WHO ARE THE CUSTOMER SERVICE NVQs FOR?

These NVQs have been designed to meet the needs of everyone whose job role involves some customer service, which includes just about every employee as they may have “internal” customers only rather than external customers, or a combination of both.

Qualtech offers the Customer Service NVQs at two levels:

• Level 2 is aimed at people with a significant range of work activities performed in a variety of contexts. Whilst some activities are routine some may be complex and the person is expected to take responsibility for their work role and have a degree of autonomy in that role.
• Level 3 is designed for people with a broad range of varied work activities performed in a variety of contexts. The work will often be technical and there is a considerable degree of responsibility and autonomy even though they may often require guidance.

THE BENEFITS

EMPLOYERS

Introducing NVQs can impact positively on your business and can be used very flexibly to support:

• improved profitability
• increased flexibility
• reduced wastage
• better customer satisfaction and improved customer loyalty
• improvements to performance indicators and more efficient use of resources
• more effective staff development and increased staff morale

CANDIDATES

By gaining an NVQ individuals are likely to benefit from having a:

• clear description of the work standards they need to meet
• heightened awareness of their job role and responsibilities
• chance to obtain objective appraisal and constructive feedback from their manager/ supervisor
• sense of achievement of a job well done
• greater confidence to do their job well

CUSTOMER SERVICE NVQ LEVEL 2

To gain the full qualification candidates are required to complete seven units, two mandatory units plus five optional units with at least one unit from each theme.

Mandatory Units

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional Units (five of the following seventeen units to be completed with at least one unit from each theme)

Theme: Impression and Image

•   Give customers a positive impression of yourself and your organisation
•   Promote additional services or products to customers
•   Process customer service information
•   Live up to the customer service promise
•   Make customer service personal
•   Go the extra mile in customer service
•   Deal with customers in writing or using ICT
•   Deal with customers face to face
•   Deal with customers by telephone

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service

Theme: Handling Problems

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems

Theme: Development and Improvement

•   Develop customer relationships
•   Support customer service improvements
•   Develop personal performance through delivering customer service

CUSTOMER SERVICE NVQ LEVEL 3

To gain the full qualification candidates are required to complete eight units, two mandatory units plus six optional units with at least one unit from each theme.

Mandatory Units

• Understand customer service to improve service delivery
• Know the rules to follow when developing customer service

Optional Units (six of the following eighteen units to be completed with at least one unit from each theme)

Theme: Impression and Image

• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery

• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling Problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Theme: Development and Improvement

• Work with others to improve customer service
• Promote continuous improvement in customer service
• Develop your own and others' customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback