NVQ Customer Service level 2

Customer Service NVQ Level 2

Assessment is based on what they know and can do. Candidates will be asked to show that they are competent by providing evidence that they:

• Can perform identified tasks consistently to the required standard.
• Have appropriate knowledge, and understand why they are doing things.
• Can apply the skills in a range of different situations.

To achieve the NVQ qualification candidates must demonstrate competence in the following eight units.

7 Understand Customer Service to Improve Service Delivery

8 Know the Rules to Follow When Developing Customer Service

13 Make Customer Service Personal

15 Deal with Customers in Writing or Using ICT

26 Improve the Customer Relationship

32 Monitor and Solve Customer Service Problems

34 Process Customer Service Complaints

39 Work with Others to Improve Customer Service


After each candidate has been inducted (received appropriate advice and guidance) and eligibility for funding established, a group of candidates will follow a planned support and guidance programme. In between each session candidates will have access to support and guidance from Assessors during their on-site visits. They will also be encouraged to Network with their colleagues and in addition to this candidates will be expected to allocate themselves approximately 3 hours per week at their place of employment, to work on their Portfolio of Evidence.

The programme includes:

• Induction Session for Candidates with all programme documentation and Materials

EDEXCEL Candidate Registration, assessment and internal verification

On-site Assessment and unlimited candidate support via telephone and E-Mail