Hospitality Customer Service NVQ Level 2

Customer Service NVQ Level 2

An NVQ is a nationally recognised work-based qualification, which proves that your employees’ work meets a national standard. A fully trained assessor, who is an expert in their field, will visit your workplace to conduct the training with a small group of employees. This usually takes the form of workshops and individual assessments/observations, which last for a few hours once a fortnight over the course of 6-9 months.

Candidates must complete 2 mandatory units and 5 optional units (at least 1 from each theme):

Mandatory units:

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional units – Impression and Image:

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to your customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone

Optional units – Delivery:

• Deliver reliable customer service
• Deliver customer service on your customers’ premises
• Recognise diversity when delivering customer service

Optional units – Handling Problems:

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

Optional units – Development and Improvement:

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service