Customer Service

• Programme Overview
• Programme Structure
• Other Information

• The Customer Service programme is suited to any member of staff working directly with customers, whether it is by telephone, or face to face. This level 2 qualification will be suitable if you currently report into a more senior member of staff such as a team leader of supervisor. Upon successful completion of the Customer Service NVQ you will gain an increased understanding of customer service and how to improve your service delivery as well as learn how to build on your current communication skills. You will cover everything from creating the right impression first time and every time using ‘active listening’ techniques and get a better understanding of what your customers really want.

  In addition to the new skills you will learn throughout this programme you will also be given training support in order to help you with your learning and complete any skill gaps, quickly and easily whilst you work. Not only this but you will also benefit from gaining an industry recognised national standard in customer service which you will be able to use with your current and any future employers.

• Candidates will need to achieve the following two NVQ mandatory units:

  Communicate using customer service language (101)
  Follow the rules to deliver customer service (201)

  And complete the following four NVQ optional units:

  Give customers a positive impression of yourself and your organisation (203)
  Deliver reliable customer service (212)
  Take details of customer service problems (106)
  Develop customer relationships (221)

  Back Office candidates will complete the following two optional units replacing 106 and 203 above:

  Deal with incoming telephone calls from customers (210)
  Resolve customer service problems (219)
  
  Sales candidates will complete the following three optional units replacing 203, 212 and 221 above:

  Develop personal performance through delivering customer service (223)
  Make telephone calls to customers (211)
  Use questioning techniques when delivering customer service (216)

  Funded candidates will also complete the following:

  Key Skill Application of Number Level 1
  Key Skill Communication Level 1
  Certificate in Customer Service Level 2

• Programme length is approximately 4-5 months

  Qualifications and programmes can be subject to change at any time