Facilitate PPT On Customer Service

FIRST CITY PROVIDENTIAL
COLLEGE
CITY OF SANJOSE DEL MONTE,

Province of Bulacan
CUSTOMER SERVICES NCII
COURSES OFFERED
PREPARATORY TO JUNIOR HIGH SCHOOL
Grade VII
Grade VIII
Grade IX
Grade X
SENIOR HIGH SCHOOL

Grade XI - STRANDS
STEM
GAS
TVL
H.E. - Bread and Pastry
FBS
CBT
Or
Competency-
Based Training
Traditional Educational System
 the unit of progression is time
and it is teacher-centered
Competency-Based
Training system
The unit of progression is

mastery of specific
knowledge and skills and
is learner or participant-
centered.
Two (2) key terms used in competency-based training are
 Skill – a task or group of tasks performed to

a specific level of competency or proficiency
which often use motor functions and typically
require the manipulation of instruments and
equipments (e.g. use of screwdrivers in
disassembling of computer parts.
 Competency – a skill performed to a specific
standard under specific conditions.

TEN PRINCIPLES
OF CBT
1. Training is based on
curriculum developed
from the competency
standards
Trainer should be aware

that all training
activities are done
towards the attainment of
the assessment criteria
set in the competency
based curriculum.
2. Learning is modular in its structure
One competency is generally

considered as one module. Since
learning is modular in instruction, a
trainee should be competent in the
module currently being trained before
going to the other competency
4. Training is
based on work
that must be
performed
Training is always based in
actual industry practices.
Training should provide for
a simulated work
environment
5. Training materials are
directly related to the competency
standards and curriculum
modules
CBLM used during the training should conform

to the CBT and the CS. The trainer should
always check his session plans and CBLMs to
make sure that all assessment criteria are
attained. CS always provide the minimum
requirements of the competency. Trainer should
always aim for the attainment of every
criteria. Enhancements are also encouraged
6. Assessment is based in the
collection of evidence of the
performance of work to the
industry required standard
Assessment is done to test

whether the trainee is able to
perform the job based on the
required criteria in the CS.
This should be done before a
trainee can advance to another
competency.
7. Training is based both on and off the
job components
Training is done in a simulated work
environment (laboratory) and/or in an actual
work environment such as in training cum
production, enterprise based training,
supervised industry training and on-the-job
training
8. Training program
allows for recognition
of prior learning (RPL)
or current
competencies
 Current competencies acquired through training or work
experience are recognized before training through a
validation process so that the trainer can provide activities
that match a learning level of each trainee. Prior learning is
recognized by giving them a Certificate of Achievement for
the competencies acquired previously.
9. Training
allows for
multiple entry
and exits
Trainee do not need to wait
for others to be competent
before he can exit either a
competency or the
qualification. Fast learners
may graduate faster than
others.
10. Training Program are registered with
the UTPRAS
All programs should be
registered to the Unified TVET
Program Registration and
Accreditation System. UTPRAS
registration assures the quality
of training. CB TVET system
recognizes various types of
delivery modes, both on and off
the job as long as the learning
is driven by the CS specified by
the industry
Role of the CBT Trainer
and Trainee
ROLE OF THE TRAINER
1. Serves as a team member

2. Stimulates trainees’ motivation
3. Manages learning: consultation
and facilitator
4. Evaluates student achievement
5. Assist learners to obtain
Individualized rewards
6. Serves as a model for desirable
work habits, attitudes & tasks
7. Installs confidence in the

learner
by providing experiences where
learners may succeed

ROLE OF THE TRAINEE
1. Select what and when they want

to learn it within reason
2. Learn at their own rate w/in
program guidelines
3. Choose how they want to
learn-individually
4. Decide when they are ready to
perform each task or
demonstrate
5. Evaluate their own progress to
see how well they are doing
6. Move freely in the workshop,
lab and training center
The Competencies
based on Training Regulations
UNIT OF COMPETENCY
Preparing Products for Display

Selling Products and Services
Interacting with Customers
Operating Retail Equipment
Balancing Register / Terminal
Performing Stock Control Procedures
Competency-Based Learning Materials
Competency-Based Learning Material (CBLM)
is simply a well-designed and carefully developed
learning materials that give trainees
 CBLM refer to:
1. Media that contain information related to work

equipment;
2. Learning that is guided toward achieving the
competency required in a workplace;
3. Tools that facilitate individual learning process;
4. Instrument that measure the competency required in
the workplace
CUSTOMER SERVICESNC
II
INSTITUTION LAYOUT

Progress Chart
Achievement Chart
Grading Evaluation System
Grading System
○Competent
○Not yet Competent
Evaluation System
○Written Examination
○Performance Test
○Questioning Tool

Facilitate PPT On Customer Service

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Facilitate PPT On Customer Service

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FIRST CITY PROVIDENTIAL

CITY OF SANJOSE DEL MONTE,

SENIOR HIGH SCHOOL

The unit of progression is

 Skill – a task or group of tasks performed to

standard under specific conditions.

Trainer should be aware

One competency is generally

CBLM used during the training should conform

Assessment is done to test

1. Serves as a team member

7. Installs confidence in the

learners may succeed

1. Select what and when they want

Preparing Products for Display

 CBLM refer to:

1. Media that contain information related to work

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