Publisher's Synopsis
These customer service materials work within the basic NVQ framework to offer thorough coverage of the subject. They are designed to enable users to build skills and confidence in dealing with customers, and also to provide documentary evidence of users' achievements.;The series consists of five unit workpacks and an "Effective Assessment Pack". Each workpack is a user-friendly, practical guide, which fully corresponds to a specific unit of the NVQ. They contain exercises, guidance on assessment and portfolio building, and relevant and contemporary examples linked to stimulating activities. The manual covers all of the required underpinning knowledge.
