Expected Completion Time: 22-24 Months
Components
NVQ: 8 Units (2 Mandatory and 6 Optional)
Technical Certificate: 3 Units
Key Skills: Application of Numbers Level 2 ana Communications Level 2
Employment Rights and Responsibilities Workbook
Detailed Outline
Mandatory:
Unit 7 Understrand customers service3 to improve delivery
Unit 8 Know the rules to follow when developing customer service
Optional:
Unit 13 Make customer service personal
Unit 14 Go the extra mile in customer service
Unit 15 Deal with customers in writing or ICT
Unit 18 Deal customer service as a competitive tool
Unit 19 Organise the promotion of service or products to customers
Unit 22 Deliver customer service on the customer's premises
Unit 23 Recognise dsiversity when delivfering customer service
Unit 24 Deliver customer service using service partnershipos
Unit 25 Organise the delivery of reliable customewr service
Unit 26 Improve the customer relationship
Unit 32 Monitor and solve customer service problems
Unit 33 Apply risk assessment to customer service
Unit 34 Process customer service complaints
Unit 39 Work with others to improve customer service
Unit 40 Promote continuous improvement in cu8stomer service
Unit 41 Develop your own and others customer service
Unit 42 Lead a team to improve customer service
Unit 43 Gather, analyse and interpret customer feedback
Assessment Strategy
The NVQ is assessed through observation, product evidence and witness testimonies. The technical Certificate is 3 assignments and multiple choice tests. Key Skills are assessed through multiple choice tests and written assignments.
Progression
Advice and Guidance Level 3
