Customer Service

Who is it for?
New and existing staff members who are involved in developing and maintaining customer service and solving problems on behalf of customers.

Qualification
A National Qualification, accredited by City and Guilds.

 
Course Aims
To improve knowledge, and show competence on a real customer focus qualification.

Course Content
See below for full unit content

Method of Delivery
Observations of working practice
Questioning to confirm understanding
Gathering of evidence to support competencies

Method of Assessment
Planned stages of assessment are arranged as you progress during your qualification. Collected evidence and recorded observations are gauged against the identified standards and a decision of competency is reached. Time is given to reach the required standard if, at first assessment, a shortfall arises. 

Opportunities for progression
City and Guilds – Customer Service Level 3

NVQ Level 2 Customer Service

(The Level 2 NVQ in customer Service is made up of seven units, two mandatory units and five optional units.  The units are grouped into themes, the mandatory units come under one theme and the optional units are grouped into four further themes.  You must choose at least one optional unit from each theme.)