Customer Service
NVQ level 2,3
Who is the course for?
This qualification is for anyone who works in a customer focused environment. They must show a sufficient level of competence to complete 2 mandatory units and 5 optional units. At least 1 unit should be taken from each Theme.
What are the entry requirements?
There are no formal entry requirements but candidates must be in the appropriate working environment.
Mandatory:
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional
Theme: Impression and image
- Give customers a positive impression of yourself and your organisation
- Promote additional services or products to customers.
- Process customer service information
- Live up to the customer service promise
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing or using ICT
- Deal with customer face to face
- Deal with customers by telephone
Theme : Delivery
- Deliver reliable customer service
- Deliver customer service on your customers premises
- Recognise diversity when delivering customer service
Theme: Handling Problems
- Recognise and deal with customers queries, requests and problems
- Resolve customer service problems
Theme: Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service.
awarded by: 
For more information, call 01788 892050 or email us.
FAQ
What is a NVQ?
A NVQ is a National Vocational Qualification, like a GCSE, and is therefore valuable and means something. The achievement of a NVQ means that the employee is competent to perform the job to a benchmark standard set by the relevant Sector Skills Council.
Where would the assessment take place?
It would be carried out in the workplace and fits in with everyday work demands and responsibilities.
How long will it take?
As little as 12 weeks, or as long as required. As a guide, a standard NVQ Level 2 qualification would not normally take more than 6 months. To gain the NVQ, the Learner needs to show that they are working to the required standards consistently over a period of time.
How is the NVQ achieved?
NVQs are obtained through building a portfolio of evidence. Evidence can comprise of emails, delivery paperwork, photographs, video recordings, audio recordings, guided discussions, statements from line managers etc, and observations by the Assessor.
Who will carry out the Assessment?
The Assessor assigned will be Sector Competent. That is to say, they have extensive, proven experience in actually doing the jobs they are assessing and have not obtained their knowledge solely from a text book. The Assessor is there to assist, advise and guide the Learner through all aspects of the NVQ process. The Assessor reviews the evidence presented, measures the evidence against the standards, and provides regular feedback.
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