Learner Benefits

1. recognition of existing customer service skills

2. opportunity to expand and develop new skills

3. A clearer understanding of their responsibility within their organisation

4. achievement of a nationally recognised qualification

5. career progression   

Employer Benefits

1. improved staff performance and motivation

2. improvements in the quality of service to customers

3. The opportunity to improve customer retention levels

NVQ Level 2 in Customer Service

This NVQ is aimed at individuals who have to deliver a continually improving service to customers but who may not have the responsibility or autonomy to bring about permanent improvements themselves

Content:

To achieve the full award the candidate must complete seven units; two mandatory units plus five optional units within 4 themes

Mandatory Units:

1. Prepare yourself to deliver good customer service
2. Provide customer service within the rules

Optional Themes:

1. Impression and image
2. Delivery
3. Handling problems
4. Development and improvement

NVQ Level 3 in Customer Service

This NVQ is aimed at individuals who have to deliver a continually improving service to customers and who may have the responsibility or autonomy to bring about permanent improvements

Content:

To achieve the full award candidates must complete eight units; two mandatory units plus six optional units within 4 themes.

Mandatory Units:

1. Understand customer service to improve service delivery
2. Know the rules to follow when developing customer service

Optional Themes: 

1. Impression and image
2. Delivery
3. Handling problems
4. Development and improvement