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 | |
|---|---|---|---|
| Unit Description Deliver customer service |
Credits: 5 | Level: 2 | More info about this unit |
| Unit Description Understand customers |
Credits: 2 | Level: 2 | More info about this unit |
| Unit Description Principles of customer service |
Credits: 4 | Level: 2 | More info about this unit |
| Unit Description Understand employer organisations |
Credits: 4 | Level: 2 | More info about this unit |
| Unit Description Manage personal performance and development |
Credits: 4 | Level: 2 | More info about this unit |
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 |