Customer Services
NVQ Level 2
Duration: between 6 and 9 months - Part Time
Venue: Work based learning view map »
Course Code: 18204
About the course
The Customer Service NVQ Level 2 is suited to those who deal with customers over the telephone, electronically or in person. It can be related to both internal and external customers and involves presenting a good image of the organisation/individual staff member, developing good working relationships with customers, problem solving and going the extra mile to provide excellent customer service.
The NVQ is assessed in the workplace. There is no need for candidates to attend college.
Candidates will be expected to be released from their normal work duties for approximately one and a half hours per fortnight in order to complete the award. The average time for someone to complete the Level 2 award is four to six months.
What you learn
Mandatory Units
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units
(Please select 5 units which at least one should 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
- Go the extra mile in customer service
- Deal with customer in writing or using ICT
- Deal with customers by telephone
Theme:Delivery
- Deliver reliable customer service
Theme:Handling Problems
- Recognise and deal with customers queries, requests and problems
- Resolve customer service problems
Theme:Development and Improvement
- Develop customer relations
- Develop customer service problems
Qualifications needed to start
This is a nationally recognised qualification. There are no pre-entry qualifications. Candidates must work in a customer service environment, and be able to demonstrate their skills in both mandatory units plus 5 of the optional units (taking at least one from each theme).
What’s next
The qualification will give recognition to those who are already working to these national standards, and will provide an opportunity for development for those who are not yet competent.
Contact
Joe Settle / 0113 216 2325 / jo.settle@leedscitycollege.ac.uk
