NVQ Level 2 in Customer Service

NVQ Level 2 in Customer Service is designed for staff who are delivering customer service and who interact directly with the customer, for example sales or retail staff, staff working on service desks, call centre staff.

Mandatory Units

To attain the full NVQ qualification learners must achieve the following two mandatory units, plus five optional units:

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

Optional Units

Many optional units are available, of which three have to be achieved with the two mandatory units. Please discuss these with us when you start:

• 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 ICT
• Deal with customers face to face
• Deal with customers by telephone
• Deliver reliable customer service
• Deliver customer service on your customers premises
• Recognising diversity when delivering customer service
• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems
• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

NVQ Level 3 in Customer Service

NVQ Level 3 in Customer Service is designed for staff who are responsible for delivering customer service, but who also have to monitor and develop the quality of customer service given, and who may also be in charge of their own department or team.

To achieve the whole qualification, you must complete two mandatory units plus 6 optional units, at least one from each theme.

Mandatory units

• Understand customer service to improve customer delivery
• Know the rules to follow when developing customer service

Optional units

Theme: Impression and image

• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery

• Deliver customer service on your customers premises
• Recognising diversity when delivering customer service
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints
Theme: Development and improvement
• Work with others to improve customer service
• Promote continuous improvement in customer service
• Develop your own and others’ customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback