Technical Certificates for Customer Service Level 2 - EDI

This qualification has been developed for candidates who already have the knowledge and skills equivalent to a Level 1 Customer Service qualification, gained either through previous learning or employment or both, and who now wish to:

• acquire knowledge and understanding relevant to a customer service role
• progress a career, and need the knowledge and understanding to support that career
• enter customer service roles in which they will carry out a range of tasks under supervision
• progress towards an NVQ, such as the EDI Customer Service NVQ Level 2 or Level 3
• gain a Customer Service Apprenticeship.

This qualification is relevant to all occupational areas in which customer service is provided. This qualification is appropriate for those who wish to gain underpinning knowledge and understanding through off-the-job learning, or by attending a course at a school, college or other place of learning.

Structure of the qualification
The EDI Level 2 Certificate in Customer Service will be awarded to candidates who successfully complete the learning outcomes and assessments for the following:

Compulsory units:
Unit 1 Deliver Customer Service
Unit 2 Provide Customer Service within the Rules

A certificate will be awarded to candidates who successfully complete the learning outcomes and assessments for both units within this qualification.

Aim:
The aim of this qualification is to allow candidates to develop the knowledge and understanding required for the mandatory units within the NVQ level 2 in Customer Service.

Assessment objectives:
The assessment enables candidates to demonstrate their knowledge and understanding of the following elements:

1.1 Define customer service
1.2 Reputation of the organisation
1.3 Procedures
1.4 Impression and image
1.5 Delivery
1.6 Handling problems
1.7 Development and improvement

2.1 Health, safety and security
2.2 Data protection
2.3 Legislation

Assessment
Both units are assessed through one test as shown in the following table: