Customer Service OCR NVQ Level 2

Summary:

Who is the course for?

The programme is ideal for you if:

- you work in a customer service field;- your work is either paid or voluntary;
- you have skills which you have gained at work but you don't have any formal qualifications to show for them;
- you wish to improve your career prospects with a formal qualification which show your skills and abilities.

There are no other entry requirements.

What is an NVQ?

An NVQ (National Vocational Qualification) formally recognises the skills and achievements you have attained in the workplace.

An NVQ in Customer Service is not academic study, nor is it undertaken in a classroom environment. There are also no exams. It is a competency-based process whereby you will gather evidence of tasks and achievements from your workplace enrironment.

In order to receive recognition for the work you do, you gather evidence over a period of up to one year.

All the evidence is then placed in a portfolio (folder of work) for assessment.

The evidence may be, for example, emails you have sent; work you've typed up; systems you have implemented or changes you have made at work.

How does it work?

Once you have started on the programme you will be put in touch with an NVQ Assessor who will be your mentor throughout your programme. He/she will visit you at your place of work regularly - normally once per month for about two hours.

During that time you will be shown how to gather evidence and what you need to do. After every visit you will be given a list of action points to follow up on in order for your NVQ to progress.

What are the programme aims?

You will aim to work towards gathering evidence for 7 customer service units. Two of these units are set and are mandatory, then you can choose five more units from a host of options. It is best to choose your optional units so that they best match the work you do. The full list of optional units to choose your five units from are as follows:

- Give customers a positive impression of yourself and your organisation (if you often have to meet and/or talk to customers and come across well to them).- Promote additional services or products to customers (if you often have to introduce new products or services to your customers).- Process customer service information (if you often have to process customer service information, either for the customer themselves, or for colleagues).- Live up to the customer service promise (if you have to ensure that you are delivering what the customer expects of you and your organisation).- Make customer service personal (if you make sure that your customer is treated as an individual, not a number).- Go the extra mile in customer service (if you often exceed the customer's expectations of you and/or your organisation).- Deal with customers in writing or using ICT (if you often have to write to or email customers).- Deal with customers face to face.
- Deal with customers by telephone.
- Deliver reliable customer service (if you consistently show your coustomer how reliable you/your organisation is).- Deliver customer service on your customer's premises (if you often have to visit your customer and behave appropriately, skillfully and enthusiastically).- Recognise diversity when delivering customer service.
- Recognise and deal with customer queries, requests and problems (if you often sort out customer queries and problems).- Resolve customer service problems.
- Develop customer relationships (if you have ongoing working relationships with customers and build rapport with them).- Support customer service improvements (if you are involved in the implementation of changes/improvements in your workplace for the benefit of the customer).- Develop personal performance through delivering customer service (if you have developed your customer service skills whilst improving your performance with the customer).

Please contact the Advice Shop for details of costs and start dates.

Please note that although the information given is believed to be correct at the time of publication, course information, costs where applicable and attendance details may change.