NVQ Level 2 - Team Leading

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

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
• Promote additional services or products to customers
• Process customer 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

Optional units : Theme delivery

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

Optional units : Theme handling problems

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

Optional units : Theme development and improvement

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