Level 2 Certificate
The City & Guilds NVQ Certificate in Customer Service Level 2 aims to build on good practice in customer service in any industry and to support technical expertise in any job role, acknowledging the importance of effective communication and service delivery. Anyone dealing with internal or external customers will benefit from knowledge, understanding and experience of dealing with customers, and will gain confidence in their use of language and processes designed to make their role more effective. Candidates will have the opportunity to improve their own skills and to support others within their team or organisation in the development of excellent customer service.
Suitable for:
Candidates who are new to the customer service sector, as well as those with some experience in customer service. Those who are looking to improve their own skills and to become more involved in making improvements to their team's level of customer service.
Duration:
12 months
Units:
To achieve the Level 2 Certificate in Customer Service, candidates must achieve the mandatory units and a minimum of 20 credits by completing at least 1 unit from each Optional Group.
Mandatory units:
Level 3 Diploma
The City & Guilds NVQ Diploma in Customer Service Level 3 qualification provides opportunities to improve understanding of customer service as a competitive tool and to be proactive in finding solutions. Candidates will demonstrate their ability to analyse and respond to both internal and external customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate.
Suitable for:
Those with a significant responsibility for the delivery of both internal and external customer service within their team or organisation. At this level, candidates are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation.
Duration:
12 months
Units:
To achieve the Diploma in Customer Service Level 3, candidates must achieve the mandatory units and a minimum of 30 credits by completing a minimum of one unit from each Optional Group.
Mandatory units:
Qualification details
Awarding body: City & Guilds
To gain the qualification candidates must demonstrate that they are competent at their job. If the candidate does not reach a suitable level of competence to achieve the qualification, then further training will be identified to ensure that they can demonstrate competency.
Mode of study:
Work based evidence collection. A candidate will be allocated an assessor who will judge their competence against the National Occupational Standards. Candidates
must be directly observed by their assessor. Evidence collection methods can also include witness statements, case studies, professional discussions and questioning.
Candidates are offered the choice to build a paper-based or electronic portfolio of evidence for the qualification.
For more information
Please click on the link below for contact details to get in touch with the Training Centre.