Close FormNVQ Level 2 in Customer Services
Accredited by EDI
Who are these NVQs for?
The EDI Level 2 NVQ in Customer Service is designed to enhance the skills, knowledge and experience of those people working in a service delivery role in a wide variety of organisations
The aim of this qualification is to contribute to the skills, knowledge and overall performance of the industry’s workforce. It provides a first insight into the principles and processes of the delivery of customer service and will aid career progression.
What are the benefits of these NVQs?
Employees will benefit from:
• A clearer understanding of their responsibilities within their organisation
• The opportunity to develop new skills
• The recognition of existing skills
Employers will benefit from:
• Improved staff performance and motivation
• Improvements in the quality of service to customers
• The opportunity to improve customer retention levels
What is the structure of these NVQs?
To achieve a full award in Customer Service, you are required to complete the 2 mandatory units and 5 optional units (at least one from each theme).
Mandatory Units
Theme: Customer Service Foundations
This theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work.
UNIT 1 Prepare yourself to deliver good customer service
UNIT 5 Provide customer service within the rules
Optional Units
Theme: Impression & Image
This theme covers the customer service behaviours and processes that have the most impact on the way your customer sees you and your organisation.
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
Theme: Delivery
This theme covers customer services behaviours and processes that have most effect on the customer experience during customer service delivery.
UNIT 21 Deliver reliable customer service
UNIT 22 Deliver customer service on your customer’s premises
UNIT 23 Recognise diversity when delivering customer service
Theme: Handling Problems
This them covers the behaviours, processes and approaches that are most effective when handling customer service problems
UNIT 6 Recognise and deal with customer queries, requests and problems
UNIT 31 Resolve customer service problems
Theme: Development & Improvement
This theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
UNIT 36 Develop customer relationships
UNIT 37 Support customer service improvements
UNIT 38 Develop personal performance through delivering customer service