T2G NVQ 2 Customer Service

Course information:
T2G NVQ 2 Customer Service

Course summary:
The qualification is a flexible course, intended to certify competence in customer service skills.

The qualification is primarily aimed at candidates who undertake a customer service role and recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

There is a constant demand for qualified and experienced customer service professionals within business environments.The course would be particularly suitable for candidates:
* who have particular customer service and administrative job roles
* who are working in a customer service environment
* whose role is to provide service to customer

Course content:
To achieve the full qualification, candidates must complete seven units, made up of two mandatory units and five optional units, at least one from each theme.

Mandatory units
1 Prepare yourself to deliver good customer service
5 Provide customer service within the rules

Optional units

Theme: Impression and Image
9 Give customers a positive impression of yourself and your organisation
10 Promote additional services or products to customers
11 Process customer service information
12 Live up to the customer service promise
13 Make customer service personal
14 Go the extra mile in customer service
15 Deal with customers in writing or using ICT
16 Deal with customers face to face
17 Deal with customers by telephone

Theme: Delivery
21 Deliver reliable customer service
22 Deliver customer service on your customer†s premises
23 Recognise diversity when delivering customer service

Theme: Handling Problems
6 Recognise and deal with customer queries, requests and problems
31 Resolve customer service problems

Theme: Development and Improvement
36 Develop customer relationships
37 Support customer service improvements
38 Develop personal performance through delivering customer service

Assessment procedure:
Competence is assessed in the workplace and you will be expected, with the help of your tutor to gather a portfolio of evidence.

Qualifications achieved:
NVQ Level 2 in Customer Service