The NVQ Certificate in Customer Service is designed for anyone who works in a customer-facing role. The Level 2 certificate is aimed at individuals who have some experience in customer service and are able to handle more difficult customers. This qualification will help gain experience in making improvements to your teams customer service.
What does the qualification cover?
Learners are required to complete two mandatory units together with a minimum of 20 credits worth of units from the optional list - choosing at least one from each category:
Communicate using customer service language Follow the rules to deliver customer service
Optional Units - Development & Improvement (selection only)
Develop customers relationships (6) Support customer service improvements (5) Promote continuous improvement (7) Lead a team to improve customer service (7)
Optional Units - Handling problems
Take details of customer service problems (4) Resolve customer service problems (6) Deliver customer service to difficult customers (6) Monitor and solve customer service problems (6)
Optional Units - Delivery (selection only)
Do your job in a customer-friendly way (5) Deliver reliable customer service (5) Improve the customer relationship (7)
Optional Units - Impression & Image (selection only)
Maintain a positive customer friendly attitude (5 credits) Process information about customers (5) Go the extra mile in customer service (6) Deal with customers face to face (5)