Ensure your employees make the right impression with customers. Our Customer Service NVQs give your staff a better understanding of what your customers really want, building confidence and a sense of achievement in your workforce.
Enabling candidates to handle a variety of customer service situations, Customer Service NVQs from learndirect Business are made up of two elements:
- Online courses – that provide core knowledge
- Work-based assessment – leading to either a Level 2 or Level 3 NVQ qualification.
For further information take a look at our new interactive guide and watch an NVQ assessor explain the benefits NVQs offer your organisation.
What next?
Your employees can use the NVQ work profile tool to identify
- which level NVQ is right for them
- which units provide the best match to their job
It will take them through a series of questions based on their role, and will use the answers they give to recommend the most relevant units for them, so you can be confident they are focussing on areas that will have maximum impact on your business.
For more information give us a call on 0800 101 901 or fill in the contact us form and we'll get our dedicated business team to give you the training information you need. The helpline is open from 7am to 11pm, everyday.
Who is a Customer Service NVQ for?
Level 2 qualifications help employees carry out their role more professionally and effectively.
At Level 3, the NVQ is aimed at candidates who both deliver and manage customer service, and who can implement permanent changes to improve services. Typically, Level 3 candidates will work without supervision or on their own.
What will my staff learn?
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Depending on the module selection, they will be able to demonstrate that they can:
- Identify the ‘golden rules' of good customer service
- Describe your organisation's products and services
- Give customers a positive impression of themselves and your organisation
- Create and maintain strong, lasting relationships with your customers
- Anticipate, solve and prevent customer service problems
How is the NVQ structured?
To help your staff develop a tailored programme to meet their specific needs, the Customer Service NVQ includes a work profile tool. By analysing their current role and knowledge, they identify the most relevant units.
This means you can have several staff each taking a different route to achieve a Customer Service NVQ, each with learning outcomes that relate to their own particular role.
The Level 2 NVQ includes seven units. Two mandatory units cover the basics of customer service, with five optional units selected from a possible 17 ranging across four themes:
- Impression and image
- Delivery
- Handling problems
- Development and improvement
At least one option must be chosen from each theme. At Level 3 employees complete two higher level compulsory units.
How is the Customer Service NVQ delivered?
We deliver this Customer Service NVQ through one of our local learndirect Business centres.
Each employee has an initial assessment to identify any gaps in their knowledge, and which units are appropriate for them. Work-based learning and previous experience can be taken into account.
The qualification is awarded when evidence of competence in the workplace has been successfully collected and assessed.
Government funding is often available to support the cost of NVQs delivered in this way. If your organisation already has qualified assessors, you can purchase just the underpinning knowledge for this NVQ, which is hosted on our e-learning system.
Is there funding available for this NVQ?
To find out more about how learndirect Business can help your company, call 0800 101 901 or fill in the contact us form to arrange an appointment for us to visit your business.
Once we understand what your business needs are, we can offer you expert training and funding advice. The helpline is open from 7am to 11pm, everyday.