NVQ Level Two Certificate in Customer Service

The course comprises seven units, two mandatory and five optional:

Mandatory units:

• Preparing yourself to deliver good customer service
• Providing customer service within the rules

Optional units:

• Recognising and dealing with customer queries, requests and problems
• Giving customers a positive impression of yourself and your organisation
• Promoting additional products or services to customers
• Processing customer service information
• Living up to the customer service promise
• Making customer service personal
• Going the extra mile in customer service
• Dealing with customers in writing or using ICT
• Dealing with customers face to face
• Dealing with customers by telephone
• Delivering reliable customer service
• Delivering customer service on your customers' premises
• Recognising diversity when delivering customer service
• Resolving customer service problems
• Developing customer relationships
• Supporting customer service improvements
• Developing personal performance through delivering customer service

Each candidate is assessed on their ability to perform tasks competently, and whether they have the correct knowledge and understanding to be competent at those tasks. The qualification is built around key tasks from the job role and is delivered in the workplace by a qualified assessor and involves working through the chosen units. The course is assessed though underpinning knowledge questions and the development of a portfolio of evidence to demonstrate competence. Candidates will be provided with the course materials.

Related courses available from East Riding College

• NVQ level two Team Leading
• NVQ level three Customer Service

For start dates and fees, consult the relevant course guides below or you can request a prospectus by post.

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• Ambitious achieving success for our learners, staff, businesses and communities.
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