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
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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
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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
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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………………….
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