Customer Service (NVQ)
- Want to ensure your employees make the right impression with customers?
- Want a better understanding of what your customers really want?
- Want to improve customer retention, increase sales and find new customers?
Customer Service is often seen as one of those “soft skills” that are often talked about, but never given the focus it really deserves. We all know customer service is vital to keeping customers, yet it often gets lost amongst “technical” and job specific training.Well, now’s the time to act and ensure your staff are fully customer focussed to help drive your business forward and improve bottom line performance.The qualification has two elements:
- an online course which provides the underpinning knowledge
- a work-based competence assessment leading to an NVQ at level 2
How will the Customer Service NVQ help your business?
You can spend time and resources on acquiring new customers but unless all your employees understand how to keep existing ones, you could have difficulty building up your customer base.A Customer Service NVQ will open up pathways to understanding what customers really want. Through gaining this qualification, your employees will be able to:
- improve service by actively seeking feedback from customers
- communicate effectively with customers, promoting confidence and reassurance in your company
- share with colleagues approaches and tactics they have found to work when helping customers or increasing sales.
Training can be a great motivator for your employees and will help them get more from their work. This should not only improve your staff retention levels but could have a massive impact on the profitability of your organisation.
Who is a Customer Service NVQ suitable for?
This NVQ is great for employees who, as part of their job:
- need to communicate clearly and confidently
- work with others to solve problems and support customer service improvements
- work in a customer-facing role or who have to speak to customers on behalf of your company.
- Work with internal and/or external customers (colleagues, suppliers etc)
What will your staff learn?
Utilising the learndirect Steps to Success Professional Customer Service course staff will gain the underpinning knowledge for the NVQ. The course covers the latest thinking on the skills needed to deal with a range of customers. It will enable your employees to deal with a variety of customer service situations on a day-to-day basis.The course covers the following areas:
- It’s all about customers – why customer service is key to ongoing success in business.
- Making a lasting impression – how to make the right impression with customers.
- Understanding customers – developing a better understanding of customer relationships.
- Helping customers – exploring what customers actually want even when they are not sure themselves!
- Keeping customers – how to keep customers loyal to your business.
- Solving problems – using problem-solving and negotiation skills to keep customers loyal to your business.
As a result, your employees will:
- recognise the importance of customer service in retaining customers
- understand how to enhance the organisation’s reputation so that you acquire more customers
- understand the important concept of the internal customer
- be able to evaluate and improve their customer service skills
- enhance the customer experience.
In essence, it’s all about improving your business through delivering customer satisfaction.
