Level 2 NVQ in Customer Service

The Qualification structure below specifies the combination of units that need to be achieved for the individual to be awarded the qualification.

Level 2 Diploma in Customer Service

Minimum Credit Value: 45

The learner must achieve a minimum of 45 credits. 19 credits from the Mandatory Group, a minimum of 3 credits from Optional Group A, and a minimum of 16 credits from Optional Group B. A maximum of 7 credits can be achieved from Optional Group C.

Mandatory Units - The learner must achieve 19 credits from the 5 units in this Mandatory Group.

Optional Group A - The learner must achieve a minimum of 3 credits in this Optional Group.

Optional Group B - The learner must achieve a minimum of 16 credits in this Optional Group.

Optional Group C - The learner must achieve a maximum of 7 credits in this Optional Group.

Mandatory Units

Credit Value: 19 | Units Required: 5

Title Credits Level More info
Deliver customer service 5 2 More info
Understand customers 2 2 More info
Principles of customer service 4 2 More info
Understand employer organisations 4 2 More info
Manage personal performance and development 4 2 More info

Optional Units

Credit Value: 26 | Units Required: 6

Title Credits Level More info
Group A - Communicate verbally with customers 3 2 More info
Group A - Communicate with customers in writing 3 2 More info
Group B - Deal with incoming telephone calls from customers 3 2 More info
Group B - Make telephone calls to customers 3 2 More info
Group B - Promote additional products and/or services to customers 2 2 More info
Group B - Process information about customers 3 2 More info
Group B - Exceed customer expectations 3 2 More info
Group B - Deliver customer service whilst working on customers’ premises 4 2 More info
Group B - Carry out customer service handovers 3 2 More info
Group B - Resolve customer service problems 5 2 More info
Group B - Deliver customer service to challenging customers 3 2 More info
Group B - Develop customer relationships 3 2 More info
Group B - Support customer service improvements 3 2 More info
Group B - Support customers through real-time online customer service 3 2 More info
Group B - Use social media to deliver customer service 3 2 More info
Group B - Resolve customers’ complaints 4 3 More info
Group B - Gather, analyse and interpret customer feedback 5 3 More info
Group B - Support customers using self-service equipment 3 2 More info
Group B - Provide post-transaction customer service 5 2 More info
Group C - Health and Safety Procedures in the Workplace 2 2 More info
Group C - Manage diary systems 2 2 More info
Group C - Provide reception services 3 2 More info
Group C - Contribute to the organisation of an event 3 2 More info
Group C - Buddy a colleague to develop their skills 3 2 More info
Group C - Employee rights and responsibilities 2 2 More info
Group C - Develop working relationships with colleagues 3 2 More info
Group C - Principles of equality and diversity in the workplace 2 2 More info
Group C - Processing sales orders 2 2 More info
Group C - Meeting customers’ after sales needs 3 2 More info
Group C - Handling objections and closing sales 3 2 More info
Group C - Deal with incidents through a contact centre 7 2 More info
Group C - Carry out direct sales activities in a contact centre 5 2 More info
Group C - Negotiate in a business environment 4 3 More info
Group C - Bespoke Software 3 2 More info