Customer Service NVQ 2

NVQ

In Spalding

Price on request

Description

  • Type

    NVQ

  • Location

    Spalding

  • Duration

    6 Months

Give customers a positive impression of yourself and your organisation. Suitable for: Students need to be working in a customer-focused role

Important information

Government funding available

Facilities

Location

Start date

Spalding (Lincolnshire)
See map
Welland House, 30 High Street, PE11 1UB

Start date

On request

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Course programme

CUSTOMER SERVICE NVQ 2

The Customer Service Centre is open 10am - 4pm weekdays.

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 two mandatory units plus a combination of 5 optional units.

The mandatory units are:

  • UNIT 1 - Prepare yourself to deliver good customer service
  • UNIT 5 - Provide customer Service within the rules

A selection of the optional units:

  • 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 16 - Deal with customers face to face.
  • UNIT 17 - Deal with customers by telephone.

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

Customer Service NVQ 2

Price on request