagues

5.5 Explain how evaluation can lead to customer service

improvements

 

Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)

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