Customer Service level 2
This qualification is aimed at individuals where customer service is part of their work. They do not have to be carrying out a particular customer service role, but they should be committed to offering the best service to their customers. The customer is described as anyone that the individual provides a service to.
On completion of this framework the candidate will receive the following qualifications:
> OCR Level 2 Certificate in Customer Service
> OCR Level 2 NVQ in Customer Service
> Customer Service Foundation Modern Apprenticeship
Candidates must complete seven units in total, two mandatory units and five optional units must be selected with at least on from each section.
Customer service foundations
> Prepare yourself to deliver good customer service
> Provide customer service within the rules
Impression and image
> Give customers a positive impression of yourself and your organisation
> Promote additional services or products to customers
> Process customer service information
> Live up to the customer service promise
> Make customer service personal
> Go the extra mile in customer service
> Deal with customers in writing or using ICT
> Deal with customers face-to-face
> Deal with customers by telephone
Delivery
> Deliver reliable customer service
> Deliver customer service on your customers’ premises
> Recognise diversity when delivering customer service
Handling Problems
> Recognise and deal with customer queries, requests and problems
> Resolve customer service problems
Development and Improvement
> Develop customer relationships
> Support customer service improvements
> Develop personal performance through delivering customer service
Delivery: an assessor will visit the candidate at their workplace at least once a month for a minimum of one hour. In addition to this, they will be set approximately 4 hours worth of work to complete before the next months meeting.
The Technical Certificate consists of 2 units which will be delivered within the workplace by your PDM. There will be specific assessment criteria in each unit that can be met by generating evidence in a similar way to that of the NVQ. E.g. Reports, case study, observation and witness testimony. The candidate must complete an evidence checklist to demonstrate progress and completion. The units are as follows:
Describe your organisation and its sector
Identify your customers and their expectations
Provide information on the products and services the organisation provides
Give examples of procedures and work instructions
Describe security measures and identify health and safety risks
Investigate and describe specific regulations/laws
The evidence generated for the 2 units will cross reference directly into mandatory units 1 and 5 of the OCR NVQ.
Key Skills are a range of essential skills that are critical to succeed in the workplace today. There are two Key Skill areas (Communications and Application of Number) which participants complete through a combination of work-based assessments and assignments.
> Application of Number (Level 1)
> Communications (Level 1)
> Information Technology
> Problem Solving
> Working with Others
> Improving Own Learning and Performance
Delivery: Key Skills will be completed during the assessor visits
The recommended time to complete the Modern Apprenticeship framework is 6 to 18 to 24 months. |
