A flexible syllabus, enabling training to be tailored to meet specific needs of employers & their employees. It gives participants the opportunity to build and develop more in depth customer service skills within the motor industry, covering modules such as creating a positive representation in customer service, making customer service personal, dealing with customers face-to-face and via the phone, as well as recognising diversity in customer care.
Awarded By: IMI (The Institute of Motor Industry)
Duration:
12 Months
Who will benefit:
This course is suited to individuals whose job role requires them to deliver continually improving service to customers, for example receptionist or sales staff, as well as for those who recognise that customer service competencies are beneficial in complementing their technical skills.
Entry Requirements:
There are no formal entry requirements, however it is essential that the candidate is employed within the motor industry and has direct contact with customers in order to build their work based portfolio.
Course Aims:
On completing this qualification, participants will be able to understand and appreciate the need for excellent customer service through development of their new & existing skills as well as hands on experience.
IMI Level 2 NVQ in Customer Service:
In order to achieve the full IMI NVQ, candidates must complete both mandatory units and 5 optional units, as well as provide a complete work based portfolio.
Mandatory Units:
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units:
Theme: Impression and Image
- Give customers a positive impression of yourself and your organisation
- Promote additional services or products to customers
- Process customer service information
- Live up to the customer service promise
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing or using ICT
- Deal with customers face to face
- Deal with customers by telephone
Theme: Delivery
- Deliver reliable customer service
- Deliver customer service on your customer’s premises
- Recognise diversity when delivering customer service
Theme: Handling Problems
- Recognise and deal with customer queries, requests and problems
- Resolve customer service problems
Theme: Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service
Progression:
IMI Level 3 NVQ in Customer Service
