UNIT OF COMPETENCY: PARTICIPATE IN WORKPLACE COMMUNICATIONS

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION

MODULE DESCRIPTOR: This module covers the knowledge, skills and attitudes required
to gather, interpret and convey information in response to
workplace requirements.

NOMINAL DURATION: 5 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents

LO3. Participate in workplace meetings and discussions

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

ASSESSMENT CRITERIA:

1. Specific and relevant information is accessed from appropriate sources

2. Effective questioning, active listening and speaking skills are used to gather and convey
information
3. Appropriate medium is used to transfer information and ideas
4. Appropriate non-verbal communication is used
5. Appropriate lines of communication with supervisors and colleagues are identified and
followed
6. Defined workplace procedures for the location and storage of information are used
7. Personal interaction is carried out clearly and concisely

CONTENTS:

1. Effective communication
2. Different modes of communication
3. Written communication
4. Organizational policies
5. Sources of information
6. Types of question
7. Medium of communication
8. Flow of communication
9. Storage system
10. Telephone courtesy

CONDITIONS:

The students/ trainees may be provided with the following:

1. Fax machine
2. Telephone
3. Writing materials
4. Internet

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHOD:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS.

ASSESSMENT CRITERIA:

1. Range of forms relating to conditions of employment are completed accurately and

legibly
2. Workplace data is recorded on standard workplace forms and documents
3. Basic mathematical processes are used for routine calculations
4. Errors in recording information on forms/ documents are identified and properly acted
upon
5. Reporting requirements to supervisors are completed according to organizational
guidelines

CONTENTS:

1. Technology relevant to the enterprise and the individual’s work

2. Types of workplace documents and forms
3. Basic mathematical concepts
4. Kinds of workplace report

CONDITIONS:

The students/ trainees may be provided with the following:

1. Fax machine
2. Telephone
3. Writing materials
4. Internet

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHOD:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS.

ASSESSMENT CRITERIA:

1. Team meetings are attended on time

2. Own opinions are clearly expressed and those of others are listened to without
interruption
3. Meeting inputs are consistent with the meeting purpose and established protocols
4. Workplace interactions are conducted in a courteous manner
5. Questions about simple routine workplace procedures and matters concerning working
conditions of employment are asked and responded to according to organizational
guidelines
6. Meetings outcomes are interpreted and implemented

CONTENTS:

1. Communication procedures and systems

2. Meeting protocols
3. Nature of workplace meeting
4. Barriers of communication
5. Workplace interactions
6. Non-verbal communication

CONDITIONS:

The students/ trainees may be provided with the following:

1. Fax machine
2. Telephone
3. Writing materials
4. Internet

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHOD:

1. Demonstration
2. Observation
3. Interviews/ Questioning
UNIT OF COMPETENCY: WORK IN A TEAM ENVIRONMENT.

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT.

MODULE DESCRIPTOR: This module covers the skills, knowledge and attitudes to identify
role and responsibility as a member of a team.

NOMINAL DURATION: 5 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Describe team role and scope

L02. Identify own role and responsibility within team

LO3. Work as a team member

LO1. DESCRIBE TEAM ROLE AND SCOPE.

ASSESSMENT CRITERIA:

1. The role and objective of the team is identified from available sources of information.
2. Team parameters, reporting relationships and responsibilities are identified from team
discussions and appropriate external sources.

CONTENTS:

1. Team roles.
2. Definition of Team.
3. Difference between team and group.
4. Different sources of information.
5. Objectives and goals of team.

CONDITIONS:

The students/ trainees may be provided with the following:

1. Standard operating and/or other workplace procedures

2. Job procedures
3. Machine/ equipment manufacturer’s specifications and instructions
4. Organizational or external personnel
5. Client/ supplier instructions
6. Quality standards
7. OHS and environmental standards

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO2. IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN TEAM.

ASSESSMENT CRITERIA:

1. Individual role and responsibilities within the team environment are identified.
2. Roles and responsibility of other team members are identified and recognized.
3. Reporting relationships within team and external to team are identified

CONTENTS:

1. Team structure
2. Roles and responsibility of team members
3. Teams in work environment
4. Fundamental rights at work including gender sensitivity

CONDITIONS:

The students/ trainees may be provided with the following:

1. Standard operating and/or other workplace procedures

2. Job procedures
3. Machine/ equipment manufacturer’s specifications and instructions
4. Organizational or external personnel
5. Client/ supplier instructions
6. Quality standards
7. OHS and environmental standards

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO3. WORK AS A TEAM MEMBER.

