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Skill scan / Initial assessment

Name______________

N/SVQ Level 2 Customer Service Skills Scan TO ACHIEVE THE FULL QUALIFICATION CANDIDATES MUST BE ABLE TO COMPLETE BOTH MANDATORY UNITS 1 & 5 PLUS A FURTHER 5 UNITS (1 UNIT FROM EACH THEME PLUS ONE ADDITIONAL UNIT)

A total of 7 are needed for the full award)

This Skill Scan is a way of looking at what you do in your job. It will help you and your assessor to find out what you do now and what you need to do to develop your skills to meet the standards required for NVQ Level 2. The questions are based on the NVQ Standards and you need to decide if you do an activity ‘Often’ ‘Sometimes’ or ‘Never. To be able to choose a unit for your NVQ, you must be able to provide evidence for all of the criteria in the bulleted list even if it is sometimes. If you cannot, then the unit will not be suitable for you.

Mandatory Unit 1

never

Some-times

Unit description Often

Unit

 to Select

Please tick if you do this

Please give examples of your current work which can be used to show competence for this unit

Prepare yourself to deliver good customer service  Describe the customer service of your organisation to customers and /or colleagues  Describe your organisation’s products or services to customers and/or colleagues

Mandatory

Provide customer service within the rules BY

Unit 5

 Follow organisational procedures  Follow external regulation and legislation

Theme: Impression and Image: - select at least 1 unit from this theme Option Unit 9

Give customers a positive impression of yourself & your organisation  Establish effective rapport with customers  Respond appropriately to customers  Communicate information to customers

Warwick Education & Training Consultancy ©2010


Option Unit 10

Promote additional services or products to customers by  Identifying additional products and services  Informing customers about these  Gain customer commitment to use the additional service

Theme: Impression and Image: (continued)- select at least 1 unit from this theme Option Unit 11

Option Unit 12

Option Unit 13

Option Unit 14

Option Unit 15

Option Unit 16

Process customer service information  Collect information  Select and retrieve  Supply customer service information Live up to the customer service promise  Understand and explain the promise  Produce customer satisfaction by delivering the promise Make customer service personal  Identify opportunities for making customer service personal  Treat your customer as an individual Go the extra mile in customer service  Distinguish between routine service standards and ‘going the extra mile’  Check that your extra mile ideas are feasible  ‘go the extra mile’ Deal with customers in writing or using ICT  Use written or ICT communication effectively  Plan and send effective written or ICT communication  Handle incoming written or ICT communications effectively Deal with customers face to face  Communicate effectively with your customer  Improve the rapport with your customer through body language

Warwick Education & Training Consultancy ©2010


Option Unit 17

Deal with customers by telephone  Use the telephone system effectively  Plan and make focused telephone calls to your customer  Handle incoming calls effectively

Theme: Delivery select at least 1 unit from this theme Option Unit 21

Option Unit 22

Option Unit 23

Deliver reliable customer service  Prepare to deal with your customer  Give consistent service to customers  Check customer service delivery Deliver customer service on your customers premises  Establish a rapport with your customers  Balance customer service with your own skills and expertise Recognise diversity when delivering customer service  Use reasonable assumptions about your customer whilst avoiding stereotyping  Adapt customer service to recognise to recognise the different needs and expectations of diverse groups

Theme: Handling problems – select at least 1 unit from this theme Option Unit 6

Recognise and deal with customer queries, requests and problems  Recognise and deal with customer queries and requests  Recognise and deal with customer problems

Option Unit 31

Resolve customer service problems  Spot customer service problems  Pick the best solution to resolve customer service problems  Take action to resolve customer service problems

Warwick Education & Training Consultancy ©2010


Theme: Development and improvement - select at least 1 unit from this theme Option Unit 36

Option Unit 37

Option Unit 38

Develop customer relationships  Build your customers confidence that the service you give will be excellent  Meet the expectations of your customer  Develop the long term relationship between your customer and your organisation Support customer service improvements  Use feedback to identify potential customer service improvements  Implement changes in customer service  Assist with the evaluation of changes Develop personal performance through delivering customer service  Review performance in your customer service role  Prepare a personal development plan and keep it up to date  Undertake development activities and obtain feedback on your customer service performance

Signed Candidate………………………………………………………………..Date…………………. Signed Assessor …………………………………………………………………Date………………….

Warwick Education & Training Consultancy ©2010


Skills Scan - Customer Service Level 2