NVQ 2 Customer Service


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Download File NVQ 2 Customer ServiceNVQ 2 Customer Service

In business it is no longer sufficient to provide the best product or service to ensure success, it is necessary to couple quality with ‘excellence of service'. Quality customer service and care is the foundation upon which an organisation's success and profits are built.

Customers are becoming even more demanding and less likely to tolerate poor service. From the customers' perspective excellent Customer Service involves the organisation delivering the promise, providing a personal touch, going the extra mile and resolving problems should they occur.

An NVQ in Customer Service will demonstrate to the organisation and its employees that there is a commitment to consistently delivering good customer service and a desire to develop and improve the service that is provided.Qualification - Unit Overview

  • Prepare yourself to deliver good customer service

This unit is all about how your organisation works, what it does and where you fit into that. You need to know how your organisation works to provide good customer service. This means understanding who does what and being able to explain it to customers or colleagues. It also means you must understand what your role is within the organisation and what is expected of you. Each organisation offers a different package of products and services to its customers so you must understand and be able to explain what yours offers.

  • Provide customer service within the rules

There are rules in organisations that limit what you can and cannot do for customers. Some rules are set by your organisation and some are defined by law and apply to everybody's jobs. Other rules are set by regulations that apply to particular industries. You need to know your organisation's rules and procedures and how these limit what you can do for customers. You also need to be aware of the wider laws and regulations which are set outside of your organisation and how they apply to you and your job.

Optional Units -

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

For further enquiries, contact us using the Course Enquiry Form on the right of the screen.

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