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Customer Service NVQ

Title: Customer Service NVQ
Locations: England


This programme (NVQ level 2 Certificate) will allow the participants to gain knowledge and demonstrate competence in Customer Service

The demand for Customer Service exists in all sectors of industry and commerce in the UK. The diversity of customer service job roles within these organisations, the generic ‘all sector’ nature of Customer Service Standards and the research carried out by the ICS has indicated that at least 3 million individuals are involved in this area of work. Customer Service operates in an environment which spans a wide range of occupations and functions.

With its flexible choice of units this suite of Customer Service awards ensures your employees will understand the importance of a professional customer service approach and will take on more responsibility for the service they provide.

You will have staff that are able to rise to the challenge of change and have the confidence to think for themselves and come up with new ideas.

Key benefits to organisations in adopting this approach:

1) A qualified, trained and competent work-force who are fully equipped with the correct skills, attitudes and beliefs for their individual job functions

2) This programme is flexible and can be tailored to meet the specific requirements of the client

3) The Level 2 programmes of training can attract significant funding, therefore minimal investment will be required by the organisations in many cases subsidised

The training modules are dependent upon the areas in which the participants work, the units selected for the NVQ certificate and in the subjects in which they require support.

How it all works.

To achieve the Level 2 NVQ Certificate in Customer Service, learners must achieve:

Minimum Credit Value: 28 – A minimum of 15 credits must be at level 2. or above – The learner must achieve 8 credits from the Mandatory Units. – A further 20 credits must be achieved by completing a minimum of one unit from each Optional Group.

The diagram below illustrates the unit titles, the credit value of each unit and the level of the unit which will be awarded to candidates successfully completing the required combination of units and/or credits.

Those units highlighted in green are popular so click on each to see the unit detail.

Unit No. Description Level Credits

Mandatory Units – Customer Service Foundations

101 Communicate using customer service language 1 4
202 Follow the rules to deliver customer service 2 4

Optional Units – Impression and Image

102 Maintain a positive and customer-friendly attitude 1 5
103 Adapt your behaviour to give a good customer service impression 1 5
202 Communicate effectively with customers 2 5
203 Give customers a positive impression of yourself and your organisation 2 5
204 Promote additional services or products to customers 2 6
205 Process information about customers 2 5
206 Live up to the customer service promise 2 6
207 Make customer service personal 2 6
208 Go the extra mile in customer service 2 6
209 Deal with customers face to face 2 5
210 Deal with incoming telephone calls from customers 2 5
211 Make telephone calls to customers 2 6
303 Deal with customers in writing or electronically 3 6
304 Use customer service as a competitive tool 3 8
305 Organise the promotion of additional services or products to customers 3 7
306 Build a customer service knowledge set 3 7

Optional Units – Delivery

104 Do your job in a customer-friendly way 1 5
212 Deliver reliable customer service 2 5
213 Deliver customer service on your customer’s premises 2 5
214 Recognise diversity when delivering customer service 2 5
215 Deal with customers across a language divide 2 8
216 Use questioning techniques when delivering customer service 2 4
217 Deal with customers using bespoke software 2 5
218 Maintain customer service through effective hand over 2 4
307 Deliver customer service using service partnerships 3 6
308 Organise the delivery of reliable customer service 3 6
309 Improve the customer relationship 3 7

Optional Units – Handling Problems

105 Recognise and deal with customer queries, requests and problems 1 5
106 Take details of customer service problems 1 4
219 Resolve customer service problems 2 6
220 Deliver customer service to difficult customers 2 6
310 Monitor and solve customer service problems 3 6
311 Apply risk assessment to customer service 3 10
312 Process customer service complaints 3 6

Optional Units – Development and Improvement

221 Develop customer relationships 2 6
222 Support customer service improvements 2 5
223 Develop personal performance through delivering customer service 2 6
224 Support customers using on-line customer services 2 5
225 Buddy a colleague to develop their customer service skills 2 5
226 Develop your own customer service skills through self-study 2 6
227 Support customers using self-service technology 2 5
313 Work with others to improve customer service 3 8
314 Promote continuous improvement 3 7
315 Develop your own and others’ customer service skills 3 8
316 Lead a team to improve customer service 3 7
317 Gather, analyse and interpret customer feedback 3 10
318 Monitor the quality of customer service transactions 3 7



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