NVQ Level 2 - Customer Service

National Vocational Qualifications are a widely recognised route to gaining and maintaining expertise in a particular job role.

To achieve a full OCR Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme. This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification. This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.

Mandatory units

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

Optional units : Theme impression and image

• Give customers a positive impression of yourself and your organisation
• Process customer service information
• Make customer service personal
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Promote additional services or products to customers
• Live up to the customer service promise
• Go the extra mile in customer service
• Deal with customers by telephone

Option Units : Theme delivery

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

Option Units : Theme handling problems

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

Option Units : Theme development and improvement

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