NVQ in Customer Service
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PDF version- Course Description
- Entry Requirements
- Progression & Assessment
- Duration & Location
- Fees
- Further Information
Course Description
The NVQ in Customer Service is a programme designed for those who want to offer improved levels of service to their customers. The programme specifically looks at developing positive working relationships with customers. It is designed to enable those currently in work, to gain a qualification to prove their competence in a customer orientated position.
Content
NVQ Level 2 consists of two mandatory units plus five optionals
NVQ Level 3 consists of two mandatory units plus six optionals.
Level 2 mandatory units:
- Prepare yourself to deliver good customer service
- Provide customer service within the rules.
Level 3 Mandatory units:
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service.
Both Level 2 and Level 3 optionals will be chosen from the following themes:
- Impression and image
- Delivery
- Handling Problems
- Development and improvement.
With help and guidance, and in consultation with your employer, optional units will be selected which will be the most appropriate to you and your job role. A framework within which to document current strengths and highlight intended development areas will be provided. The course assessor will help to choose and agree activities that allow individuals to learn what they need and decide on appropriate ways of being able to demonstrate this by building a portfolio of evidence that shows how the skills have been applied in the workplace.
Entry Requirements
NVQs are work-related, competence-based qualifications which reflect the skills and knowledge needed to do a job effectively. It is necessary, therefore for the candidate to be working where customer service plays an important part of their job role.
Progression & Assessment
Assessment is normally through on-the-job observation and questioning with candidates producing evidence to demonstrate they have met the NVQ standards. Assessores sign off units when candidates are ready, testing knowledge, understanding and work-based performance to make sure their competence is fully recognised.
Progression
The structure of NVQs enables candidates to move on from one level to the next by building on units already achieved.
Duration & Location
An NVQ would typically take 12 months
Fees
The fee includes work place visits, observations, portfolio building, registration with the awarding body and guidance. Fees are payable at the beginning of the programme.
Further Information
The Lincoln Learning Shop
Scool of Business
01522 876359
