Customer Service NVQ Level 2

A candidate must complete seven units in total.

Mandatory units:

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

Optional units (choose one unit 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 customers 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
• Recognised diversity when delivering customer service

Theme: Handling problems

• Recognise an 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

In order to achieve an Apprenticeship, Key Skills (Communication Level 1 and Application of Level 1) and a Technical Certificate (Certificate in Customer Service Level 2) are required to be added to this NVQ.