Delivering a high standard of Customer Service is a challenge that faces all organisations. Customers are demanding and less likely to tolerate poor service. From the customers’ perspective excellent Customer Service involves the organisation delivering the promise, providing a personal touch, going the extra mile and resolving
problems well.

The way in which Customer Service is delivered makes the difference between success and failure. Also, helping to keep customers happy will help keep employees happy in their jobs.

An NVQ in Customer Service will demonstrate to the organisation and its employees that there is a commitment to consistently delivering good customer service and a desire to develop and improve the service that is provided.

The level 2 NVQ in Customer Service is made up of seven units, two mandatory units and five optional units. The units are grouped into themes - you must chose at least one optional unit from each theme.

Foundations (Mandatory units)

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

• 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 and by telephone

• Deliver reliable customer service
• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service