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Active IQ Level 2 NVQ Certificate in Customer Services course


Introduction

This qualification recognises learners within a customer service environment. This qualification is based on the ICS National Occupational Standards at Level 2 and recognises occupational competence at this level. This qualification incorporates a choice of optional units which will enable learners to tailor the qualification to meet their needs.

Qualification structure and credit value

  • The learner must achieve 8 credits from the Mandatory Units
  • A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group
  • A minimum of 15 credits must be at Level 2 or above

Mandatory units

All learners must successfully achieve 8 credits from the following mandatory units:

  • Communicate using customer service language (F/601/1609) this unit is worth 4 credits
  • Follow the rules to deliver customer service (L/601/1614) this unit is worth 4 credits

Optional Units

Learners must achieve a further 20 credits by completing a minimum of one unit from each of the following optional groups:

Impression and Image

  • Maintain a positive and customer-friendly attitude (R/601/1209) this unit is worth 5 credits
  • Adapt your behaviour to give a good customer service impression (L/601/1211) this unit is worth 5 credits
  • Communicate effectively with customers (R/601/1212) this unit is worth 5 credits
  • Give customers a positive impression of yourself and your organization (L/601/0933) this unit is worth 5 credits
  • Promote additional services or products to customers (D/601/0936) this unit is worth 6 credits
  • Process information about customers (H/601/1215) this unit is worth 5 credits
  • Live up to the customer service promise (M/60/1217) this unit is worth 6 credits
  • Make customer service personal (T/601/1218) this unit is worth 6 credits
  • Go the extra mile in customer service (M/601/1220) this unit is worth 6 credits
  • Deal with customers face to face (T/601/1221) this unit is worth 5 credits
  • Deal with incoming telephone calls from customers (F/601/1223) this unit is worth 5 credits
  • Make telephone calls to customers (J/601/1224) this unit is worth 6 credits
  • Deal with customers in writing or electronically (R/601/1226) this unit is worth 6 credits
  • Use customer service as a competitive tool (D/601/1228) this unit is worth 8 credits
  • Organise the promotion of additional services or products to customers (D/610/1231) this unit is worth 7 credits
  • Build a customer service knowledge set (K/601/1233) this unit is worth 7 credits

 

Delivery

  • Do your job in a customer-friendly way (A/601/1205) this unit is worth 5 credits
  • Deliver reliable customer service (Y/601/1230) this unit is worth 6 credits
  • Deliver customer service on your customer’s premises (Y/601/1213) this unit is worth 5 credits
  • Recognise diversity when delivering customer service (K/601/1216) this unit is worth 5 credits
  • Deal with customers across a language divide A/601/1219 this unit is worth 8 credits
  • Use questioning techniques when delivering customer service (A/601/1222) this unit is worth 4 credits
  • Deal with customers using bespoke software (L/601/1225) this unit is worth 5 credits
  • Maintain customer service through effective hand over (Y/601/1227) this unit is worth 4 credits
  • Deliver customer service using service partnerships (H/601/1229) this unit is worth 6 credits
  • Organise the delivery of reliable customer service (Y/601/1230) this unit is worth 6 credits
  • Improve the customer relationship (H/601/1232) this unit is worth 7 credits


Handling Problems

  • Recognise and deal with customer queries, requests and problems (M/601/1508 this unit is worth 5 credits
  • Take details of customer service problems (T/601/1509) this unit is worth 4 credits
  • Resolve customer service problems (M/601/1511) this unit is worth 6 credits
  • Deliver customer service to difficult customers (T/601/1512) this unit is worth 6 credits
  • Monitor and solve customer service problems (J/601/1515) this unit is worth 6 credits
  • Apply risk assessment to customer service (D/601/1519) this unit is worth 10 credits
  • Process customer service complaints (D/601/1522) this unit is worth 6 credits

Development and Improvement

  • Develop customer relationships (T/601/1526) this unit is worth 6 credits
  • Support customer service improvements (A/601/1530) this unit is worth 5 credits
  • Develop personal performance through delivering customer service (R/601/1534) this unit is worth 6 credits
  • Support customers using on-line customer services (H/601/1540) this unit is worth 5 credits
  • Buddy a colleague to develop their customer service skills (M/601/1542) this unit is worth 5 credits
  • Develop your own customer service skills through self-study (R/601/1548) this unit is worth 6 credits
  • Support customers using self-service technology (Y/601/1549) this unit is worth 5 credits
  • Work with others to improve customer service (D/601/1553) this unit is worth 8 credits
  • Promote continuous improvement (H/601/1554) this unit is worth 7 credits
  • Develop your own and others’ customer service skill (K/601/1555) this unit is worth 8 credits
  • Lead a team to improve customer service (H/601/1568) this unit is worth 7 credits
  • Gather, analyse and interpret customer feedback (H/601/1571) this unit is worth 10 credits
  • Monitor the quality of customer service transactions (T/601/1574) this unit is worth 7 credits

Assessment Internally assessed:

  • Portfolio of evidence
  • Practical demonstration / Assignment
  • Coursework

For full details, including pricing and learning hours, please download Active IQ NVQ course PDF

List of all Active IQ’s NVQ courses



Active IQ Level 2 NVQ Certificate in Activity Leadership course


Introduction

This qualification underpins the role of an activity leader in the active leisure sector and is appropriate for individuals who are planning, delivering and evaluating activity sessions.

