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.
|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|