NVQ Level 2 & Level 3 in Customer Service

NVQ

In Haringey

Price on request

Description

  • Type

    NVQ

  • Location

    Haringey

  • Duration

    3 Months

The course covers a number of topics, including delivering reliable customer service, developing customer relationships and resolving customer problems. Suitable for: These courses are for individuals who already work with customers in any type of business environment. You will need an ID card and proof of your last pay check to enrol in this free, funded course.

Important information

Government funding available

Facilities

Location

Start date

Haringey (London)
See map
Selby Centre, Selby Road, London, N17 8jl, N17 8JL

Start date

On request

About this course

To access Train to Gain discrete funding the individual must be an employee i.e. possess a contract of employment with an employer. Individuals must not already hold a full Level 2 qualification.

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Course programme

Free NVQ Level 2 Certificate in Customer Services

This course is suitable for anyone working in a customer service environment. The course covers a number of topics, including delivering reliable customer service, developing customer relationships and resolving customer problems.

Level 2 NVQ Courses are free. The Lerner’s contribution to the price of a Level 3 NVQ Course is £400.00 that can be paid by the learner or the employer.

A minimum of five units must be completed: four core units plus one optional unit. If you enroll eighth or more people from the same location we will hold the course at your offices. Generally students have to come to the school for two hours, every second week.

Core Unit 1: Give Customers a Positive Impression of yourself and your Organisation Preparing to deal with customers. Responding appropriately to customers. Communicating information to customers.

Core Unit 2: Deliver Reliable Customer Service Preparing to deal with your customers. Giving consistent service to customers. Checking customer service delivery.

Core Unit 3: Developing Customer Relationships Building customer confidence in the level of service provided. Meeting the ongoing needs and expectations of your customers. Developing a relationship between your customers and your organisation.

Core Unit 4: Resolving Customer Service Problems Identifying customer service problems. Selecting the best solution to resolve customer service problems. Implementing solutions to customer service problems.

Optional Unit 5: Support Customer Service Improvements Using feedback to identify potential customer service improvements. Contributing to the implementation of changes in customer service. Assisting with the evaluation of changes in customer service.

Optional Unit 6: Develop Personal Performance through Delivering Customer Service Reviewing performance in your customer service role. Preparing a personal development plan and keeping it up to date. Undertaking development activities and obtaining feedback on your customer service performance.

Optional Unit 7: Promoting Additional Products or Services to Customers Identifying additional products or services that are available. Informing customers about additional products or services. Gaining customer commitment in order to gain confidence in other products and services.

Optional Unit 8: Process Customer Service Information Collecting customer service information. Selecting and retrieving customer service information. Supplying customer service information.

NVQ Level 3 Certificate in Customer Services
This course is suitable for those who are responsible for delivering customer service, who also monitor and develop the quality of service given and may be in charge of their own department or team.

A minimum of eight units must be completed, including the two core units, plus six optional units - one optional unit should be taken from each theme (see below for details).

Core Units Understand customer service to improve service delivery. Know the rules to follow when developing customer service. Optional Units

Theme: Impression and Image Make customer service personal. Go the extra mile in customer service. Deal with customers in writing or using ICT. Use customer service as a competitive tool. Organise the promotion of services or products to customers.

Theme: Delivery Deliver customer service on your customer’s premises. Recognise diversity when delivering customer service. Deliver customer service using service partnerships. Organise the delivery of reliable customer service. Improve the customer relationship.

Theme: Handling Problems Monitor and solve customer service problems. Apply risk assessment to customer service. Process customer service complaints.

Theme: Development and Improvement Work with others to improve customer service. Promote continuous improvement in customer service. Develop your own and others’ customer service skills. Lead a team to improve customer service. Gather, analyse and interpret customer feedback.

Additional information

Payment options:

Level 2 NVQ IT Courses are free. The learner’s contribution to the price of a Level 3 NVQ Course is £400.00 that can be paid by the learner or the employer.


Students per class: 8

NVQ Level 2 & Level 3 in Customer Service

Price on request