ASSESSMENT CRITERIA:

1. Effective and appropriate forms of communications used and interactions undertaken

with team members who contribute to known team activities and objectives
2. Effective and appropriate contributions made to complement team activities and
objectives, based on individual skills and competencies and workplace context
3. Observed protocols in reporting using standard operating procedures
4. Contribute to the development of team work plans based on an understanding of
team’s role and objectives and individual competencies of the members

CONTENTS:

1. Communication process
2. Group planning and decision making
3. Team goals and objectives
4. Understanding individual competencies relative to teamwork
5. Types of individuals
6. Role of leaders

CONDITIONS:

The students/ trainees may be provided with the following:

1. Standard operating and/or other workplace procedures

2. Job procedures
3. Machine/ equipment manufacturer’s specifications and instructions
4. Organizational or external personnel
5. Client/ supplier instructions
6. Quality standards
7. OHS and environmental standards

METHODOLOGIES:

1. Group discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
promoting career growth and advancement.

NOMINAL DURATION : 4 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:

1. Personal growth and work plans are pursued towards improving the qualifications set
for the profession
2. Intra- and interpersonal relationships are maintained in the course of managing oneself
based on performance evaluation
3. Commitment to the organization and its goal is demonstrated in the performance of
duties

CONTENTS:

1. Work values and ethics (Code of conduct, Code of Ethics, etc.)

2. Understanding personal objectives
3. Understanding organizational goals
4. Difference between intra and interpersonal skills
5. Performance evaluation

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. Case studies/ scenarios

METHODOLOGIES:

1. Discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:

1. Competing demands are prioritized to achieved personal, team and organizational goals
and objectives
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments
3. Practices along economic use and maintenance of equipment and facilities are followed
as per established procedures

CONTENTS:

1. Company policies
2. Company operations, procedures and standards
3. Time management
4. Basic strategic planning concepts
5. Resource utilization and management

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. Case studies/ scenarios

METHODOLOGIES:

1. Discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIA:

1. Training and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/ received and demonstrated as proof of career advancement
3. Licenses and/or certifications relevant to job and career are obtained and renewed

CONTENTS:

1. Career development opportunities

2. Company recognition and incentives
3. Information on relevant licenses and/ or certifications

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. Case studies/ scenarios

METHODOLOGIES:

1. Discussion
2. Interaction

ASSESSMENT METHODS:

1. Demonstration
2. Observation
3. Interviews/ Questioning
UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES

MODULE DESCRIPTOR :

NOMINAL DURATION : 4 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Identify hazards and risks

LO2. Evaluate hazards and risks

LO3. Control hazards and risks

LO4. Maintain OHS awareness

LO1. IDENTIFY HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Safety regulations and workplace safety and hazard control practices and procedures
are clarified and explained based on organization procedures
2. Hazards/risks in the workplace and their corresponding indicators are identified to
minimize or eliminate risk to co-workers, workplace and environment in accordance
with organization procedures
3. Contingency measures during workplace accidents, fire and other emergencies are
recognized and established in accordance with organization procedures

CONTENTS:

1. OHS procedures and practices and regulations

2. Hazards/risks identification and control
3. OHS indicators
4. Organizational contingency practices

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. OHS personal records
3. PPE
4. Health records

METHODOLOGIES:

1. Discussion
2. Plant tour
3. Symposium

ASSESSMENT METHODS:

1. Observation
2. Interview
LO2. EVALUATE HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Terms of maximum tolerable limits which when exceeded will result in harm or damage
are identified based on threshold limit values (TLV)
2. Effects of the hazards are determined
3. OHS issues and/or concerns and identified safety hazards are reported to designated
personnel in accordance with workplace requirements and relevant workplace OHS
legislation

CONTENTS:

1. Threshold Limit Value (TLV)

2. Effects of safety hazards

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. OHS personal records
3. PPE
4. Health records

METHODOLOGIES:

1. Discussion
2. Plant tour
3. Symposium

ASSESSMENT METHODS:

1. Observation
2. Interview
LO3. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Occupational Health and Safety (OHS) procedures for controlling hazards/ risks in
workplace are consistently followed
2. Procedures for dealing with workplace accidents, fire and emergencies are followed in
accordance with organization OHS policies
3. Personal Protective Equipment (PPE) is correctly used in accordance with organization
OHS procedures and practices
4. Appropriate assistance is provided in the event of a workplace emergency in
accordance with established organization protocol

