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Customer Service NVQs are aimed at people who are in job roles where they deliver service to customers. These qualifications will help you the employer and your employees achieve and demonstrate total quality as part of a continuous customer-service improvement programme.
This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit their work situation and job role.
Apprenticeship
Apprenticeships provide work related training opportunities for your young staff.
They offer them the chance to gain a National Vocational Qualification up to level 2 (more), plus the technical skills and knowledge for your industry.
The learning is to a structured programme laid down by the industry.
They also help with development of additional skills (known as key skills) in communication, application of number, information technology, working with others, and improving own learning.
Advanced Apprenticeship
Advanced Apprenticeships offer a structured learning programme for your young managers and supervisors. The programme is laid down by the industry at national level to National Vocational Qualification level 3 (more) including the technical skills and knowledge needed for your industry.
They also help them to gain additional skills (known as key skills) in communication, application of number, information technology, working with others, and improving own learning.
They provide the opportunity for your young managers and supervisors to gain a higher-level qualification necessary for their management or technician jobs.
Customer Service NVQ
Subjects Covered include:
J Organising, Delivering and Maintaining Customer Service
J Improving Customer Relationship
J Monitoring and Solving Customer Service Problems
J Developing Others’ Customer Service Skills
J Organising and Promoting Products and Services to Customers
J Leading Teams and Individuals to improve Customer Services
J Key Skills
Candidate Recruitment Requirements
Most entrants to Apprenticeships will be 16 or 17 years old and will have completed compulsory education.
Previous experience and qualifications are not required.
Entrants to Advanced Apprenticeships will be employed and have relevant experience in administration skills.
Key Skills
Key Skills are skills that are commonly needed for success in a range of activities in education, training, work and life in general.
Employers have taken a lead in promoting the importance of the key skills for employability.
The two primary key skills units required for the Customer Service framework are:
ü Communication
ü Application of Number
These are portfolio based and also require an external assessment test
Diagnostic tests allow both your staff member and their trainer to identify areas where they are competent and areas where they need further development.
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