Customer Service NVQ Levels 2 and 3

These qualifications set out the nationally recognised standards for providing quality customer service to both your internal and external customers. It covers a wide range of customer service activities in different situations, some of which are complex or non-routine. Its aim is to assist your organisation in providing a continually improving service to your customers.

Course objectives/key benefits:

Based on the new national standards and certificated through City & Guilds, this course provides candidates with a framework for demonstrating their competence as customer service providers and to encourage their continuing development in the field of quality customer service provision.

Who the course is aimed at:

• Level 2 - For personnel who are customer service providers
• Level 3 - For personnel who will become key customer service providers with responsibilities and independence to effect permanent improvements to the quality of service provided by their organisation.

Course content:

• Each candidate will work with an Assessor who will visit them in their place of work and assess their skills against criteria for the qualification they are working towards. The Assessor will aid the candidate with the construction of the portfolio and observe them within the working environment.
• This programme is designed to be flexible and is tailored to meet individual requirements. The qualification should be completed within a year. If not achieved within the agreed timescales there may be additional costs.
• Candidates will be expected to attend a half day induction onto the Award where they will be issued with a portfolio to help with the construction of their own.

Course outcome/qualification:

NVQ Level 2 or 3 Customer Service.

Pre-requisite knowledge/qualification:

No specific qualifications are necessary but candidates must be in the correct job role and at the correct level within their organisation to be able to achieve the qualification. A Training Needs Analysis can be done prior to enrolment to ensure commencement at the correct level.

Recommended follow-up courses:

The NVQ Level 2 in Customer Service can be followed by an NVQ Level 3 or a Management qualification if the candidate becomes a supervisor or manager of personnel who are providing customer service.