NVQ Level 2 in Customer Service

NVQ Level 2 in Customer Service

This qualification will allow staff in customer focused workplaces to obtain a relevant qualification.

Mandatory Units

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

The candidate is required to complete both mandatory units.

Unit Combinations

To gain the full NVQ both mandatory units plus five optional units must be achieved. At least one optional unit should be taken from each theme.

Optional Units

Theme: Impression and image

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to 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

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service

Theme: Handling problems

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

Theme: Development and improvement

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

Assessment

Candidates are allocated an assessor who will work with them in the preparation of their portfolio. Assessors will observe the practice of candidates as part of the assessment process. The qualification can be claimed once all 7 units have been assessed as complete and candidates have demonstrated competence to the required Customer Service level 2 standard.

Company Support towards the achievement of this award

NVQ Training supports all learners having analysed their preferred learning style, having understood when is the right time for learning to take place and having an agreed plan in place with each of our valued learners. We believe learning should be a life changing experience!

Our learner induction training programme for NVQs and SVQs is delivered to the highest of standards, a flexible approach, either on a one to one or group basis, whichever suits you, your company and your customers.

Carefully planned support sessions with learners ensure the best use of everybody's time. When undertaking an NVQ qualification, we will ensure you receive support sessions in order to build your portfolio of evidence.

Our assessor team will endeavour to support learners every 3 weeks.
Whenever you are learning, the team at NVQ Training & Consultancy are available by telephone, with online support service for learners throughout the programme.

Progress updates are provided for managers after every assesssment.

Once on programme, it is paramount to our Quality & Customer Service Charter that we review the learning being undertaken to ensure the highest levels of customer satisfaction and progression towards the achievement of awards. We strive to evaluate the benefits from any training undertaken, and this is achieved through regular client reviews.

80% achievement rates held across all programme areas, driven from our "no compromise" training support of all learners, together with our timely reviews of your employee's progress with you the employer.