This text takes candidates through the NVQ award, unit-by-unit, offering plenty of questions and exercises to reinforce knowledge and understanding. Scenario-based activities allow candidates to analyze and discuss customer service situations and practise their skills

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.