Summary: Suitable for Apprenticeships and written to the QCF standards, this new textbook, for all awarding bodies, covers the core and most popular optional units of the Level 2 in Customer Service. Written by an experienced senior verifier and edited by the Chief Verifier, the book maximises students' chances of success by clearly linking the assessment requirements to the relevant knowledge and understanding. Numerous activities and tasks will help students to remember and further understand the clearly explained concepts.Units covered:- Communicate using customer service language- Follow the rules to deliver customer service- Give customers a positive impression of yourself and your organisation- Deliver reliable customer service- Recognise and deal with customer queries, requests and problems- Develop customer relationships- Communicate effectively with customers
Candidates will work more efficiently through the qualification, by relying on the text to guide them when the assessor is not available - which is most of the time.Assessors will see candidates making more progress between visits - reducing the administration burden and decreasing completion times.Candidates will see the relevance of all content to their work because of 'real-world' language and examples.Candidates and assessors can be sure of a full match with the OCR requirements, through the author and editor team, and the OCR publishing partnership.
About the Author(s): Sarah Pilbeam is an External Verifier for a major awarding body. Maureen Everett is Chief Verifier for a major awarding body.
Readership: Level 2 students.
