NVQ Level 2 Customer Service
The NVQ in Customer Service is a work-based qualification – it assesses your competence (ie skills, knowledge and understanding) to carry out customer service activities in your workplace.
Who would benefit from this course?
Anyone whose role job role includes providing a service to customers (external and/or internal), who interacts directly with their customers and who wishes to gain recognition for their skills.
Entry requirements
There are no formal entry requirements, although you need to show commitment to improving customer service within you organisation
Qualification objectives
The objective of this qualification is to reflect the work of candidates who undertake Customer Service activities at Levels 2. It provides a statement of competence that testifies to the ability of candidates to work to meet customer objectives.
Content
To achieve a Level 2 NVQ in Customer Service, you must achieve 7 units – made up of 2 mandatory units and 5 optional units
Mandatory units
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional units – at least one unit must be taken from each theme
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
Method of delivery and assessment
Customer Service NVQ Level 2 is delivered wholly in the workplace, with your assessor providing you with personal tutorial support. Candidates produce a portfolio of evidence to demonstrate competence in activities in the workplace. This may include observation by your Assessor, work based evidence, witness testimonies, professional discussion, personal statements and questioning.
Duration
Achievement of the qualification is expected to take approximately 6 – 9 months
Price
Price includes: registration, certification, assessment and verification
What do I need to do now?
Click here to let us know you are interested or to ask for more information and we’ll contact you to talk more
K2 Horizons
tel: 01600 772462
email: talk@k2horizons.co.uk
www.k2horizons.co.uk