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Customer Service and Contact Centres | Resources 
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NVQ/SVQ Level 2 Customer Service Candidate Handbook
The best support for the new NVQ/SVQ Customer Service standards
Brand new, full-colour Candidate Handbook with accompanying website to support the new Customer Service standards at Level 2.
  • Written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Customer Service standards.
  • Covers the mandatory, most B-category units, and most popular optional units with additional support for the Technical Certificate and Functional Skills.
  • Highly illustrated units and varied activities meant that candidates are kept engaged and can access the information they need quickly.
  • Office Life case studies show learners how the qualification supports their working life and provides practical best-practice tips for making the most of their career.
  • Assessment guidance features throughout offer advice on how to prepare for assessment, and how candidates can achieve their best.
  • Suitable for all awarding organisations, including C&G, EDI, Edexcel, OCR and VTCT.
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S/NVQ Level 2 Customer Service
 
Written to match the latest specification, this Student Book is designed to provide students with all the underpinning knowledge for the NVQ in Customer Service at Level 2.
  • The only book mapped specifically to the S/NVQ Level 2 so you can be confident your students will cover what is needed to successfully complete the course.
  • Covers the two mandatory units and nine of the option units (plus one bonus chapter online).
  • Case studies give students the opportunity to analyse and discuss real-life situations and to practise their skills.
  • Active knowledge activities encourage students to draw upon experience in their own workplace as evidence for assessment.
  • Written by a trainer and assessor for the ICS so you can be confident your students will cover what is needed to successfully complete the course.
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