Customer Care Best Practice Guide

Project Website hosted as part of www.bcsc.org.uk

Funded by
BCSC Educational Trust

1.

Course curriculum detailing the framework of the proposed course. This will assist the independent consultant in reviewing each of the proposed courses in relation to meeting the expected training outcomes. The course curriculum must include:

• Course summary to show how the curriculum content of the proposed course matches with the Core Competencies and their objectives.
  
  The applicant is required to outline the course concept, the breakdown of topics and which of the Core Competencies are covered in each topic as outlined in Table 2.
  
  It is understood that the proposed course will be unlikely to cover all the Core Competency. However to ensure that the BCSC’s objectives on Customer Care Best Practice are covered, the applicant is required to fully cover two-thirds of the core competencies outlined in each potential course.
  
• Course strategy detailing how the training is going to be administered to meet the expected outcomes as indicated in Table 3, for example: 
  • What is the strategy for delivering the course, e.g. through lecture, demonstration, seminar, e-learning etc.
  • What is the duration of the training course
  • Failities, e.g. what will be required and how it will be provided
  • Where the course be taught, e.g. is it going to be held in one regional location only or cover other areas in the country
  • What is to be provided to support independent study
  
  The proposed course could be either, a newly developed course tailored for this training scheme or an existing course the applicnt has delivered. For the latter, the applicant is required to provide a sample of course material.
  
  The template for this documentation is detailed in form 1

2.

Resources documentation demonstrating the capacity of the applicant to deliver the course. This includes:

• Background and experience of the course provider
• Staff resources
• Physical resources
• CV of tutors/trainers teaching the proposed course
• Finance statement – BCSC require applicants to confirm they are financial capable to finance / conduct the training course(s) throughout the year.

3.

Procedure documentation explaining how the applicant proposes to establish:

• The course registration and payment procedure
• The course feedback procedure
• The assessment procedure applied to the course. BCSC are not suggesting which methods would be appropriate, but require that course attendees are assessed on what they have learnt before certificates are awarded. Applicants are required to explain the method of assessment and the criteria.

4.

Self-Assessment Form to indicate which of the Core Competencies are covered by the modules in the course. This will assist the independent consultants in establishing the extent to which the proposed course covers the Core Competencies.

The template for this documentation is detailed in form 2