skills-scan-customer-service.doc3

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					                                                    SKILLS SCAN
                                               Customer Service Level 2


                                  CANDIDATES NAME:……………………………………………………….

                                                  CUSTOMER SERVICE - NVQ LEVEL 3

    CANDIDATES MUST BE ABLE TO COMPLETE ALL MANDATORY UNITS – UNITS 1 TO 5 AND A FURTHER 1 UNIT FROM THE
             OPTIONAL UNITS. A TOTAL OF 6 UNITS IS NECESSARY TO ACHIEVE THE FULL QUALIFICATION

UNIT          ELEMENT REQUIREMENTS          I do this   I do this    I never   Please give examples of your work   Assessor comments
                                            often       some-times   do this
Mandatory Plan and organise the
  Unit 1  delivery of reliable customer
              service

              Review and maintain
              customer service delivery

              Use recording systems to
              maintain reliable customer
              service

Mandatory Improve communications
  Unit 2  with your customers

              Balance the needs of your
              customer and your
              organisation

              Exceed customer
              expectations to develop the
              relationship




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Mandatory Work with others to follow
  Unit 3  plans for improving customer
             service

             Meet the ongoing needs and
             expectations of your
             customers

             Develop the relationship
             between your customers and
             your organisation

Mandatory Solve immediate customer
  Unit 4  service problems

             Identify repeated customer
             service problems and options
             for solving them

             Take action to avoid the
             repetition of customer service
             problems

Mandatory Plan improvements in
  Unit 5  customer service based on
             customer feedback

             Implement changes in
             customer service

             Review changes that promote
             continuous improvement




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A total of 6 units is required for a full award

Candidates must complete all mandatory units and any one unit from the following optional units

                                                                OPTIONAL UNITS

UNIT           ELEMENT REQUIREMENTS             I do this   I do this   I never   Candidate/Assessor   Training needs/Target dates
                                                sometimes   often       do this   comments
 Optional      Develop your own customer
  Unit 6       service skills

               Plan the coaching of others in
               customer service

               Coach others in customer
               service
 Optional      Offer additional products or
  Unit 7       services

               Organise customer support to
               promote use of additional
               products or services

               Monitor the promotion of
               additional products or
               services
 Optional      Plan and organise the work of
  Unit 8       teams and individuals

               Provide support for team
               members and individuals

               Review performance of team
               members and individuals



Assessor comments:




                                                                        3
Assessor Signature:        Date:


Candidate signature:       Date.




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