Customer Services

What is it?

Customer service is the ability of an organization to constantly and consistently give the customer what they want and need.

These two qualifications provide a statement of competence that testifies to the ability of learners to work to meet customer service objectives.

They cover support systems, processes and services and recognise that employment in customer service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

Course Objectives

• Defining Good Customer Service
• What Customer Service Skills do you Already Have?
• Dealing with Difficult, Rude or Indifferent Customers
• Achieving Real Excellence in Customer Service
• Advanced Listening and Responding Skills
• How to make the Customers Point of View Work for you
• Developing New Customer Relationships
• Caring for Yourself as well as your Customers
• Handling Complaints with Empathy and Efficiency
• Gaining Confidence in your Customer Service Role

Candidates must prove they are competent in a wide range of activities.

Unit 1

To achieve a full OCR Level 1 NVQ Certificate in Customer Service, candidates must complete a total of 22 credits, 8 from the mandatory units, 14 from the optional units.

Mandatory Units

• F1 Communicating using customer service language
• F2 Follow the rules to deliver customer service

Optional Units

Theme: Impression and Image

• A1 Maintain a positive and customer-friendly attitude
• A2 Adapt your behaviour to give a good customer service impression
• A3 Communicate effectively with customers
• A4 Give customers a positive impression of yourself and your organisation
• A5 Promote additional services or products to customers
• A6 Process information about customers
• A7 Live up to the customer service promise
• A8 Make customer service personal
• A9 Go the extra mile in customer service
• A10 Deal with customers face to face
• A11 Deal with incoming telephone calls from customers
• A12 Make telephone calls to customers

Theme: Delivery

• B1 Do your job in a customer-friendly way
• B2 Deliver reliable customer service
• B3 Deliver customer service on your customer’s premises
• B4 Recognise diversity when delivering customer service
• B5 Deal with customers across a language divide
• B6 Use questioning techniques when delivering customer service
• B7 Deal with customers using bespoke software
• B8 Maintain customer service through effective hand over

Theme: Handling Problems

• C1 Recognise and deal with customer queries, requests and problems
• C2 Take details of customer service problems
• C3 Resolve customer service problems
• C4 Deliver customer service to difficult customers

Unit 2

To achieve a full OCR Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.

Mandatory units

• 1 Prepare yourself to deliver good customer service
• 5 Provide customer service within the rules

Optional units

Theme: Impression and Image

• 9 Give customers a positive impression of yourself and your organisation
• 10 Promote additional services or products to customers
• 11 Process customer service information
• 12 Live up to the customer service promise
• 13 Make customer service personal
• 14 Go the extra mile in customer service
• 15 Deal with customers in writing or using ICT
• 16 Deal with customers face to face
• 17 Deal with customers by telephone

Theme: Delivery

• 21 Deliver reliable customer service
• 22 Deliver customer service on your customer’s premises
• 23 Recognise diversity when delivering customer service

Theme: Handling Problems

• 6 Recognise and deal with customer queries, requests and problems
• 31 Resolve customer service problems

Theme: Development and Improvement

• 36 Develop customer relationships
• 37 Support customer service improvements
• 38 Develop personal performance through delivering customer service

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