In an ever increasing global market, companies going that extra mile in ensuring good customer service can often make all the difference to the customer. Ensuring effective communication at every touch point is key to the provision of good customer service whether dealing face-to-face or by telephone. Through Customer Service NVQs you can enhance your personal effectiveness in dealing with customers in order to give you and your company an edge in a highly competitive market.

Course Content

Each level consists of a number of units, some mandatory with additional optional units chosen to reflect your job role. A sample from each level is provided below.

• Deliver reliable customer service
• Impression and image
• Effectively apply organisational procedures
• Promote additional products or services
• Develop and improve customer service
• Handle problems
• Go the extra mile in customer service
• Live up to the customer promise

• Apply the rules & organisational procedures
• Make customer service personal
• Go the extra mile in customer service
• Improve customer relationships
• Monitor & solve service problems
• Improve service delivery
• Organise the delivery of reliable service
• Organise the promotion of products & services
• Use customer service as a competitive tool
• Improve customer service

What level is right for me?

Level 2 is primarily aimed at those who undertake a customer service role and is suitable for candidates who have particular customer service and administrative job roles, and are working in a customer service environment. Level 3 is suitable if you work in a designated customer service department, work in a non-customer service role, but recognise that customer service is part of your role (an engineer, for example), work mainly to provide service to customers (if you work in a call centre or hotel, for example), are an experienced problem solver with good communication skills and are able to suggest and implement changes to improve customer service. Level 3 is for individuals who have the scope to bring about permanent improvements in service delivery.

Entry Requirements

There are no formal entry requirements. However you must be working with customers at the appropriate level, either full-time, part-time or on a voluntary basis in order to generate the necessary evidence to prove competence. CWT will guide you on this.

Duration & Format

Completion is anticipated within 9 months per level. The agreed number of visits will take place at your premises. You will be appointed a personal Assessor who will visit you in the workplace to assess progress on portfolio development and conduct observation sessions.

Prices

£750 (Chamber member) or £825 (non Chamber member) per delegate @ level 2
£850 (Chamber member) or £935 (non Chamber member) per delegate @ level 3.
Prices are plus Awarding Body registration and certification costs and subject to VAT.