Customer Service

NVQ Level 2 in Customer Service

How does this qualification improve my career prospects?

Learners may be able to progress to NVQ Level 3 Customer Service. Employment opportunities exist in every business sector including Administration, Distribution, Sales, Purchasing and Manufacturing.

What does it involve?

There will be regular assessment, carried out for the most part, in the workplace. The types of assessment used for an NVQ are observations, work based evidence, witness testimonies, professional discussions, personal statements and questioning.

Candidates are required to take seven units: two mandatory units plus five optional units one unit from each theme.

Mandatory Units (Both Units):

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

Optional Units (Select 5 - at least one from each theme):

Theme: Impression and Image

• Give customers a positive impression of yourself and your organisation
• Promote additional products and services to customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal.

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customers ‘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.