Customer Service NVQ Level 2

Course Level NVQ Level 2

Description
Customer Service NVQs are aimed at people who are in job roles where they deliver service to customers. These qualifications will help employers and employees achieve and demonstrate total quality as part of a continuous customer-service improvement programme.

To achieve the full award, you must complete a total of five units (four mandatory units and one optional).

This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit their work situation and job role.

Course Length
9-12 months. As you work at your own pace, some people achieve it in a shorter length of time.

What will I study?
Mandatory units:-
Prepare yourself to deliver good customer service
Provide customer service within the rules

You will then choose a further five units, with at least one from each of the following themes:
Impression and Image
Delivery
Handling Problems
Development and Improvement


How will I learn?
You will be given both mandatory units plus a list of the optional units to choose from, which best represent your job role. Your assessor will help you to put a portfolio together, advise you on gathering evidence and check your understanding of the required underpinning skills and knowledge for each unit.

How will I be assessed?
With your assessor, you will draw up an assessment and learning plan each visit, which details the types of evidence you need to collect. Your assessor will then verify your evidence and sign off units when sufficient evidence has been recorded. All assessments are carried out in your place of work.

Where could it lead?
Career development, promotion

Requirement
The aim of this qualification is to recognise your skills and competences in the workplace. The qualification is about your customer service role and recognises that your work in the customer service sector involves a diverse range of functions, tasks and activities that are constantly changing. It will be suitable if you are employed as a trainee or have little experience of customer service, or are employed in a junior/supportive customer service role.