NVQ Customer Service (ITQ Level 2)

NVQ in Customer Service (ITQ Level 2)

68% of customers who leave a company do so because of poor customer service. It can cost up to five times more to acquire new customers than to retain existing ones.

Who is this vocational qualification for?

• Employees, self-employed and volunteers.
• Anybody with a customer-facing role and needs to provide a high quality service.

What is this training about?

• Work-based, flexible training programme.
• Our training and assessing occurs at the Candidates place of work.
• It ensures that candidates have the skills they need to deal with a wide range of customers and to provide your customers with a positive impression of your organisation.

Our NVQs are designed to improve the effectiveness of your organisation by recognising a candidate’s skills gaps and then tailoring a programme to fill any gaps with quality training.

It is a modular course made up of two mandatory and five optional units (the most relevant optional units can be selected according to a candidate’s individual role).

Mandatory units

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional units

Theme: 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 customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service

Theme: Handling Problems

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems

Theme: Development and Improvement

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service