Customer Service NVQ Level 2

• Suitable for administrative/clerical staff who wish to improve their skills, knowledge and performance in the workplace
• This qualifications for those involved in a broad range of work activities that are less routine and predictable
• The job roll will need to have some autonomy and responsibility and may require working as part of a team
• The programme is totally flexible, delivered in the workplace, by distance and through workshops

Mandatory Units - Theme: Customer Service Foundations (Both required)
• Prepare yourself to deliver good customer service
• Provide Customer Service within the rules

Theme: Impression and Image (Choose at least 1 unit)
• 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

Theme: Delivery (Choose at least 1 unit)
• Deliver reliable customer service
• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service

Theme: Handling Problems (Choose at least 1 unit)
• Resolve customer service problems
• Recognise and deal with customer queries, requests and problems

Theme: Development and Improvement Theme (Choose at least 1 unit)
• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

Level 2: Aimed at individuals whose customer service role requires well developed behavioral competence but whose scope for independent decision making and bringing about change is limited.