NVQ Level 2 Customer Service

NVQ

Inhouse

Price on request

Description

  • Type

    NVQ

  • Methodology

    Inhouse

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. Suitable for: 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.

Important information

Government funding available

About this course

There are no entry requirements or age restrictions for this NVQ.

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Course programme

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.

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.

Employer Benefits:

There are many benefits for employers who have fully trained their staff, especially at NVQ level. These include:

  • Increased customer satisfaction - "Right first time".
  • An increase in workforce morale and motivation.

Our training is:

  • Cost-effective - we will manage the project for you.
  • Delivered on the job - causing minimal disruption to operations.
  • Flexible - we tailor our training to meet your needs.

It also:

  • Reduces your insurance premiums.
  • Assist with corporate manslaughter legislation.
  • Helps to standardise working practices.
  • Provides evidence for Investors in People and Quality Standards.
  • Offers recognition of your company's staff development plans.

Employee Benefits

As an employee, you will gain many benefits from a NVQ level qualification:

  • NVQs accredit your existing skills and knowledge - they reward and recognise your efforts.
  • Achieving an NVQ will help improve your self-belief and motivation.
  • You will gain a nationally recognised certificate.

NVQ Level 2 Customer Service

Price on request