Product Description

Full support for the latest NVQ/SVQ Level 2 Customer Service standards

Written to match the latest specification, this is the only book mapped specifically to the S/NVQ Level 2 and covers the two mandatory units and ten option units.

• 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.

Product Details

• Amazon Sales Rank: #175495 in Books
• Published on: 2001-09-05
• Original language: English
• Binding: Paperback
• 378 pages

Customer Reviews

Clear, concise advice and examples.
This book is an excellent resource for candidates working for their level 3 NVQ in Customer Care. Its layout is concise and full of ideas. The book progresses through each level and element. The book is full of ideas about evidence and provides clear examples in the business world. Herein, in my view, lay two weaknesses -

1) It may encourage students to work through the units and elements as laid out in the book when in fact they do not need to do so.

2) The book is clearly aimed at business and commerce when in fact many public services are now encouraging staff to aim for this award.

None the less the book provides clear directions for switched on candidates who should not have any problem understanding any of the concepts contained in the book.

The book is also worthwhile for assessors and verifiers to read.