NVQ Centre Website
NVQ Level 2 in Customer Service
To achieve this award you must choose both mandatory units and
Five optional units with at least one unit from each theme
Unit |
Title |
Mandatory units |
|
Unit 1 |
Understand customer service to improve service delivery |
Unit 8 |
Know the rules to follow when developing customer service |
Option units |
|
Theme: |
Impression and image |
Unit 9 |
Give customers a positive impression of yourself and your organisation |
Unit 10 |
Promote additional products or services to customers |
Unit 11 |
Process customer service information |
Unit 12 |
Live upto the customer service promise |
Unit 13 |
Make customer service personal |
Unit 14 |
Go the extra mile in customer service |
Unit 15 |
Deal with customers in writing or ICT |
Unit 16 |
Deal with customers face to face |
Unit 17 |
Deal with customers by telephone |
Theme: |
Delivery |
Unit 21 |
Deliver reliable customer service |
Unit 22 |
Deliver customer service on your customers premises |
Unit 23 |
Recognise diversity when delivering customer service |
Theme: |
Handling Problems |
Unit 6 |
Recognise & deal with customer queries, requests & problems |
Unit 31 |
Resolve customer service problems |
Theme: |
Development and Improvement |
Unit 36 |
Develop customer relationships |
Unit 37 |
Support customer service improvements |
Unit 38 |
Develop personal performance through delivering customer service |
NVQ Level 3 in Customer Service
To achieve this award you must choose both mandatory units and
six optional units with at least one unit from each theme
Unit |
Title |
Mandatory units |
|
Unit 7 |
Understand customer service to improve service delivery |
Unit 8 |
Know the rules to follow when developing customer service |
Option units |
|
Theme: |
Impression and image |
Unit 13 |
Make customer service personal |
Unit 14 |
Go the extra mile in customer service |
Unit 15 |
Deal with customers in writing or ICT |
Unit 18 |
Use customer service as a competitive tool |
Unit 19 |
Organise the promotion of services or products to customers |
Theme: |
Delivery |
Unit 22 |
Deliver customer service on your customers premises |
Unit 23 |
Recognise diversity when delivering customer service |
Unit 24 |
Deliver customer service using service partnerships |
Unit 25 |
Organise the delivery of reliable customer service |
Unit 26 |
Improve the customer relationship |
Theme: |
Handling Problems |
Unit 32 |
Monitor and solve customer service problems |
Unit 33 |
Apply risk assessment to customer service |
Unit 34 |
Process customer service complaints |
Theme: |
Development and Improvement |
Unit 39 |
Work with others to improve customer service |
Unit 40 |
Promote continuous improvement in customer service |
Unit 41 |
Develop your own and others customer service skills |
Unit 42 |
Lead a team to improve customer service |
Unit 43 |
Gather, analyse and interpret customer feedback |