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Customer Service

National Vocational Qualification in Customer Service

A National Vocational Qualification (NVQ) is awarded to a candidate who has proven their competence to do a job to a national standard. An NVQ is a practically based qualification which assesses a person’s skills in the workplace. They’re suitable for those in employment who wish to achieve a recognised qualification that shows they’re good at their job. These individuals may be in roles that carry a customer service specific job title, or if it is their primary responsibility, such as a Receptionist. An NVQ is also for individuals who may not regard customer service as their primary responsibility but recognise that customer service skills are important in their job function.

How do you get one?

• Once registered with Autavis, a specialist assessor will observe and assess candidates doing their job. A portfolio of evidence is compiled while carrying out specific tasks, which satisfies all the required practical modules of the qualification.
• Candidates undergo an on-line multiple choice test of their knowledge about the job role.
• Typically, it takes around six months to achieve a Level 2 if all the evidence is presented and the tests are passed.

What’s included in it?

Customer Service NVQs are broken down into different parts called ‘Units’, some of which are mandatory, whilst others are optional. Each Unit is assigned to one of five core areas that describe the key customer service functions:

• Customer service foundations - understand the concept of customer service within the organisation and external environment
• Impression and image building, maintain and develop customer relationship
• Delivery - meet or exceed customer expectations
• Handling problems - maintain customer loyalty by dealing with problems effectively
• Development and improvement – looking at approaches that deliver improvements in customer service

Certificate in Customer Service for the Motor Industry (VRQ)

A vocational related qualification (VRQ) is a theory based qualification, which provides tuition on the essential knowledge to do a job.

The Certificate in Customer Service for the Motor Industry is offered at Level 2 and 3 and both contain the essential skills for professionals dealing directly with customers in a sales or aftersales environment, for example, service and parts advisors, bodyshop receptionists, or those working in a call centre.

How do you get one?

• By training and undertaking practical and on-line tests
• Each level is completed in an academic year, September to July.