National Vocational Qualification in Customer Service levels 2 to 4

These NVQs are suitable for anyone whose job includes working in a customer service environment or working directly with customers. No previous qualifications or education are necessary; the sole requirement is relevant current work experience.

Level 2 – who is it for?

The Level 2 NVQ in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for candidates:

who have particular customer service and administrative job roles;
who are working in a customer service environment;
whose role is to provide service to customers.

Overview

To achieve a full Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme. This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification. This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.

Mandatory Units

1 - Prepare yourself to deliver good customer service.
5 - Provide customer service within the rules.

Examples of optional units in theme: Impression and Image

9 - Give customers a positive impression of yourself and your organisation.
14 - Go the extra mile in customer service.

Examples of optional units in theme: Delivery

23 - Recognise diversity when delivering customer service.

Examples of option units in theme: Handling Problems

6 - Recognise and deal with customer queries, requests and problems.
31 - Resolve customer service problems.

Examples of optional units in theme: Development and Improvement

36 - Develop customer relationships.
38 - Develop personal performance through delivering customer service.

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