This document provides information about an induction workshop for an NVQ programme in customer service and communication. It outlines the structure and content of the workshop, including introductions, an overview of the NVQ programme and qualifications, and the levels and requirements for level 2 and level 3 certificates. It also details the units, workshops, and assessment process involved in achieving the NVQ, and next steps for participants to take, such as deciding on their level and beginning to collect evidence.

1. Thursday 25th February 2016
Bev Gilder and Sally De-Alwis
Induction and Introduction to
Customer Service and
Communication workshop
NVQ Programme

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

4. 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

5. 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

6. 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

7. 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

8. Levels of Customer Service
• Level 2 NVQ Certificate in Customer Service
• Level 3 NVQ Certificate in Customer Service

9. Level 2 Customer Service NVQ
It 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

10. Level 3 Customer Service
It 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

11. 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

12. 2016 Workshops
• Today Workshop 1 : Introduction to Customer Service and
Communication
• Workshop 2 : Bench marking and problem solving
Tuesday 22nd March 9.30 – 1.00pm
• Workshop 3 : Motivation and continuous improvement
Tuesday 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

13. Workplace Assessment
Candidate’s Objective is to ….
……… demonstrate competence in a Unit or
Units to the Assessor in the workplace

14. 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.

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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 !!

21. 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/

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