CONTENTS:

1. Personal hygiene practices

2. Organization safety and health protocol
3. Company emergency procedure practices

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. OHS personal records
3. PPE
4. Health records

METHODOLOGIES:

1. Discussion
2. Plant tour
3. Symposium

ASSESSMENT METHODS:

1. Observation
2. Interview
LO4. MAINTAIN OHS AWARENESS

ASSESSMENT CRITERIA:

1. Emergency-related drills and trainings are participated in as per established organization

guidelines and procedures
2. OHS personal records are completed and updated in accordance with workplace
requirements

CONTENTS:

1. Workplace OHS personal records

2. Information on emergency-related drills

CONDITIONS:

The students/ trainees may be provided with the following:

1. Workplace or assessment location

2. OHS personal records
3. PPE
4. Health records

METHODOLOGIES:

1. Discussion
2. Plant tour
3. Symposium

ASSESSMENT METHODS:

1. Observation
2. Interview
UNIT OF COMPETENCY : APPLY QUALITY STANDARDS

MODULE TITLE : APPLYING QUALITY STANDARDS

MODULE DESCRIPTOR : This unit covers the knowledge, skills, attitudes and values
needed to apply quality standards in the workplace. The
unit also includes the application of relevant safety
procedures and regulations, organization procedures and
customer requirements.

NOMINAL DURATION : 9 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Assess quality of received materials

LO2. Assess own work

LO3. Engage in quality improvement

LO1. ASSESS QUALITY OF RECEIVED MATERIALS

ASSESSMENT CRITERIA:

1. Work instruction is obtained and work is carried out in accordance with standard
operating procedures
2. Received materials are checked against workplace standards and specifications
3. Faulty materials related to work are identified and isolated
4. Faults and any identified causes are recorded and / or reported to the supervisor
concerned in accordance with workplace procedures
5. Faulty materials are replaced in accordance with workplace procedures

CONTENTS:

1. Relevant production processes, materials and products

2. Characteristic of materials, software and hardware used in production processes
3. Quality checking procedures
4. Quality workplace procedures
5. Identification of faulty materials related to work

CONDITIONS:

The students/ trainees may be provided with the following:

1. Materials, software and hardware to be used in a real or simulated situation

METHODOLOGIES:

1. Field Trip
2. Symposium
3. Problem Solving
4. Film showing
5. Simulation
6. Individualize learning

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO2. ASSESS OWN WORK

ASSESSMENT CRITERIA:

1. Documentation relative to quality within the company is identified and used

2. Completed work is checked against workplace standards relevant to the task
undertaken
3. Errors are identified and isolated
4. Information on the quality and other indicators of production performance are recorded
in accordance with workplace procedures
5. In cases of deviations from specific quality standards, causes are documented and
reported in accordance with the workplace’s standard operating procedures

CONTENTS:

1. Safety and environmental aspects of production processes

2. Fault identification and reporting
3. Workplace procedure in documenting completed work
4. Workplace quality indicators

CONDITIONS:

The students/ trainees may be provided with the following:

1. Materials, software and hardware to be used in a real or simulated situation

METHODOLOGIES:

1. Field Trip
2. Symposium
3. Problem Solving
4. Film showing
5. Simulation
6. Individualize learning

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO3. ENGAGE IN QUALITY IMPROVEMENT

ASSESSMENT CRITERIA:

1. Process improvement procedures are participated in relative to workplace assignment

2. Work is carried out in accordance with process improvement procedures
3. Performance of operation or quality of product of service to ensure customer
satisfaction is monitored

CONTENTS:

1. Quality improvement processes

2. Company customers defined

CONDITIONS:

The students/ trainees may be provided with the following:

1. Materials, software and hardware to be used in a real or simulated situation

METHODOLOGIES:

1. Field Trip
2. Symposium
3. Problem Solving
4. Film showing
5. Simulation
6. Individualize learning

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTOR : This unit covers the knowledge, skills, attitudes and values
needed to perform computer operations which include
inputting, accessing, producing and transferring data using
the appropriate hardware and software.

