Customer Service
Customer Service NVQ Level 2/3.
This course will provide employees with a cross-industry recognised National Vocational Qualification in Customer Service. The course consists of 2 mandatory and 5 optional units - Mandatory units:Customer Service Level 2
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional units will be selected from the specific themes:
- Impression and Image
- Handling Problems
- Delivery
- Development and improvement
Competence is assessed by the development of a portfolio. Evidence can be generated using work-based documentation, observations, questionnaires and witness testimonies. Delivery and assessment will take place at the learner’s place of work.
*All NVQ provision now requires the completion of a Level 1/2 Literacy qualification.
Customer Service Level 3
This course is aimed at employees who will be delivering and managing services and will be accountable within their own area.
The course consists of 2 mandatory and 6 optional units -
Mandatory units:
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
Optional units include:
- Monitoring and solving customer service problems
- Processing customer service complaints
- Promoting continuous improvement in customer service
The qualification is competence based and is assessed by the development of a portfolio. Evidence is generated through a range of tasks connected with the job role of the individual.
*All NVQ provision now requires the completion of a Level 1/2 Literacy qualification.
For further details please contact:
Sandra Birchall
(0151) 289 0918
marketing@merciapartnership.co.uk
