Customer Service - Level 2 Certificate (NVQ)

Course overview National Vocational Qualifications are one of the most popular qualifications within industry as they are delivered during working hours and demonstrate competency within a job role. These qualifications are based on national occupational standards, which are statements of performance that describe what competent people in a particular occupation are expected to be able to do. They cover all the main aspect of a specified occupation, including current best practice and are ideal for addressing skills gaps as well as identifying competence. To achieve the full qualification, candidates must attain a minimum of 45 credits in total, comprising all the mandatory units (Group A) and the remaining credits will be achieved by selecting the following optional units; a minimum of 3 credits from group B and a minimum of 16 credits from group C and a maximum of 7 credits from Group D. The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units. Mandatory Units (19 credits) • Deliver customer service • Understand customers • Principles of customer service • Understand employer organisations • Management of personal development and performance. Optional Units – Group B (minimum 3 credits) • Communicate verbally with customers • Communicate with customers in writing Optional Units – Group C (minimum 16 credits) • Deal with incoming telephone calls from customers • Make telephone calls to customers • Promote additional products and/or services to customers • Process information about customers • Exceed customer expectations • Deliver customer service whilst working on customer service whilst working on customer’s premises • Carry out customer service handovers • Resolve customer service problems • Deliver customer service to challenging customers • Develop customer relationships • Support customer service improvements • Support customers through real-time online customer service • Support customers using self-service equipment • Use social media to deliver customer service • Provide post-transaction customer service • Resolve customers’ complaints • Gather, analyse and interpret customer feedback Optional Units – Group D (maximum of 7 credits) • Health and Safety procedures in the workplace • Manage diary systems • Provide reception services • Contribute to the organisation of an event • Buddy a colleague to develop their skills • Employee rights and responsibilities • Develop working relationships with colleagues • Principles of equality and diversity in the workplace • Processing sales orders • Meeting customers’ after sales needs • Handling objections and closing sales • Deal with incidents through a contact centre • Carry out direct sales activities in a contact centre • Negotiate in a business environment Entry requirements To be working a minimum of 10 hours per week in a appropriate vocational role which will enable you to gather the evidence for your qualification