Customer Service - Certificate NVQ Level 2

About this course

Benefits

Raise the quality of service experienced by the customer and get recognition for your personal skills.

Who should attend

For learners who have particular customer service and administrative job roles, who are working in a customer service environment or those whose role is to provide service to customers.

Course Content

To achieve the full qualification, candidates must attain a minimum of 28 credits in total, comprising all the mandatory units and the remaining credits will be achieved by selecting a minimum of one unit from each of the optional groups.

The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units.

Mandatory Units

• Communicate using customer service language
• Follow the rules to deliver customer service

Optional Units
Impression and Image Theme

• Maintain a positive and customer friendly attitude
• Adapt your behaviour to give a good customer service impression
• Communicate effectively with customers
• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process information about customers
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers face to face
• Deal with incoming telephone calls from customers
• Make telephone calls to customers
• Deal with customers in writing or electronically
• Use customer service as a competitive tool
• Organise the promotion of additional services or products to customers
• Build a customer service knowledge set

Delivery Theme

• Do your job in a customer-friendly way
• Deliver reliable customer service
• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service
• Deal with customers across a language divide
• Use questioning techniques when delivering customer service
• Deal with customers using bespoke software
• Maintain customer service through effective handover
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Handling Problems

• Recognise and deal with customer queries, requests and problems
• Take details of customer service problems
• Deliver customer service to difficult customers
• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Development and Improvement

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service
• Support customers using on-line customer services
• Buddy a colleague to develop their customer service skills
• Develop your own customer service skills through self-study
• Support customers using self-service technology
• Work with others to improve customer service
• Promote continuous improvement
• Develop your own and others' customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback
• Monitor the quality of customer service transactions

Assessment is through submission of a portfolio of evidence and/or professional discussion, to demonstrate that the requirements are met at the relevant standard.

Accredited by Oxford, Cambridge and RSA Examinations (OCR).

Costs

We have access to various funding avenues which means that in many cases, training can be FREE or heavily subsidised, provided you meet the required criteria. To find out if you are eligible, contact us to arrange an appointment with one of our experienced advisors.

What next?

Please call 01905 743435 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it  for more information.

end

For help applying call 01905 743456