What will your employees achieve? Customer Service is an NVQ Level 2 qualification. NVQs are practical qualifications which assess and recognise the skills, knowledge and understanding your employees have in a work situation. This NVQ offers your employees the opportunity to demonstrate they have the skills to carry out their role to national standards. It will also broaden their knowledge of customer service procedures. Having a recognised qualification will help them in their work, and open doors to future career development. Who is it aimed at? Customer Service is designed for employees who work in customer-facing roles. This includes: - Experienced employees, who wish to have their competency recognised and gain certification
- New employees who have undergone basic training and are in the process of gaining experience
There are no entry requirements or age restrictions. The NVQ Level 2 focuses on problem solving, the development of good customer service and new customer support improvements. It allows your employees to demonstrate competence in areas such as - Dealing with customers face-to-face and on the telephone
- Dealing with customer queries and problems
- Developing customer relationships
How long will it take? Seven units must be completed. This can be done over a period of time, which is negotiable with our trainers and assessors. There are no written exams – our assessors will look at the evidence your employees provide to see whether they meet the requirements. Evidence could include statements from managers or documents such as memos, emails or notes. What does the course cover? Two mandatory units and five optional units (preferably one from each theme) must be completed. Mandatory units - Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units 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 the customers in writing or using ICT
- Deal with customers face to face
- Deal with customers by telephone
Delivery - Deliver reliable customer service
- Deliver customer service on your customer’s premises
- Recognise diversity when delivering customer service
Handling problems - Recognise and deal with customer queries, requests and problems
- Resolve customer service problems
Development and improvement - Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service
Each unit is broken down into elements, which describe the tasks to be carried out.
For example, Unit 9 (Deal with customers by telephone) covers - Element 9.1 Use the telephone system effectively
- Element 9.2 Plan and make focused telephone calls to your customer
- Element 9.3 Handle incoming calls effectively
Further Information NVQ Level 2 in Customer Service handbook Return back to main course directory
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