on 18 October 2001
This book is an excellent resource for candidates working for their level 3 NVQ in Customer Care. Its layout is concise and full of ideas. The book progresses through each level and element. The book is full of ideas about evidence and provides clear examples in the business world. Herein, in my view, lay two weaknesses -
1) It may encourage students to work through the units and elements as laid out in the book when in fact they do not need to do so.
2) The book is clearly aimed at business and commerce when in fact many public services are now encouraging staff to aim for this award.
None the less the book provides clear directions for switched on candidates who should not have any problem understanding any of the concepts contained in the book.
The book is also worthwhile for assessors and verifiers to read.