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Modules & structure
Modules & structure
Level 2 NVQ in Customer Service
Qualification Structure
To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 5 optional units (at least one from each Theme).
| MANDATORY UNITS THEME: CUSTOMER SERVICE FOUNDATIONS This Theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work. |
|
|---|---|
| UNIT 1 | Prepare yourself to deliver good customer service |
| UNIT 5 | Provide Customer Service within the rules |
| OPTIONAL UNITS THEME: IMPRESSION AND IMAGE This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation. |
|
| UNIT 9 | Give customers a positive impression of yourself and your organisation |
| UNIT 10 | Promote additional services or products to customers |
| UNIT 11 | Process customer service information |
| UNIT 12 | Live up to 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 using ICT |
| UNIT 16 | Deal with customers face to face |
| UNIT 17 | Deal with customers by telephone |
| THEME: DELIVERY This Theme covers Customer Service behaviours and processes that have most effect on the customer experience during Customer Service delivery. |
|
| UNIT 21 | Deliver reliable customer service |
| UNIT 22 | Deliver customer service on your customer’s premises |
| UNIT 23 | Recognise diversity when delivering customer service |
| THEME: HANDLING PROBLEMS This Theme covers the behaviours, processes and approaches that are most effective when handling customer service problems. |
|
| UNIT 6 | Recognise and deal with customer queries, requests and problems |
| UNIT 31 | Resolve customer service problems |
| UNIT 36 | Develop customer relationships |
| UNIT 37 | Support customer service improvements |
| UNIT 38 | Develop personal performance through delivering customer service |
| THEME: DEVELOPMENT AND IMPROVEMENT This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments. |
|
Level 3 NVQ in Customer Service
Qualification Structure
To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 6 optional units (at least one from each Theme).
| MANDATORY UNITS THEME: CUSTOMER SERVICE FOUNDATIONS This Theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work. |
|
|---|---|
| UNIT 7 | Understand customer service to improve service delivery |
| UNIT 8 | Know the rules to follow when developing customer service |
| OPTIONAL UNITS THEME: IMPRESSION AND IMAGE This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation. |
|
| UNIT 13 | Make customer service personal |
| UNIT 14 | Go the extra mile in customer service |
| UNIT 15 | Deal with customers in writing or using ICT |
| UNIT 18 | Use customer service as a competitive tool |
| UNIT 19 | Organise the promotion of services or products to customers |
| THEME: DELIVERY This Theme covers Customer Service behaviours and processes that have most effect on the customer experience during Customer Service delivery. |
|
| UNIT 22 | Deliver customer service on your customer’s 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 This Theme covers the behaviours, processes and approaches that are most effective when handling customer service 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 This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments. |
|
| 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 |
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