EDI Customer Service NVQ 2

EDI Customer Service NVQ Level 2

Overview

Level 2 Customer Service NVQ has been developed from the National Occupational Standards
produced by the Institute of Customer Service, the national standard setting body for this
occupational area:

The aim of this qualification is to contribute to the skills, knowledge and overall performance of the
industry’s workforce. It provides a first insight into the principles and processes of the delivery of
customer service and will aid career progression.

Within your job role you need to be able to show that you can carry out a range of work activities in
a variety of contexts. Some of these activities will need to be complex or non-routine tasks that may
be carried out when you work as part of a team. In addition you need to show that you can take
responsibility for your own work by yourself when needed.

To achieve a full certificate in Customer Service you are required to complete the 2 mandatory unit
and 5 optional units (at least one from each theme).

Outline Programme

The course covers the following syllabus:

MANDATORY UNITS

THEME: CUSTOMER SERVICE FOUNDATIONS

This theme covers the language and concepts of customer service as well as the organisational
context and the external environment in which you have to work.

• UNIT 1 Prepare yourself to deliver good customer service
• UNIT 5 Provide Customer Service within the rules

OPTIONAL UNITS
THEME: IMPRESSION AND IMAGE

This theme covers the customer service behaviours and processes that have the most impact on the way your customer sees you and you and your organisation.

• UNIT 9 Give customers a positive impression of yourself and your organisation
• UNIT 10 Promote additional services or products to customers
• UNIT 11 Process customer service information
• UNIT 12 Live up to the customer service promise
• UNIT 13 Make customer service personal
• UNIT 14 Go the extra mile in customer service
• UNIT 15 Deal with customers in writing or using ICT
• UNIT 16 Deal with customers face to face
• UNIT 17 Deal with customers by telephone

THEME: DELIVERY

This theme covers customer service behaviours and processes that have most effect on the
customer experience during Customer Service delivery.

• UNIT 21 Deliver reliable customer service
• UNIT 22 Deliver customer service on your customer’s premises
• UNIT 23 Recognise diversity when delivering customer service

THEME: HANDLING PROBLEMS

This theme covers the behaviours and processes and approaches that are most effective when
handling customer service problems.

• UNIT 6 Recognise and deal with customer queries, requests and problems
• UNIT 31 Resolve customer service problems

THEME: DEVELOPMENT AND IMPROVEMENT

This theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

• UNIT 36 Develop customer relationships
• UNIT 37 Support customer service improvements
• UNIT 38 Develop personal performance through delivering customer service

Qualification and Examination Information

Designed for: Those working in a customer interface role, these may be external or internal customers
Course duration: Assessment time can vary depending on the learners previous experience and their job role
Assessment method: Assessments are carried out in the workplace against nationally recognised criteria.

At the end of each unit the learner is expected to pass a knowledge test under exam conditions.

QCA Accredited: Level 2
Certificated by: Education Development International