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NVQ in Customer Service Level 2
Who the qualification is for
This qualification is for anybody whose role is dealing with customers, whether on the telephone, face-to-face or in correspondence (letter or e-mail). It recognises that employees assist customers in many different ways - some may just give or process customer service information, whilst others support customer service problems or work in a customer facing role. It gives people real and practical skills to help them to do their job, and benchmarks their ability, recognising their own personal qualities through the level they have attained.
The flexibility of the course allows them to:
Qualification Structure
The units for this qualification have been assembled into five themes. Candidates are required to complete six units for this award: two from the first theme are mandatory and the other four are optional. Candidates must complete at least one optional unit from each subsequent theme.
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Mandatory Units
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Customer Service Foundations
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| 101 |
Prepare yourself to deliver good customer service (M) |
| 105 |
Provide customer service within the rules (M) |
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Optional Units
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Impression and Image - Must choose at least one from the following themes:
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| 201 |
Give customers a positive impression of yourself and your organisation (O) |
| 202 |
Promote additional services or products to customers (O) |
| 203 |
Process customer service information (O) |
| 204 |
Live up to the customer service promise (O) |
| 205 |
Make customer service personal (O) |
| 206 |
Go the extra mile in customer service (O) |
| 207 |
Deal with customer service in writing or using ICT (O) |
| 208 |
Deal with customers face to face (O) |
| 209 |
Deal with customers by telephone (O) |
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Delivery
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| 210 |
Deliver reliable customer service (O) |
| 211 |
Deliver customer service on your customer’s premises (O) |
| 212 |
Recognise diversity when delivering customer service (O) |
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Handling Problems
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| 106 |
Recognise and deal with customer queries, requests and problems (O) |
| 213 |
Resolve customer service problems (O) |
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Development and Improvement
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| 214 |
Develop customer relationships (O) |
| 215 |
Support customer service improvements (O) |
| 216 |
Develop personal performance through delivering customer service (O) |
| Candidates may choose at least one unit from each theme in relation to job role and duties. |
The course includes assessment by the assessor at the employers’ premises. Candidates must be employed, as much of the coursework also involves assignments/assessments based around their job-role. These include a number - maybe 3 to 6 - of (unobtrusive) observation-based assessments at work and we usually work closely with line managers in the practical arrangements. Most employers are really supportive about their employees attending the training and taking part in the programme, as they recognise the value to their business of employees gaining new skills and a valuable nationally-recognised qualification.
The programme is highly flexible, and the duration of the programme is not fixed; it can depend on extra-curricular time that delegates can commit, as well as the flexibility of the employer and delegates’ self-discipline. Normally, one should allow approximately 10 - 15 weeks to complete the course.
It is very important to understand that the free course and training is provided on the basis that - from the outset - you are committed to completion of the course.
How to apply
To
contact our training staff please email us on info@atc-uk.com or call us
on 020
8992 4144
Acton Training Centre is
committed
to promoting Equal Opportunity and celebrating Diversity
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