Qualification structure and credit value

This NVQ/SVQ consists of 6 mandatory units (25 credits) and 2 optional units (minimum of 5 credits)


Mandatory units

All learners must successfully complete the following units:

  • Support the work of the team and organization (Y/601/4483) this unit is worth 2 credits
  • Prepare for activity sessions (F/601/5532) this unit is worth 4 credits
  • Lead activity sessions (J/601/5533) this unit is worth 9 credits
  • Conclude and review activity sessions (L/601/5534) this unit is worth 4 credits
  • Promote health, safety and welfare in active leisure and recreation (D/601/4484) this unit is worth 4 credits
  • Support equality and diversity in active leisure and recreation (H/601/4485) this unit is worth 2 credits

Optional units

Learners must complete two of the following optional units:

  • Administer finance and information (R/601/5535) this unit is worth 3 credits
  • Contribute to joint working with other organisations (R/601/5536) this unit is worth 4 credits
  • Support the development of the sport or activity (H/601/5538) this unit is worth 2 credits
  • Set up, take down and store activity equipment (K/601/4486) this unit is worth 3 credits
  • Check and service activity equipment (M/601/4487) this unit is worth 3 credits
  • Contribute to environmental conservation in active leisure and recreation (L/601/4495) this unit is worth 6 credits
  • Give customers a positive impression of yourself and your organisation (L/601/0933) this unit is worth 5 credits
  • Look after participants when they are away from home (K/601/5539) this unit is worth 5 credits
  • Enable disabled people to take part in activities (D/601/5540) this unit is worth 9 credits
  • Contribute to adventurous activities (H/601/5541) this unit is worth 8 credits
  • Contribute to participants’ personal and social development (K/601/5542) this unit is worth 5 credits
  • Contribute to participants’ exploration and understanding of the natural environment (M/601/5543) this unit is worth 4 credits

 

Assessment Internally assessed:

  • Coursework
  • Portfolio of Evidence
  • Practical Demonstration / Assignment

For full details, including pricing and learning hours, please download Active IQ NVQ course PDF



Active IQ Level 2 NVQ Diploma in Instructing Exercise & Fitness course


Introduction

The Active IQ Level 2 NVQ Diploma in Instructing Exercise and Fitness is on the Qualifications and Credit Framework. This qualification underpins the role of a fitness instructor and enables learners to prove competence in the workplace and can be achieved in the following contexts; Gym, Exercise to Music, Aqua or Exercise and Physical Activity for Children.

Qualification structure and credit value

Learners must achieve 5 mandatory units and 2 optional units from a specific pathway;

  • Gym pathway: 22 credits from mandatory units plus 16 credits from relevant optional units
  • Exercise to Music pathway: 22 credits from mandatory units plus 16 credits from relevant optional units
  • Aqua pathway: 22 credits from mandatory units plus 16 credits from relevant optional units
  • Exercise and Physical Activity for Children pathway: 22 credits from mandatory units plus 15 credits relevant from optional units

Mandatory Units

Learners must complete all 5 mandatory units (credit value required; Minimum 22, Maximum
22)

  • Unit 1 – Anatomy and physiology for exercise (H/600/9013) – this unit is worth 6 credits
  • Unit 2 – Principles of exercise, fitness and health (A/600/9017) – this unit is worth 4 credits
  • Unit 3 – Promote health, safety and welfare in active leisure recreation (D/601/4484) – this unit is worth 4 credits
  • Unit 4 – Work with clients to help them to adhere to exercise and physical activity (A/601/7361) – this unit is worth 4 credits
  • Unit 5 – Reflect on develop own practice in providing exercise and physical activity (F/601/7362) – this unit is worth 4 credits


Optional Units

Credit Value required: Minimum 15.

O1 – Pathway A Gym

Learners must achieve both optional units if this pairing is selected. This group represents a pathway.
Credit value required; Minimum 17, Maximum 17

Sub-components required; Minimum 2, Maximum 2.

  • Plan and prepare gym-based exercise (J/601/7363) – this unit is worth 9 credits
  • Instruct and supervise gym-based exercise (L/601/7364) – this unit is worth 8 credits

O2 – Pathway B Exercise to Music

Learners must achieve both optional units if this pairing is selected. This group represents a pathway.
Credit value required; Minimum 16, Maximum 16

Sub-components required; Minimum 2, Maximum 2.

  • Plan and prepare group exercise to music (R/601/7365) – this unit is worth 8 credits
  • Instruct group exercise to music (Y/601/7366) – this unit is worth 8 credits

O3 – Pathway C Aqua

Learners must achieve both optional units if this pairing is selected. This group represents a pathway.

Credit value required; Minimum 16, Maximum 16

Sub-components required; Minimum 2, Maximum 2.

  • Plan and prepare water-based exercise (D/601/7367) – this unit is worth 8 credits
  • Instruct water-based exercise (H/601/7368) – this unit is worth 8 credits

O4 – Pathway D Exercise and Physical Activity for Children

Learners must achieve both optional units if this pairing is selected. This group represents a pathway.
Credit value required; Minimum 15, Maximum 15

Sub-components required; Minimum 2, Maximum 2.

  • Plan and prepare health related exercise and physical activity for children (K/601/7369) – this unit is worth 8 credits
  • Instruct health related exercise and physical activity to children (D/601/7370) – this unit is worth 7 credits

Assessment

Internally assessed:

  • Portfolio of Evidence
  • Practical Demonstration / Assignment
  • Coursework

For full details, including pricing and learning hours, please download Active IQ NVQ course PDF

List of all Active IQ’s NVQ courses



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