Customer Service

Train to Gain NVQs are available free of charge to all employees aged 19-64 that do not already have a full Level 2 qualification.

This NVQ is ideal for employees working in a Customer Service environment.

Learners must achieve 7 units in total two mandatory units plus a choice of five from the options stated.

Mandatory units

The following two core units are compulsory covering the areas essential for success in this work:

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

Tailor your course to your experience and skills with a choice of five units from the following:

Choose a minimum of one unit from this section

• 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

Choose a minimum of one unit from this section

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

Choose a minimum of one unit from this section

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

Choose a minimum of one unit from this section

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