Download OCR Level 2 NVQ Certificate in Customer Service (QCF) by Sarah Pilbeam, Maureen Everett PDF

By Sarah Pilbeam, Maureen Everett

This textbook deals complete aid to scholars in finishing their point 2 NVQ in customer support speedy and easily.

All NVQ jargon and the NVQ approach is roofed in complete, with transparent causes so scholars recognize precisely what they should do. for every unit there's a uncomplicated clarification of the type of facts they should supply and concepts approximately how they may generate this facts of their personal jobs. the entire wisdom and realizing that make up the direction also are lined, so scholars won't get caught within the time among assessor visits.

Written to the most recent QCF criteria through skilled exterior verifiers and overlaying the center devices, the ebook contains lots of Case reviews describing real-world customer support examples, improvement actions and information exams. those may also help scholars to growth of their wisdom and knowing to allow them to reach the very best grades within the shortest attainable time.

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Extra resources for OCR Level 2 NVQ Certificate in Customer Service (QCF) Incorporating Level 2 Certificate in Customer Service Knowledge

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Which person in authority would you ask for guidance or assistance in maintaining your organisation’s rules? Describe a customer transaction where you had to ask an experienced colleague about the rules for delivering customer service. If you find it difficult to answer these questions you might find it useful to discuss them with your manager, supervisor or colleagues. 4 Explain how they protect the security of customers and their property Whether you have to store customer information or property at certain times before, during or after a customer transaction will depend on the nature of the customer products or service that you and your organisation offer.

All of us enjoy the experience of good customer service if we feel that the person serving us really wants to create the right impression, responds to us and gives us good information. Every detail of your behaviour counts when dealing with the customer. Source: Adapted from Unit A4 purpose and aim 46 COMPLETING THIS UNIT GUIDE You will be able to demonstrate how you establish rapport with your customers, how you respond appropriately to customers and how you communicate information to them. You should be able to understand and explain how to give your customers a positive impression of yourself and the methods of communication that you use in your organisation to enable you to carry this out effectively.

They could be working methods, for example, the housekeeping or cleaning processes at the beginning and end of a working day or shift, or the cash handling procedures. There will be some procedures that are directly relevant to your area of responsibility and others that require a general awareness. Consider the following question in relation to your customer service situation. Making notes will help you to collect your thoughts and you can use them when you meet with your ‘live’ assessor or tutor.

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