NOMINAL DURATION : 9 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Plan and prepare for task to be undertaken

LO2. Input data into computer

LO3. Access information using computer

LO4. Produce output/ data using computer system

LO5. Use basic functions of a www-browser to locate information

LO6. Maintain computer equipment and systems

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN

ASSESSMENT CRITERIA:

1. Requirements of task are determined in accordance with the required output

2. Appropriate hardware and software are selected according to task assigned and
required outcome
3. Task is planned to ensure that OH & S guidelines and procedures are followed
4. Client- specific guidelines and procedures are followed
5. Required data security guidelines are applied in accordance with existing procedures

CONTENTS:

1. Main types of computers and basic features of different operating systems

2. Main parts of a computer
3. Information on hardware and software
4. Data security guidelines

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO2. INPUT DATA INTO COMPUTER

ASSESSMENT CRITERIA:

1. Data are entered into the computer using appropriate program/ application in
accordance with company procedures
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures
3. Inputted data is stored in storage media according to requirement
4. Worked is performed within ergonomic guidelines

CONTENTS:

1. Basic ergonomics of keyboard and computer user

2. Storage devices and basic categories of memory
3. Relevant types of software

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO3. ACCESS INFORMATION USING COMPUTER

ASSESSMENT CRITERIA:

1. Correct program/ application is selected based on job requirements

2. Program/ application containing the information required is accessed according to
company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes
4. Keyboard techniques are carried out in line with OH & S requirements for safe use of
keyboards

CONTENTS:

1. General security, privacy legislation and copyright

2. Productivity application
3. Business application

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO4. PRODUCE OUTPUT/ DATA USING COMPUTER

ASSESSMENT CRITERIA:

1. Entered data are processed using appropriate software commands

2. Data are printed out as required using computer hardware/ peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer software,
hardware/ peripheral devices in accordance with standard operating procedures

CONTENTS:

1. Computer application in printing, scanning and sending facsimile

2. Types and function of computer peripheral devices

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO5. USE BASIC FUNCTIONS OF A WWW-BROWSER TO LOCATE INFORMATION

ASSESSMENT CRITERIA:

1. Information requirements for internet research are established

2. Browser is launched
3. Search engine is loaded
4. Appropriate search criteria/ or URL of site is entered
5. Relevant links are followed to locate required information
6. Useful pages are bookmarked or printed as required

CONTENTS:

1. Basic internet operation

a. Web address
b. Types and functions of search engines
2. Different web browser security features and maintenance

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
LO6. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

ASSESSMENT CRITERIA:

1. Procedures for ensuring security of data, including regular back-ups and virus checks are
implemented in accordance with standard operating procedures
2. Basic file maintenance procedures are implemented in line with the standards operating
procedures

CONTENTS:

1. Computer equipment/ system basic maintenance procedures

2. Viruses
3. OH & S principles and responsibilities
4. Calculating computer capacity
5. System software
6. Basic file maintenance procedures

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer hardware with peripherals

2. Appropriate software

METHODOLOGIES:

1. Modular
2. Film Showing
3. Computer based training (E-learning)
4. Project Method

ASSESSMENT METHODS:

1. Demonstration and Questioning

2. Observation and Questioning
3. Third Party Report
UNIT OF COMPETENCY : COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE

MODULE TITLE : COMMUNICATING EFFECTIVELY IN ENGLISH FOR

CUSTOMER SERVICE

MODULE DESCRIPTOR : This unit covers the knowledge and skills needed to
communicate effectively in English while conducting a
customer service delivery process.

NOMINAL DURATION : 36 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Demonstrate an ability to express oneself in a clear and concise manner

LO2. Demonstrate an ability to listen and comprehend effectively

LO1. DEMONSTRATE AN ABILITY TO EXPRESS ONESELF IN A CLEAR AND CONCISE MANNER

ASSESSMENT CRITERIA:

1. Proficiency in communication is manifested by expressing oneself effectively

2. 3 C’s of communication is applied to effectively deliver messages, feedback and
instruction

CONTENTS:

1. Requires knowledge of
a. Call flow process/ procedure
b. Product knowledge (Optional)
c. Rules of basic grammar in verbal communication
2. Requires appropriate attitude on
a. Confidence in speaking English

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access

METHODOLOGIES:

1. Lecture
2. Group discussion and dialogs
3. Listening to audio and/or viewing video recordings
4. Homework and assigned readings
5. (Activity) Role Play
6. In-house/ Enterprise- based training by contact centers or in partnership with contact
centers

ASSESSMENT METHOD:

1. Demonstration with oral questioning

LO2. DEMONSTRATE AN ABILITY TO LISTEN AND COMPREHEND EFFECTIVELY

ASSESSMENT CRITERIA:

1. Listening effectively is demonstrated by being able to appropriately respond to

questions and requests
2. Comprehension is demonstrated by being able to respond effectively with awareness of
audience and purpose

CONTENTS:

1. Requires knowledge of:

a. Rules of basic communication
b. Rules of effective business communication in customer service

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHOD:

1. Demonstration with oral questioning

UNIT OF COMPETENCY : PERFORM CUSTOMER SERVICE DELIVERY PROCESS

MODULE TITLE : PERFORMING CUSTOMER SERVICE DELIVERY PROCESS

MODULE DESCRIPTOR : This unit covers the knowledge and skills needed to
effectively conduct a customer service delivery process.

