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Level 2 NVQ Certificate in Customer Service


Duration: Flexible Start Date: Various Study Mode: Part-Time, Flexible, 0:00 - 0:00 Location: Off Site Activity (Workplace Learning) Fees: 16 - 18 N/A
19 - 23 £1286.00
24+ £1286.00
Overseas £1286.00

What does this course cover?

There are two mandatory units:

Communicate using customer service language, is all about the language, basic principles and skills needed to communicate effectively with customers and colleagues. You will be required to show how you fit into the customer service picture within your organisation and how your job contributes to good customer service. Through real examples of your work with customers, you will show how you identify customers, describe and explain the services or products that meet their needs and demonstrate how you communicate with them using customer service language.

Follow the rules to deliver customer service, will involve demonstrating your understanding of all the rules that apply to customer service delivered by your organisation and how you apply them in your job. Through real examples of your work with customers you will show how you follow your organisations practices and procedures and that you know how to follow the rules to deliver customer service.

You will also choose from a range of optional units. These cover a variety of tasks and skills you may perform in your customer service role and are split into groups.

  • Impression and image
  • Delivery
  • Handling problems
  • Development and improvement.

Who is this course for?

Are you working in retail, catering or hospitality , recruitment agency/consultant or indeed any role which is customer facing? Do you want to gain a nationally recognised qualification to prove your competence in this important area?

What can I do after this course?

On successful completion of this course you may wish to progress to the Level 3 Diploma in Customer Service or to a qualification in a related area such as administration, management or training, depending on your job role.

Why choose this course?

This is a work based qualification for those who are working in a customer service environment. To complete the qualification you will complete units that reflect your customer service activities.

There are 2 mandatory and you choose optional units across 4 different themes. The NVQ involves building a e-portfolio of evidence to support each unit. A qualified assessor will work with you to offer the support and guidance needed to complete the qualification.

Entry requirements

There are no formal entry requirements but you will need to be working in a customer service role with some autonomy and responsibility which will allow you to demonstrate the competencies of this qualification.

Course detail

How much will I have to study each week?

You will study from between 2 and 3 hours per week

Do I need to purchase anything?

Apart from stationery, all costs are included in the course fees. You may wish to consider purchasing the text book below to support your development:

  • Customer Service Level 2. Heinemann. Sally Bradley. ISBN 978-0-435-046897
How will I be assessed?

You will be required to present an e-portfolio of work based evidence that will be generated by a combination of methods that could include observations, work products, witness testimonies, personal statements, discussions and questioning and the accreditation of prior achievement.

You will be allocated an assessor who will support and guide you through the qualification. They will meet with you regularly in the workplace to help you generate the evidence. The assessor will make the judgements about the suitability of your evidence and provide feedback on your progress towards the qualification. The assessor will also arrange to conduct work place observations, which are a requirement of the qualification.

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