Customer Service
A positive impression and going that extra mile will always make the difference to your customers and the company's profitability. The customer is the most important person in any business and your reputation relies on them being given excellent service.
The Customer Service NVQ is aimed at those who want to demonstrate their ability to deliver reliable customer service and gain recognition for this.
Retail
Strong competition, changes in consumer lifestyles and extended opening hours are all helping to change the face of retailing. To be able to provide the very highest standards of service requires staff who have been trained and developed to meet those standards.
Aimed at those working in retail and a customer focused environment, the Retail Skills qualifications enable you to demonstrate your competency across a range of units, covering displaying stock, processing payments, resolving customer service problems and working effectively in a retail team.
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NVQ Level 2 Customer Service
The units have been grouped into 4 themes which are:
Impression and Image
Delivery
Handling Problems
Development and Improvement
To achieve an NVQ Level 2 award, 7 units must be
completed. Example units are:
Provide customer service within the rules
Give customers a positive impression of yourself and your organisation
Go the extra mile in customer service
Deal with customers face to face
Deal with customers by telephone
Recognise and deal with customer queries, requests and problems
Resolve customer service problems
Develop customer relationships
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NVQ Level 3 Customer Service
 The units have been grouped into 4 themes which are:
Impression and Image
Delivery
Handling Problems
Development and Improvement
To achieve an NVQ Level 3 award, 8 units must be
completed. Example units are:
Make customer service personal
Use customer service as a competitive tool
Organise the promotion of services or products to customers
Monitor and solve customer service problems
Promote continuous improvement in customer service
Lead a team to improve customer service
Gather, analyse and interpret customer feedback
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Apprenticeship Customer Service
Most of the time you have to make a choice between studying for a qualification and having a job. With Apprenticeships you get the best of both worlds-a paid job and a training programme that leads to nationally recognised qualifications.
Apprenticeships are a combination of three qualifications; a theory based course (usually a progression award), an NVQ, and Key Skills. Apprentices will develop knowledge and skills specific to their employer and the products/services they offer.
A wide variety of skills are needed to complete the Customer Service Apprenticeship, including identifying customers and what they value, commitment to work, not being judgemental and an excellent telephone manner.
The Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 2 in Customer Service
Key skills Communication level 1
Key skills Application of Number level 1
Technical Certificate in Customer Service level 2
The Advanced Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 3 in Customer Service
Key skills Communication level2
Key skills Application of Number level 2
Technical Certificate in Customer Service level 3
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Retail Skills
Apprenticeships and NVQs form the focus of staff development for many of the UKs leading businesses.
Competence is assessed and knowledge developed in the workplace thereby minimising disruption and cost.
Poultec's team of assessors can bring knowledge and expertise to the training environment, providing companies with cost effective training solutions and individuals with a qualification to be proud of.
Level 2 qualifications require you to have some knowledge and experience of the subject area. (NVQ level 2 is equivalent to 5 GCSEs at grades A-C)
Level 3 qualifications cover more complex work and will require supervisory abilities as well. (NVQ level 3 is equivalent to 2 A levels)
In order to build a career within the retail industry it is necessary to prove knowledge and competency when performing your role, which is achieved through an NVQ.
Level 2 is designed for sales advisors or similar staff, while level 3 is suitable for team leaders and supervisors.
Each level contains mandatory units covering the key areas that everyone needs, and optional units which allow you to tailor the qualification to your individual needs.
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NVQ Level 2 Retail Skills
To achieve a level 2 award, 6 units must be completed. Example units are:
Receive goods and materials into storage in a retail environment
Display stock to promote sales to customers in a retail environment
Process payments for purchases in a retail environment
Resolve customer service problems
Help to keep the retail workplace secure
Help to maintain a safe and healthy retail
environment
Work effectively in your retail team
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NVQ Level 3 Retail Skills
To achieve a level 3 award, 6 units must be completed and there are three pathways to choose from:
The Sales Professional pathway
The Visual Merchandising pathway
The Management pathway
Example units are:
Help to manage a retail team
Improve the customer relationship
Contribute to the continuous improvement of retail operations
Allocate and check work in your team
Recruit, select and keep colleagues
Provide learning opportunities for colleagues
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Apprenticeship Retail Skills
Most of the time you have to make a choice between studying for a qualification and having a job. With Apprenticeships you get the best of both worlds-a paid job and a training programme that leads to nationally recognised qualifications.
Apprenticeships are a combination of three qualifications; a theory based course (usually a progression award), an NVQ and Key Skills. Apprentices will develop knowledge and skills specific to their employer and the products/services they offer.
Retail is a fast moving business, every day is different. Apprentices must be able to adapt to change and think on their feet.
The Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 2 in Retail Skills
Key skills Communication level 1
Key skills Application of Number level 1
Certificate in Retail Operations level 2
The Advanced Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 3 in Retail Skills
Key skills Communication level 2
Key skills Application of Number level 2
Certificate in Retail Skills level 3
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