NVQ 2 in Customer Service
Candidates must complete a total of 7 units: 2 mandatory units
and 5 optional units (at lease 1 from each theme)
Mandatory Unit
• Prepare yourself to deliver good customer service
• Provider customer service within the rules
Optional Units
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.