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Customer Service Level 2 NVQ
Overview:
The Level 2 NVQ in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.
It is suitable for candidates:
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who have particular customer service and administrative job roles
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who are working in a customer service environment
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whose role is to provide service to customers
Objectives:
By the end of the programme, employees will benefit from:
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A clearer understanding of their responsibility within their organisation
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The opportunity to develop new skills
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The recognition of existing skills
Employers will benefit from:
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Improved staff performance and motivation
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Improvements in the quality of service to customers
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The opportunity to ensure levels of service are to national standard
Topics covered:
To achieve a full Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.
Mandatory units
Optional units
Theme: Impression and Image
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Give customers a positive impression of yourself and your organisation
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Promote additional services or products to customers
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Process customer service information
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Live up to the customer service promise
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Make customer service personal
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Go the extra mile in customer service
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Deal with customers in writing or using ICT
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Deal with customers face to face
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Deal with customers by telephone
Theme: Delivery
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Deliver reliable customer service
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Deliver customer service on your customer’s premises
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Recognise diversity when delivering customer service
Theme: Handling Problems
Theme: Development and Improvement
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Develop customer relationships
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Support customer service improvements
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Develop personal performance through delivering customer service
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Duration: 6-9 months
Price: £1,000 +VAT
For more information
please contact us on
029 20 491 491
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