Customer Service NVQ 2
NVQ
In Spalding
Description
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Type
NVQ
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Location
Spalding
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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
Start date
Reviews
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