Level 2 NVQ Certificate in Customer Service (QCF)

Course Reference

QCFCS2NVQ

Duration

To be confirmed in conjunction with client requirements. *Delivery timings and locations are flexible and can be tailored to meet the needs of the Organisation. Please discuss your requirements.

Participants

The course is designed for anybody interacting directly with customers on a regular basis.

Aim

To enhance and develop the confidence, skills and knowledge needed for excellence in customer service provision.

Objectives

Completing the course will enable the participant to demonstrate competence in a wide range of work activities in a variety of contexts as part of their customer service role. It is suitable for all age groups and gives the foundation to future progression in a range of different roles which involve customer contact. Participants will achieve a nationally recognised qualification – the Level 2 NVQ Certificate in Customer Service on the new QCF framework.

Each unit within the qualification has a set number of "credits" attached to it. To achieve the qualification candidates must achieve a minimum of twenty eight credits.

Content

The exact topics covered will depend upon the optional units selected, but will include:

Definitions of customer service

Identification and knowledge of customer types and their differing needs

First impressions- presenting a positive image

Enhancing the Organisation’s reputation

Building rapport & developing relationships

Communication skills

Legislation including Data Protection, Health & Safety, Consumer Protection and Diversity in customer service

Dealing with queries, requests and problems

Methods

The course sessions will combine tutor led delivery with discussions, group exercises and written questions. There will also be assessment visit(s) to the workplace to observe customer skills in action and examine evidence produced within the role.

Pre-requisites

There are no formal entry requirements. Candidates must be working in a customer service role where they are able to gather the required evidence for the qualification.

“Utilise were the first in this sector to access external funding packages to assist trainees to achieve their qualifications. Most recently and yet another first, Utilise has helped Morrison to develop a First Line Manager programme linked to a Team Leading NVQ which has seen over 140 Morrison employees achieve this benchmark qualification.”

Glen Tymon, Skills Development Manager, Morrison Utility Services