NVQ Level 2 Hospitality Customer Service

Course Outline
These qualifications are ideal for you if your job or intended job is involved primarily within the customer service in the hospitality environment.

Learning and skills outcomes:

• The aim of this qualification is to recognise good hospitality practice.
• The flexibility of this qualification will enable candidates' skills to be adapted for a specific work based activity and/or employer requirements.
• Help staff do their job better, improving quality of output and decreasing time spent on solving problems.

Suggested audience and pre-requirements

This qualification is aimed at people working within the hospitality industry.

You do not need any formal qualifications.

Benefits and progression

• Offer employers up to date customer service techniques, targeted to their needs rather than qualification
• Improves efficiency and productivity
• Aligned to the need of business, it allows employers and learners to take control of the learning experience
• work-place learning
• Improves employee job satisfaction, motivation and retention, and create a quality assured highly skilled workforce.

Course detail

The detail course content is as follow:

Mandatory Units

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional Units
Plus 5 optional units (including at least one from each of the themes listed below):

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

Duration and delivery

Duration
4-6 month delivery in the work place.
Candidates will be seen by a Trainer/Assessor weekly or fortnightly.

Delivery
Training can be delivered in the work place.
Following a group induction (3 hours) and initial assessment candidates will work with the Trainer/Assessor to put together a portfolio and will be observed and assessed in the work place.