Thursday 25th February 2016 Bev Gilder and Sally De-Alwis

Induction and Introduction to Customer Service and

Communication workshop NVQ Programme

Welcome to the Customer Service Induction Workshop• Introductions• Registration forms• The NVQ programme• Your NVQ folder• Workshop activities• Getting started• Review

What this qualification offers you…• More in depth understanding of your role• More ideas about how to achieve the best

performance from yourself and your team• Better understanding of some of the current thinking

about customer service• Access to a range of resources • A nationally and internationally recognised

qualification which can link to others• Demonstrate to your managers you are taking

responsibility for your own learning

What this qualification offers the University of Westminster…

• Trained, confident, qualified and engaged employees.• Improved individual and team performance.• Better overall performance for the University• Enhanced customer service in a competitive sector.• Staff who understand and are actively involved in

their own and others’ development

How does the programme work ….?• Interactive workshops to support your learning.• Guided planning, support and feedback as you

complete each unit• 1-2-1 assessments for each of your units• Work based evidence from your current job to

demonstrate your knowledge, skills and competencies

• Takes approx. 12-15 months to complete

Achieving an NVQ Diploma

• Demonstrating the skills, outcomes of effective performance, behaviours, and knowledge and understanding necessary to perform to a National Standard. This will meet the assessment criteria and learning outcomes

• Both assessment and development are key features in the process of achieving an NVQ

• Coaching and planning support from your assessor or trainer is integral to the process

Levels of Customer Service• Level 2 NVQ Certificate in Customer Service

• Level 3 NVQ Certificate in Customer Service

Level 2 Customer Service NVQIt is suitable for candidates:• Who have particular customer service and

administrative job roles(interfacing with customers, students, clients, service users)

• Who are working in a customer focussed environment

• Whose role is to provide service to any customer – internal or external to the organisation

Level 3 Customer ServiceIt is suitable for candidates who:• Can influence what happens at work• Uses the organisation’s rules and systems flexibly to

deliver good service• Question the ways things are done and suggest/make

improvements• Have excellent communication skills and a wide

knowledge of how to meet customers expectations• Are aware of the commercial or other pressures facing

the organisation

Customer Service NVQ

Level 2• 2 mandatory units = 8

credits• Optional units of = min

20 credits• Usually 4 optional units• Workshops • Individual unit

assessment

Level 3• 2 mandatory units= 8

units• Optional units = min 30

credits• Usually 4 optional units• Workshops• Individual unit

assessment

2016 Workshops• Today Workshop 1 : Introduction to Customer Service and

Communication

• Workshop 2 : Bench marking and problem solvingTuesday 22nd March 9.30 – 1.00pm

• Workshop 3 : Motivation and continuous improvementTuesday 26th April 9.30 – 1.00pm

• Workshop 4: Rules, Regulations and legislation Thursday 26th May 9.30 – 1.00pm

• Workshop 5 : Team working, building and influencing skills Tues 28th June 9.30 – 1.00pm

Workplace AssessmentCandidate’s Objective is to ….

……… demonstrate competence in a Unit or Units to the Assessor in the workplace

So what is suitable evidence ?

• Products of your day to day work• Witness testimonies from those you work

with or for.• Observation of you doing your job by the

assessor• Products from your working environment• Professional discussions with your assessor• Written work produced e.g. reflective

journals or learning logs.

For each assessment…. you will …• Plan the assessment and agree date, time and

venue with your assessor • Select your evidence for one or more units• Complete an assessment preparation form• Prepare for assessment

- collect your evidence - ensure you are free from interruptions- book a room

For each assessment .. your assessor will…• Ensure you understand the process• Help you plan your assessment and agree date,

time and venue • Help you plan for a professional discussion• Check the assessment preparation form • Have a good knowledge of the awarding body

standards• Complete the records of assessment and

planning forms

All of your evidence must be (VACS):

• Valid - relevant to the unit• Authentic - clearly related to you• Current - showing your current competence• Sufficient - covering all the requirements

Assessment activity• Look at the specific unit • Discuss suitable types of evidence you could

gather and use for this unit• What challenges or questions do you have

Producing evidence for NVQ• Workshop activites – knowledge and understanding criteria

• Witness testimonies – internal and external customers

• Feedback – solicited and unsolicited

• Work product – emails/ projects/meetings/ policies

• Observation – by assessor /peer/manager

• Research – demonstrates development of CS knowledge

• Diary/log – mechanism to record your cs interactions and outcomes

• Performance reviews – examples of CS performance

Next steps….• Decide which level you feel is best for you.• Introductions - Your assessor will make contact and

arrange to visit you and get to know you and your work• Please read the information we have given you on the

stick • Begin your folder• You can access the NVQ standards via the OCR website

too • Print our job description and most recent appraisal for

the assessor to see ( plus a current cv if you have one too )

• Start to think about what type of product evidence you can produce – we will guide you too !!

OCR website links• Customer Service Level 2 Certificate • http://www.ocr.org.uk/qualifications/vocational-qualifications-qcf-

customer-service-level-2-certificate-nvq-03455/

• Customer service L3 Diploma• http://www.ocr.org.uk/qualifications/vocational-qualifications-qcf-

customer-service-level-3-diploma-nvq-03456/

Next workshop is ….• 22nd March 2016 • 9.30 – 1.00 pm• Bench marking and problem solving