Brand new, full-colour Candidate Handbook with accompanying website to support the new Customer Service standards at Level 2, written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Customer Service standards. The textbook covers the mandatory, most B-category units, and most popular optional units with additional support for the Technical Certificate and Functional Skills and includes illustrated units and varied activities to ensure that candidates are kept engaged and can access the information they need quickly.
Office Life case studies show learners how the qualification supports their working life and provides practical best-practice tips for making the most of their career and assessment guidance features throughout offer advice on how to prepare for assessment, and how candidates can achieve their best.
Suitable for all awarding organisations, including C&G, EDI, Edexcel, OCR and VTCT.
Contents Listing
F1: Communicate using customer service language
F2: Follow rules to deliver customer service
A3: Communicate effectively with customers
A4: Give customers a positive impression of yourself and your organisation
A10: Deal with customers face to face
B2: Deliver reliable customer service
C1: Recognise and deal with customer queries, requests and problems
C4: Deliver customer service to difficult customers
D1: Develop customer relationships
A5: Promote additional services or products to customers
A8: Make customer service personal
A9: Go the extra mile in customer service
A11: Deal with incoming telephone calls from customers
A12: Make telephone calls to customers
A13: Deal with customers in writing or electronically
A15: Organise the promotion of additional services or products to customers
B11: Improve the customer relationship
C3: Resolve customer service problems
D13: Monitor the quality of customer service transactions
Plus coverage of the technical certificate units.
