NVQ Level 2 in Customer Service

This qualification is directed at those working within a customer service environment within any industry sector. The course will cover the practical skills for dealing with people both internally and externally and learning to provide a good level of customer service.

mandatory units
unit 101 Prepare yourself to deliver good customer service
unit 105 Provide customer service within the rules
optional units - impression & image (choose at least 1)
unit 201 Give customers a positive impression of yourself and your organisation
unit 202 Promote additional products or services to customers
unit 203 Process customer service information
unit 204 Live up to the customer service promise
unit 205 Make customer service personal
unit 206 Go the extra mile in customer service
unit 207 Deal with customers in writing or using ICT
unit 208 Deal with customers face to face
unit 209 Deal with customers by telephone
optional units - delivery (choose at least 1)
unit 210 Deliver reliable customer service
unit 211 Deliver customer service on your customers’ premises
unit 212 Recognise diversity when delivering customer service
optional units - handling problems (choose at least 1)
unit 106 Recognise and deal with customer queries, requests and problems
unit 213 Resolve customer service problems
optional units - development & improvement (choose at least 1)
unit 214 Develop customer relations
unit 215 Support customer service improvements
unit 216 Develop personal performance through delivering customer service