NOMINAL DURATION : 36 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Demonstrate an ability to answer or make a call

LO2. Demonstrate an ability to identify a customer need

LO3. Demonstrate an ability to capture and provide information and/or directions

LO1. DEMONSTRATE AN ABILITY TO ANSWER OR MAKE A CALL

ASSESSMENT CRITERIA:

1. Calls are answered in accordance with enterprise inbound procedures

2. Calls are made in accordance with enterprise outbound procedures

CONTENTS:

1. Requires knowledge of:

a. Call flow process/ procedure
b. Rules of basic grammar in verbal communication
c. Rules of basic communication

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access (Optional)

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHODS:

1. Demonstration with oral questioning

LO2. DEMONSTRATE AN ABILITY TO IDENTIFY A CUSTOMER NEED

ASSESSMENT CRITERIA:

1. Customer needs are identified appropriately to avoid irritation

2. Customer concern is clarified or confirmed by paraphrasing

CONTENTS:

1. Requires knowledge of:

a. Industry, job expectations and career opportunities in contact centers
b. Fundamentals of customer service (Principles for complete customer service, the
rules of good customer service and the types of contact center processes
c. (Optional) Product knowledge
d. Rules of effective business communication in customer service

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access (Optional)

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHODS:

1. Demonstration with oral questioning

LO3. DEMONSTRATE AN ABILITY TO CAPTURE AND PROVIDE INFORMATION AND/OR
DIRECTIONS

ASSESSMENT CRITERIA:

1. Information from a call is captured and recorded accurately in accordance with

prescribed process guidelines
2. Ability to carry out written and verbal instructions is demonstrated accurately in
accordance with prescribed process guidelines
3. Ability to direct the customer concerns to the correct department or support group is
demonstrated accurately in accordance with prescribed process guidelines

CONTENTS:

1. Requires appropriate attitude on:

a. Confidence in Speaking English

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access (Optional)

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHODS:

1. Demonstration with oral questioning

UNIT OF COMPETENCY : DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE
CUSTOMERS

MODULE TITLE : DEMONSTRATING ABILITY TO EFFECTIVELY ENGAGE

CUSTOMERS

MODULE DESCRIPTOR : This unit covers the knowledge and skills needed to
demonstrate an ability to engage customers

NOMINAL DURATION : 36 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Demonstrate an ability to empathize with customer

LO2. Demonstrate an ability to manage difficult conversations

LO1. DEMONSTRATE AN ABILITY TO EMPATHIZE WITH CUSTOMER

ASSESSMENT CRITERIA:

1. Ability to sense feelings of customer and respond accordingly to acknowledge such

feelings is demonstrated
2. Empathy for the customer was demonstrated according to the purpose of the call

CONTENTS:

1. Requires knowledge of:

a. Call flow process/ procedure
b. (Optional) Product knowledge
c. Rules of basic grammar in verbal communication
d. Rules of basic communication
e. Rules of effective business communication in customer service
f. Rules for building effective interpersonal relationships
2. Requires appropriate attitude on:
a. Confidence in speaking English

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHODS:

1. Demonstration with oral questioning

LO2. DEMONSTRATE AN ABILITY TO MANAGE DIFFICULT CONVERSATIONS

ASSESSMENT CRITERIA:

1. Methods and techniques are applied for managing difficult conversations in order to
diffuse an upset customer in accordance with prescribed process guidelines
2. Manifestations of stress in conversations are avoided in accordance with prescribed
process guidelines

CONTENTS:

1. Methods and techniques for answering customer complaints

2. Methods and techniques for managing difficult customer
3. Methods and techniques for managing conflict and stress

CONDITIONS:

The students/ trainees may be provided with the following:

1. Computer with peripherals

2. Internet access

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHODS:

1. Demonstration with oral questioning