NVQ 2 CUSTOMER SERVICE
Entry Requirements
No formal requirements but students need to
be working in a customer-focused role. The Institute for Customer Service
defines a suitable candidate for the Customer Service NVQ Level 2 as
someone 'whose customer service role requires well developed behavioural
competence, but whose scope for independent decision making and bringing
about change is limited'.
Description
Customer Service NVQ
Level 2 is delivered wholly in the workplace. You will be allocated a
personal assessor and supplied with all the necessary reading and
assessment materials. Your assessor will provide you with at least 6 hours
of personal tutorial support at pre-arranged times. In addition, there
will be 5 hours of personal assessment achieved through a variety of
methods including observation in the workplace, witness testimonies and
professional discussion.
Course Content
The programme
consists of four mandatory units plus one optional unit.
The
mandatory units are:
- Give customers a positive impression of your
organisation
- Deliver reliable customer service
- Develop customer
relationships
- Resolve customer service problems
One unit must
also be chosen from the following optional units:
- Support customer
service improvements
- Develop personal performance through delivering
customer service
- Promote additional products or services to customers
-
Process
Where a course is aimed towards an assessment/examination, it
is expected that all students will enter for the qualification.
Method
of Assessment
Assessment is by production of a personal portfolio
of evidence demonstrating understanding and application of the NVQ 2
performance criteria
Progression
NVQ Level 3 Customer Service
- this requires working at a supervisory level
Materials
Books and other study materials will be recommended as
required individually. Small and large ring binder and indexing needed for
portfolio production.
