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NVQ Level 2 Customer Service. Solihull College by Joanne Jervis
Having worked Full Time as Airline Cabin Crew for 15 years with a major UK carrier I have recently been awarded the Customer Service NVQ Level 2 in conjunction with Solihull College, Birmingham, UK.
I realised that although I have many years experience working in service delivery, safety and inflight medical care, I have no official qualification to show.
I thought this award was a brilliant opportunity to demonstrate and give clear evidence of the years that I have handling the general public in my area of the industry.
We deal with scenarios of a vast range in the small enclosed environment of the aeroplane and cope withsituations and behaviour that people would not normally demonstrate.
Lack of space, the fact that they are not in control, delays, etc can all contribute to impatience and a lower tolerance level.
My portfolio included letters of thanks and praise sent directly into the company from travelling customers, letters of recognition from Managers and Directors, regularly completed flight reviews from direct Cabin Managers and logs such as target tracking forms and completed Customer Satisfaction Survey forms.
The qualification did not really need for me to do anything above and beyond my daily working job other than to make a conscious effort to gather and record evidence.
I work on short haul EU and non EU routes. I also operate on larger aircraft that enable me to fly on long haul routes and my job has taken me to places such as Australia, USA, Thailand, Kenya and all over the Caribbean so I have the opportunity to come in to contact with all different types of customers and requirements.
During the summer of 2010 I was able to put together a portfolio including enough material to pass my course.
This included two observations from Assessors from the college who came down to the aircraft to witness my boarding of passengers, care, friendliness and welfare.
During these observations I was able to demonstrate my empathy and care towards a blind customer, a very nervous customer who may not have travelled without reassurance and special treatment and a customer who suffered an angina attack on boarding to whom I administered medical treatment.
Our medical training is carried out under exam conditions along with our safety training and we are re examined every twelve months.
I am happy to have been awarded the NVQ as it is evidence that I can show for my years in this field.
It would be a great qualification to contact Solihull College about if you are currently working in any industry that requires you to deal with customers, either business or the public.
I am really glad to have achieved level 2 and if a supervisory or managerial rank place should become available to me I shall definitely enroll on their Level 3 course.
Joanne Jervis
About the Author
Joanne Jervis
UK Airline Cabin Crew
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