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Catering & Hospitality Courses
Customer Service NVQ 2 (WBL)
Course Code: 3515
Duration : 9 monthsWithin every organisation there are roles where employees are required to deal with customers, to address and meet customer needs, and to ensure that customers are left with a positive impression of the organisation. Understandably therefore, people who possess the skills to meet these requirements are highly valued by employers.
This nationally recognised qualification is based on the standards developed by the Institute of Customer Service (ICS). These standards are generic and are therefore applicable to all types of business from all sectors. The course looks at organisational frameworks and ways to improve on these. It will enable you to improve on your offered service, having analysed your current systems in a structured way. It improves your ability and awareness when dealing with and setting up service systems and client need.
If you have the opportunity to recommend improvements on your own initiative, the evidence required for this course will be simply generated. If you have a sensitivity to customer needs and a desire to put customers first, then this course will encourage you to plan improvements to the service you give customers.
Course Content:
The course features a combination of core (mandatory) and optional units. Core units focus upon key competencies, whilst optional units will be more specific to individual roles and industry fields. This allows you to select those that are most appropriate to you. Core Units:Give customers a positive impression of yourself and your organisation
Deliver reliable customer service
Develop response to customer service problems
Resolve customer service problems
Students will also choose one optional unit from the following four:
Support customer service improvements
Develop personal performance through delivering customer service
Promote additional products or services to customers
Process customer service information
Where possible these units are integrated into the Customer Service qualification but some additional work may be required to cover criteria. All subjects are separately certificated. The course is delivered by initial seminar and followed by one-to-one support and assessment in the workplace. This support will enable you to create a portfolio of evidence for the qualification.
Awarding Body:City & Guilds. Further information regarding all City & Guilds qualifications, including this course, can be found at www.cityandguilds.co.uk.
Entry Requirements:
Applicants are required to have a good standard of numeracy and literacy. Assessment takes places in the workplace, therefore applicants must be employed in a relevant sector. Acceptance onto the course is subject to a successful interview with the course tutor.Career Options:
Customer Service NVQ Level 3Team Leading NVQ Level 2
Management NVQ Level 3
Course Starting: Monday 10 Sep 2012 - Part Time - Off Campus
Course Starting: Monday 10 Sep 2012 - AP - Off Campus
Disclaimer:
This course information sheet describes courses and services offered by K College. Although great care has been taken in its compilation, it is for guidance only and does not form part of a contract with any individual and/or organisation. K College will take reasonable steps to provide courses and services in the manner described but reserves the right to modify or withdraw any courses or services. Some courses may not run if the College receives an insufficient number of enrolments. Please note that the fee and session information given above only applies to the academic year specified and is subject to change for subsequent years.
Errors and Omissions Excluded.
This course information sheet describes courses and services offered by K College. Although great care has been taken in its compilation, it is for guidance only and does not form part of a contract with any individual and/or organisation. K College will take reasonable steps to provide courses and services in the manner described but reserves the right to modify or withdraw any courses or services. Some courses may not run if the College receives an insufficient number of enrolments. Please note that the fee and session information given above only applies to the academic year specified and is subject to change for subsequent years.
Errors and Omissions Excluded.