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Advanced Customer Services Exam


A high-level qualification is being launched to bridge the customer services skills gap.

Oxford Cambridge & RSA Examinations (OCR) has introduced the NVQ 4 in customer services.

OCR said that the qualification follows on from the findings of the National Employers’ Skills Survey by the Learning & Skills Council (LSC), which found that 55% of employers said customer handling was a key skill employees lacked.

According to the Institute of Customer Services (ICS), this sector now accounts for eight out of every ten jobs and amounts to 70% of Gross Domestic Product.

The NVQ 4 in customer services is said to be suitable for people who work in senior roles.


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