The www.25ct.com - Golden Net Ltd learning materials for Customer Service Level 3 are supplied on CD ready for instant print and use by companies, training providers, colleges, consultants etc. - in fact ideal for any organisation delivering Level 3 Customer Service NVQs or indeed non-certificated customer service training.
We can on request make this publication available for download - however due to the amount of high quality training material contained within the download file it will take a considerable time for download!
The contents of the CD are ideally suited to be printed off and supplied to assessors and candidates in three main parts:
- Assessors’ Handbook (normally a single ring binder)
- Candidate Induction and Activity Pack (normally a single ring binder)
- Learning Resources (normally a single ring binder).
Yearly multi-user/licence to print licences are available during your 'checkout' process in order for you to supply from 1 - 1001+ candidates with this valuable resource.
Assessors' Handbook
| The Assessors Handbook contains the following guidance and information headings: |
- Using www.25ct.com - Golden Net Materials
- Introduction
- Candidate Induction and Activity Pack
- Structure and contents
- How to use the materials
- Learning Resources
- Structure and contents
- Assessing Customer Service Level 2
- The S/NVQ in Customer Service Level 2
- Aim and target audience
- Overall structure of the standards
- Performance criteria and evidence requirements
- Knowledge and understanding
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- Roles and responsibilities
- Assessing at Level 2
- Kinds of evidence
- What is sufficient evidence?
- How to assess knowledge
- Expert witness testimony
- Keeping records
- Candidate training and development
- Developing a candidate induction
- The assessment plan
- Claiming competence
- Portfolio presentation
- Assessing candidates
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| Appendices |
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- Sample S/NVQ Group Induction Programme
- Sample Assessment Plan
- Guidelines for Candidates on Portfolio Presentation
- Skills and Experience Checks
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- Knowledge Questions
- Candidate Progression Chart
- Unit Evidence Matrix
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Candidate Induction and Activity Pack
| The Candidate Induction and Activity Pack contains the following material |
- Induction To The S/NVQ - Customer Service Level 2
- What The Pack Does
- The S/NVQ Standards
- How to Prove Competence
- Assessors and Advisers
- Competence and S/NVQs
- Prove It!
- Presenting Proof of Competence
- Evidence
- The Assessment Process
- Mentors
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- How This Pack Will Help You
- Recap
- Completing the Customer Service Profile
- Preparing to Prove Competence
- Customer Service Profile
- Personal Development
- The Activity Pack
- Your S/NVQ Portfolio
- Using the Learning Resources
- Glossary of S/NVQ Terms
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Learning Resources
| The Learning Resources are matched to each unit of the NVQ including all optional units. |
| Each unit of materials contains a structured development programme delivered in open learning format with associated evidence generation activities and knowledge checks. |
