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Customer Service NVQ Level 2

We live in a predominantly service economy where service industries now contribute the vast majority of GDP and account for the bulk of new jobs.  Customer expectations continue to rise, posing a significant challenge for all sectors - private and public.  Organisations and individuals that rise to the challenge and deliver world-class service will achieve significant benefits.

World-class customer service is not only something to take pride in - it also delivers clear business results.  Satisfied customers are more likely to remain, recommend, and buy again.  Furthermore, satisfied customers lead to:

• improved image, reputation, and trust;
• lower costs through fewer complaints and less need to re-do work;
• lower staff attrition because staff are happier at work.

Who is the NVQ for?

The Level 2 NVQ in Customer Service is designed for employees who are responsible for delivering customer service and who interact directly with the customer, both internally or externally, for example staff working on reception or the switchboard, in sales or a call centre environment, or administrative support staff.

How is the course delivered?

Both the training and assessment for the NVQ is done on the job. So, there is no need for an employer to release a student to attend college for the NVQ itself, although that may be necessary for Key Skills and/or Technical Certificate exams for Learners following a full apprenticeship framework.

How long does it take?

Learners can enrol at any time of the year.  There are no time restrictions and learners are encouraged to progress on their own pace.  The time spent will depend on individual circumstances, including time available for on-the-job training, producing work examples and professional discussions.  It is anticipated that it will take between 7 and 9 months to complete the NVQ.

How much will it cost?

Call us on 0845 601 4401 or visit www.aplustraining.co.uk for the very latest prices.

If this qualification is combined with an Apprenticeship or Train to Gain and the learner is in employment, they may be eligible for funding, which could mean no cost to them and/or their employer!

The learner can combine their Customer Service NVQ with an apprenticeship.  The apprenticeship framework has additional requirements to complete:

• Application of Number & Communication Key Skills.  (Concessions may be available for these if the learner has recently achieved GCSE grades A to C in Maths and English.)
• Technical Certificate in Customer Service.

What will I learn?

In the Customer Service NVQ, the optional units are categorised by themes that reflect different aspects of customer service.

The themes are:

Foundations:

This theme relates to the core units and covers the principals of customer service and organisational rules affecting customer service.  It includes the knowledge of the organisation's products and services, and organisational procedures for dealing with customers.

Impression and image:

This theme focuses on the impression made by the individual delivering customer service and by the organisation.  It includes building a rapport with the customer, dealing with the customers in different ways (face to face, in writing, or using ICT), living up to the customer service promise, and using customer information to exceed customer expectations.

Delivery:

This theme looks at recognising and resolving customer queries and problems, monitoring customer service problems, and handling customer complaints.

Development and improvement:

This theme looks at monitoring and improving customer service by developing customer relationships and leading, supporting, and working with others to implement improvements.  It also covers the analysis of customer feedback and the development of customer service strategy, as well as personal development.

What is Covered?

To achieve the whole qualification at Level 2, you must prove competence in two mandatory units and five optional units.  At least one optional unit should be taken from each theme.

Mandatory units for the Edexcel Level 2 NVQ in Customer Service

You must achieve both of the units listed below:

Optional units for the Edexcel Level 2 NVQ in Customer Service

Theme: Impression and Image

Theme: Delivery

Theme: Handling Problems

Theme: Development and Improvement

Download this information as a Fact Sheet

Next Steps:

• Call us now on 0845 601 4401
• Send an email to info@aplustraining.co.uk for further information and details of any possible discounts
• Visit www.aplustraining.co.uk for more details on the Customer Service NVQ or to submit an enquiry online and register for updates.