Certificate in Customer Service Level 2

Who is a Customer service NVQ  for?

Customer Service NVQs are aimed at staff working extensively in a customer service delivery role across all occupations and sector of employment. 

This qualification is intended for individuals whose role involves carrying out a broad range of customer service activities, requiring a limited amount of supervision and working with some autonomy.

The individual’s work situation will provide the opportunity to be involved in a range of customer service activities.  These activities will include:

• Prepare yourself to deliver good customer service
• Provide customer service within the rule
• Impression and Image
• Delivery
• Handling Problems
• Development and Improvement

How does the candidate gain the qualification?

To achieve the full award, candidates must complete seven units, including two mandatory units and five optional units.

This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit their work situation and job role.

Like all NVQs this qualification is competence based, meaning that it is linked to the candidate's  ability to competently perform a range of tasks connected with their work.

Candidates plan a programme of development and assessment with their assessor and compile a portfolio of evidence to prove that they are competent and knowledgeable in their work role.

TABS initially work with groups of candidates (2.5 days over 3 weeks). These sessions allow candidates the opportunity to gain underpinning knowledge as well as support and motivation.

Further sessions are then arranged between the candidate and assessor on an individual basis at their place of work. This allows the assessor to observe the candidate and gain evidence.

A list of both mandatory and optional units is on the reverse.

Mandatory Units:

• Unit 1  Prepare yourself to deliver good customer service
• Unit 5  Provide customer service within the rules

Optional Units  include: 

• Unit 9   Give customers a positive impression of yourself and your organisation
• Unit 10 Promote additional services or products to customers
• Unit 11 Process customer service information
• Unit 12 Live up to the customer service promise
• Unit 13 Make customer service personal
• Unit 14 Go the extra mile in customer service
• Unit 15 Deal with customers in writing or using ICT
• Unit 16 Deal with customers face to face
• Unit 17 Deal with customers by telephone
• Unit 21 Deliver reliable customer service
• Unit 22 Deliver customer service on your customer’s premises
• Unit 23 Recognise diversity when delivering customer service
• Unit 6   Recognise and deal with customer queries, requests and problems
• Unit 31 Resolve customer service problems
• Unit 36 Develop customer relationships
• Unit 37 Support customer service improvements
• Unit 38 Develop personal performance through delivering customer service

 * Candidates must complete one unit from each of the above 4 Themes and one additional unit from any Theme.

 * Candidates must complete one unit from each of the above four Themes and one additional one from any Theme.