Customer Service Level 2

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National Vocational Qualification in Customer Service
Level 2 Units and Unit Options

The NVQ consists of both mandatory and optional units.
To achieve the full qualification learners must achieve seven units in total, two mandatory and five optional.

Mandatory Units:

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Optional Units (choose 5 of the following 17, one from each theme plus one other from any theme)

Theme: Impression and Image

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone

Theme: Delivery

• Deliver reliable customer service
• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service

Theme: Handling Problems

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems

Theme: Development and Improvement

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service