NVQ in Customer Service (CS)

Who is it for?

This Customer Service NVQ has been designed for use across all sectors (private, public and voluntary) and in all job roles that include customer service responsibilities. Customers can be either external or internal.

This NVQ enables employees involved in customer focused roles to demonstrate their skills and knowledge against the standards expected within the industry.

What does it cover?

The NVQ is made up of a series of mandatory and optional units to allow a flexible and tailored approach to be taken with each candidate and can be adapted to suit individual candidates’ work roles and seniority levels.
Key areas can include:

Giving customers a positive impression of yourself and your organisation
Delivering reliable customer service
Developing customer relationships
Resolving customer service problems
Supporting customer service improvements
Promoting additional products or services to customers
Processing customer service information
Promoting continuous improvement
Developing the customer service skills of others
Leading teams and individuals to improve customer service levels

Levels

Level 2

For employees who have to deliver a continually improving service to customers, but who may not have the responsibility or autonomy to bring about permanent improvements themselves.

Level 3

For employees who have to deliver a continually improving service to customers and who are able to implement permanent improvements for the benefit of customers and the organization.

Benefits to employees

A clear understanding of responsibilities
Increased knowledge of role, company and products
Recognition of existing skills
Increased value within the workplace

Benefits to employers

Improved productivity, efficiency and profitability
Improved employee motivation
Consistent quality level of service to all customers
Improved customer retention and acquisition rates
Employees work effectively with minimal supervision
Increased flexibility and decreased absences
Reduction in errors and mistakes
Compliance with regulations and legislation
Improved loyalty and retention
Increased profitability through improved competency
Long term tangible cost savings
All training programmes are designed to take into consideration the specific individuals requirements of your business and as such the programme is tailored to meet your needs.