Level 2 NVQ Certificate in Customer Service

Who is it for?

This Level 2 qualification is designed for staff who are responsible for delivering customer service and who interact directly with the customer.

This qualification is for individuals whose role requires well developed behavioural competence but whose scope for independent decision making and for bringing about change is limited.

What is it about?

To achieve the full qualification learners will have to achieve a minimum of 28 credits*

This will include 2 mandatory units:

• Communicate using customer service language (4 credits)
• Follow the rules to deliver customer service (4 credits)

Plus a minimum of 4 optional units, one from each of the following themes:

Impression and Image

• Maintain a positive and customer-friendly attitude (5)
• Adapt your behaviour to give a good customer service impression (5)
• Communicate effectively with customers (5)
• Give customers a positive impression of yourself and your organisation (5) 
• Promote additional services or products to customers (6)
• Process information about customers (5) 
• Live up to the customer service promise (6) 
• Make customer service personal (6)
• Go the extra mile in customer service (6) 
• Deal with customers face to face (5) 
• Deal with incoming telephone calls from customers (5)
• Make telephone calls to customers (6)
• Deal with customers in writing or electronically (6)
• Use customer service as a competitive tool (8)
• Organise the promotion of additional services or products to customers (7)
• Build a customer service knowledge set (7)

Delivery

• Do your job in a customer-friendly way (5)
• Deliver reliable customer service (5)
• Deliver customer service on your customer's premises (5) 
• Recognise diversity when delivering customer service (5)
• Deal with customers across a language divide (8)
• Use questioning techniques when delivering customer service (4)
• Deal with customers using bespoke software (5)
• Maintain customer service through effective hand over (4)
• Deliver customer service using service partnerships (6)
• Organise the delivery of reliable customer service (6)
• Improve the customer relationship (7)

Handling Problems

• Recognise and deal with customer queries, requests and problems (5)
• Take details of customer service problems (4)
• Resolve customer service problems (6)
• Deliver customer service to difficult customers (6)
• Monitor and solve customer service problems (6)
• Apply risk assessment to customer service (10)
• Process customer service complaints (6) 

Development and Improvement

• Develop customer relationships (6) 
• Support customer service improvements (5) 
• Develop personal performance through delivering customer service (6)
• Support customers using on-line customer service (5)
• Buddy a colleague to develop their customer service skills (5)
• Develop your own customer service skills through self-study (6)
• Support customers using self-service technology (5)
• Work with others to improve customer service (8)
• Promote continuous improvement (7)
• Develop your own and others' customer service skills (8)
• Lead a team to improve improve customer service (7)
• Gather, analyse and interpret customer feedback (10)
• Monitor the quality of customer service transactions (7)

* other restrictions apply and learners will be guided by their assessor when choosing their optional units.

What are the benefits?

The overall purpose of this qualification is to raise the individual's performance to ensure their organisation meets their customers' expectations; by thinking about how they currently deliver customer service and what they can do to ensure they improve and meet the standards expected by their customers.