Customer Service

Course Overview

Type of Course and Awarding Body

NVQ - OCR

Level

Level Two

What's it all about?

You know when you've received good service. You got what you wanted and it was given to you willingly with warmth and politeness because it was clearly apparent that the service-giver wanted to provide this service to you and, most importantly, was motivated to do so.

Our work-based learning course will help you develop some of your enormous untapped resources to help you feel motivated, confident and at ease in any service situation so you too can give your best.

Progression

This qualification can enhance job prospects and career opportunities. Other courses of interest may include NVQ Level 3 Diploma in Customer Service or business administration NVQs offered at the College.

Entry Requirements

Candidates will need:

to be employed in a job role that involves an element of customer service
support from their line manager
opportinities to collect evidence in work to build a portfolio
opportunities for workplace observations.

Duration

Six months

Business Benefits

This NVQ provides a framework to ensure your staff are competent in a range of skills, knowledge and understanding of the customer service functions required in their job role.

Run On Demand?

Yes

Roll On Roll Off?

Yes

Are there any exams?

Assessment is via direct observation in the workplace and through a portfolio of evidence.

Course Content

What does the course involve?

The course is primarily aimed at those who undertake a customer service role and recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

It is suitable for candidates

who have particular customer service and administrative job roles
who are working in a customer service environment
whose role is to provide service to customers.

To achieve a full OCR Level 2 NVQ Certificate in Customer Service, candidates must achieve 28 credits, 12 of which are mandatory and the remainder from four themes.

Mandatory Units

F1 Communicating using customer service language

F2 Follow the rules to deliver customer service

Optional Units

A choice from 47 specific units which are tailored to the customer service sector. Themes addressed are as follows:

Impression and image

Delivery

Handling problems

Development and improvement

Details of the individual units can be located on the following website: www.ocr.org.uk.

When can I study?

Enrolments are available throughout the year

Course Facts

This course is run on a roll on roll off/run on demand basis, enrolments available throughout the year. . Please contact us for further information on 01752 305300 or e-mail info@cityplym.ac.uk.