Customer Service - Unit Summary Level 2

The Customer Service NVQ Level 2 consists of 2 Mandatory Units and 5 Optional Units.

The units are grouped into themes; the mandatory units come under one theme and the optional units are grouped into four further themes. You must choose at least one optional unit from each theme.

Mandatory Units

Foundation

• Unit 101 Prepare yourself to deliver good customer service
• Unit 105 Provide customer service within the rules

Optional Units

Impression and image

• Unit 201 Give customers a positive impression of yourself and your organisation
• Unit 202 Promote additional services or products to customers
• Unit 203 Process customer service information
• Unit 204 Live up to the customer service promise
• Unit 205 Make customer service personal
• Unit 206 Go the extra mile in customer service
• Unit 207 Deal with customers in writing or using ICT
• Unit 208 Deal with customers face to face
• Unit 209 Deal with customers by telephone

Delivery

• Unit 210 Deliver reliable customer service
• Unit 211 Deliver customer service on your customers’ premises
• Unit 212 Recognise diversity when delivering customer service

Handling Problems

• Unit 106 Recognise and deal with customer queries, requests and problems
• Unit 213 Resolve customer service problems

Development and Improvement

• Unit 214 Develop customer relationships
• Unit 215 Support customer service improvements
• Unit 216 Develop personal performance through delivering customer service