National Vocational Qualifications (NVQs)

Information Technology Qualification (ITQ) – Level 2

Head to Head Training offers the ITQ for employees. It is a new, unique, flexible training and qualification programme that has been designed by employers to meet the needs of today's businesses.

We understand that no two organisations are the same and so, the way they use IT is different and the IT skills of each employee are different. ITQ ensures that the employer gets the right person for the right job by equipping staff with the relevant and effective IT skills.

ITQ covers a diverse range of subjects from efficient file storage to effective use of email, spreadsheets and even how to use any bespoke software that your organisation may have.

Why choose ITQ?

ITQ delivers the skills and learning that employers most need. It is a simple solution to raising the IT user skills of the workforce and has been developed to address the skills gaps and shortages in the UK.

The need to use and exploit IT to its maximum effect is growing:

• Employers need more than 7.6 million employees to improve their IT user skills in the next 3 years
• 1 in 4 employers report inadequate employee IT user skills
• More than 8 million employees have had no formal IT training
• 9 out of 10 new jobs require IT user skills

ITQ e-skills UK

Described as the ‘NVQ for IT users’, ITQ enables employees to develop skills at different levels, according to the type of organisation and the role of the individual. Skills gaps are identified and training is designed to fill these, so that your organisation gets what it needs.

Where staff already have an IT qualification such as the ECDL, they can use it to count towards an ITQ, enabling them to develop their skills without having to demonstrate skills they have already had assessed.

The ITQ comprises of two elements:

1. Online Courses – which cover the frequently used software packages
2. A Work-Based Competence Assessment – leading to an NVQ at Level 2

To join now or for more information contact us on: 020 8749 0853 or email us by clicking here

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Customer Service NVQ – Level 2

The Customer Service NVQ will provide understanding into what customers really want, how to communicate to them effectively and how to keep existing customers.

This NVQ is ideal for those who:

• Need to communicate clearly and confidently
• Work with others to solve problems and support customer service improvements
• Work in a customer-facing role or who have to speak to customers on behalf of your company

The Customer Service NVQ comprises of two elements:

1. An Online Course – which contains the underpinning knowledge
2. A Work-Based Competence Assessment – leading to an NVQ at Level 2

Through this qualification, employees will be able to:

• Improve service by actively seeking feedback from customers.
• Communicate effectively with customers, promoting confidence and reassurance in your company.
• Share with colleagues approaches and tactics they have found to work when helping customers or increasing sales.
  

Course Areas Covered

It’s All About Customers
Why customer service is key to ongoing success in business

Making A Lasting Impression
How to make the right impression with customers

Understanding Customers
Developing a better understanding of customer relationships

Helping Customers
Exploring what customers actually want – even when they are not sure themselves

Keeping Customers
How to keep customers loyal to your business

Solving Problems
Using problem-solving and negotiation skills to keep customers loyal to your business

The course covers the latest thinking on the skills needed to deal with a variety of customer service situations on a day-to-day basis.

To join now or for more information contact us on: 020 8749 0853 or email us by clicking here