Module Code: A6CCR
Long Title Client Communication and Relationships
Title Client Communication and Relationships
Module Level: LEVEL 6
EQF Level: 5
EHEA Level: Short Cycle
Credits: 10
Module Coordinator: JONATHAN BRITTAIN
Module Author: JONATHAN BRITTAIN
Departments: School of Business
Specifications of the qualifications and experience required of staff  
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Demonstrate a client focus and seek to constantly improve the client experience
LO2 Establish themselves as a reliable point of contact for internal and external clients
LO3 Explain and justify decisions and actions to specialists and non-specialists, in a professional manner;
LO4 Meet, as well as manage, internal and external client expectations;
LO5 Maintain effective relationships when interacting with clients in all circumstances, whether familiar, unfamiliar, foreseen or unforeseen;
LO6 Identify, clarify, record and acknowledge complaints in line with organisational procedures;
LO7 Promote, progress, raise awareness and / or report of issues or complaints that have been cited by internal and external clients to team members and / or leaders (as appropriate);
LO8 Differentiate between issues that can be managed locally and is within their remit, and those issues that are outside of their role to resolve.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is required before enrolment on this module. While the prior learning is expressed as named NCI module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
Co-requisite Modules
No Co-requisite modules listed
Entry requirements  
 

Module Content & Assessment

Indicative Content
Overview
Apprentices will interact with a variety of customers / clients (internal and external) and this module aims to promote the development of effective relationships with clients and key contacts, and the management and resolution of issues through effective communication. The Occupational Profile for an IFS Associate identifies skills in customer communication and relationships as being a central to the role.
Topics to be covered
Client Service & Client Service Expectations; Service Level Agreements; Task framework / structure; Client Communication; Client / professional standards and communication etiquette ; Answering and addressing Client concerns; Complaints Handling; Escalation Points; SOP’s and Job Aids for Client Interaction;
Assessment Breakdown%
Workplace Assessment100.00%

Assessments

Full Time

No Coursework
No End of Module Assessment
Workplace Assessment
Assessment Type: Portfolio % of total: 100
Assessment Date: n/a Outcome addressed: 1,2,3,4,5,6,7,8
Non-Marked: No
Assessment Description:
The assessment for this module will comprise the generation of a Work-Based Portfolio. The portfolio will be organised and evidenced by the Learner, with Mentor and Supervisor support and guidance. A range of varied evidence can be presented to satisfy the learning outcomes. Suitable evidence for the Work-Based Portfolio for this module include: • evidenced interactions with clients; client feedback; client communications; role play and simulation; witness statements; narrative describing client interactions. • Evidence of complaint handling and resolution; Q & A; witness statement; narrative describing events of complaint handling and resolution.
Reassessment Requirement
Coursework Only
This module is reassessed solely on the basis of re-submitted coursework. There is no repeat written examination.

NCIRL reserves the right to alter the nature and timings of assessment

 

Module Workload

Module Target Workload Hours 0 Hours
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Seminars A Work-Based Portfolio tutorial will be delivered each week of their attendance at college in the two academic years, for one hour. The aim of this tutorial is to guide, support, and monitor the progress of learners toward the achievement of their work-based modules. The tutorial is delivered by the learner’s assigned Academic Supervisor. In addition, the Academic Supervisor will monitor the progress of the learner in the generation of evidence and completion of the module 26 Every Week 26.00
Workbased learning A combination of one-to-one meetings with workbased mentor and on the job learning. the Workplace Mentor will formally monitor progress once a month, at a minimum. 157 Every Week 157.00
Directed Learning Directed elearning 15 Every Week 15.00
Independent Learning No Description 50 Every Week 50.00
Lecturer-Supervised Learning (Contact) Academic Supervisor visits 2 Every Week 2.00
Total Weekly Contact Hours 200.00
 

Module Resources

This module does not have any book resources
This module does not have any article/paper resources
Other Resources
  • The IFS employing organisation will be the main source of supporting resources. Commonly IFS organisations have e-learning resources that can be accessed to support learning, as well as other learning supports..
Discussion Note: