Customer Service NVQ

Customer Service NVQ
(National Vocational Qualifications) Level 2

Van Hee currently provides training and assessment to achieve National Vocational Qualifications (NVQ). The NVQ is based upon the capability of the individual to do a job.

Competence is assessed through observation of practical work supported by oral questioning and project work against nationally recognised standards developed by industry.

NVQ’s differ from more traditional forms of qualification in that they are not timed served and there are no formal qualifications involved in their achievement, therefore the more effort that is put in by the candidate the faster they can complete the qualification and become qualified.

Structure of the Qualification
The Customer Service NVQ Level 2 is a seven unit qualification. Candidates must achieve the two mandatory units together plus five optional units.

Van Hee currently provides training and assessment to achieve National Vocational Qualifications (NVQ). The NVQ is based upon the capability of the individual to do a job.

Competence is assessed through observation of practical work supported by oral questioning and project work against nationally recognised standards developed by industry.

NVQ’s differ from more traditional forms of qualification in that they are not timed served and there are no formal qualifications involved in their achievement, therefore the more effort that is put in by the candidate the faster they can complete the qualification and become qualified.

Structure of the Qualification
The Customer Service NVQ Level 2 is a seven unit qualification. Candidates must achieve the two mandatory units together plus five optional units.

Units of Competence
Mandatory Units

• Unit 1 Prepare yourself to deliver good customer service.
• Unit 5 Provide customer service within the rule.

Optional Units
Impression and Image

• Unit 9 Give customers a positive impression of yourself and your organisation.
• Unit 10 Promote additional services or products to customers.
• Unit 11 Process customer service information.
• Unit 12 Live up to the customer service promise.
• Unit 13 Make customer service personal.
• Unit 14 Go the extra mile in customer service.
• Unit 15 Deal with the customers in writing or using ICT.
• Unit 16 Deal with customers face to face.
• Unit 17 Deal with customers by telephone.

Delivery

• Unit 21 Deliver reliable customer service.
• Unit 22 Deliver customer service on your customer’s premises.
• Unit 23 Recognise diversity when delivering customer service.

Handling problems

• Unit 6 Recognise and deal with customer queries, requests and problems.
• Unit 31 Resolve customer service problems.

Development and Improvement

• Unit 36 Develop customer relationships.
• Unit 37 Support customer service improvements.
• Unit 38 Develop personal performance through delivering customer service.

To gain the full NVQ both mandatory units plus five optional units must be achieved. At least one option unit should be taken from each theme.