CUSTOMER SERVICE Qualifications available: VRQ Level 1 NVQ Level 2, 3 Apprenticeship and Advanced Apprenticeship * Customer Service Learner, Staffs: "I took the NVQ Level 2 in Customer Service to help me get higher in the stages of work." * Customer Service Learner, Gateshead: "I was extremely satisfied with the quality of training received having had generally negative feelings about education after leaving school." LEARNER What is an NVQ in Customer Service? Every organisation has customers of one sort or another. So, within every organisation, there is the requirement to deal with customers, to satisfy their needs and create an impression of your organisation. Understandably those who possess such skills are in high demand If you want to move on in your chosen industry, you need to prove that you can not only do your job but that you can adapt to different circumstances, for example a different location, a different type of customer etc. The best way to do this is through an NVQ. NVQs are qualifications that allow you to prove to your current or potential new employers exactly what you are capable of. They are recognised and respected by retailers up and down the UK, so you can be sure that your time will be well spent. EMPLOYERWhat is an NVQ in Customer Service? Good customer service is a critical requirement, common to all industries and sectors, both public and private. Yet it is also something which is hard to define and quantify. Our qualification is accredited by City & Guilds and uses standards set down by the Institute of Customer Service and provides a coherent, intelligible structure which can improve the abilities of staff at all levels, regardless of their job role or organisation's business By equipping your staff with such training, you enable your organisation to challenge its standards and systems, and offer a continuously improving service to your customers. What does it involve? NVQ LEVEL 2 To achieve the qualification at level 2 you must complete four core units and one optional unit. The qualification usually takes about six months but many learners complete in less time. There are no prior qualifications required and each learner will receive a comprehensive initial assessment This level is appropriate for those at entry level but with some degree of individual responsibility or involvement in non-routine matters. NVQ LEVEL 3To achieve the qualification at level 3 you must complete five core units and one optional unit. The qualification usually takes about ten to twelve months but many learners complete in less time. Learners should hold level 2 or an acceptable equivalent and each learner will receive a comprehensive initial assessment This level is for more senior staff, perhaps with some supervisory responsibility, and duties which include a wide variety of tasks, including complex and non-routine matters. UNIT OPTIONS NVQ LEVEL 2 MANDATORY• Prepare yourself to deliver good customer service • Provide customer service within the rules OPTIONAL (choose 5)Group one: Impression and image - choice of 9 options Group two: Delivery - choice of 3 options Group three: Handling - choice of 2 options Group four: Development and improvement - choice of 3 options Contact The Training Partnership for Level 3 options.
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