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Customer Service NVQ |
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| This
qualification
is available at levels 1, 2 and 3. Where level 2 indicates a significant range of varied |
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| work activities in a variety of contexts and level 3 indicates a broad range of varied activities, mainly |
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| complex and non-routine. |
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| To complete an NVQ at any level you must demonstrate your competence in each unit of the |
| qualification. Competence simply means your ability to carry out work activities to the standard |
| required. Being competent therefore covers the knowledge, skills and understanding you need to |
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perform effectively. |
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You
can be sure that your decision to achieve an NVQ means that you have
chosen one of the best ways to improve your career prospects by showing
that your knowledge, skills and understanding meet the standards agreed
by employers across the UK.
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Customer Service Level 1 |
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Mandatory Units |
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101 - Prepare to deliver good customer service |
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105 - Provide customer service within the rules |
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103 - Communicate effectively with customers |
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| 104 - Do your job in a customer friendly way |
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| 106 - Recognise and deal with customer queries, requests or problems |
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| Optional Units (One to be chosen) |
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| 102 - Maintain a positive and customer friendly attitude |
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| 107 - Adapt your behaviour to give a good customer service impression |
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Customer Service Level 2 |
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.To achieve the full NVQ in customer service level 2, seven units must be achieved by completing the |
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two Mandatory Units plus one of the five optional units with at least one from each theme. |
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Mandatory Units |
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101 - Prepare yourself to deliver good customer service |
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105 - Provide customer service within the rules |
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Optional Units (choose one from each theme)
Impression and image |
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201 - Give customers a good impression of you and your organisation |
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202 - Promote additional products or services to customers |
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203 - Process customer service information |
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204 - Live up to customer service promise |
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205 - Make customer service personal |
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206 - Go the extra mile in customer service |
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| 207 - Deal with customer in writing or using I.C.T. | |
| 208 - Deal with customers face to face | |
| 209 - Deal with customers by telephone | |
| Optional Units
Delivery | |
| 210 - Deliver reliable customer service | |
| 211 - Deliver customer service on your customer's premisise | |
| 212 - Recognise diversity when delivering customer service | |
| Optional units
Handling problems | |
| 106 - Recognise and deal with customer queries, requests or problems | |
| 213 - Resolve customer service problems | |
| Optional unit
Development and Improvement | |
| 214 - Develop customer relationships | |
| 215 - Support customer service improvements | |
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216 - Develop personal performance delivering customer service |
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| Customer Service Level 3 | |
| To
achieve the full NVQ at Level 3 eight Units must be achieved be
completing the two Mandatory Units plus six optional units, one to be chosen from each theme | |
| Mandatory Units | |
| 310 - Understand customer service to improve service delivery | |
| 303 - Know the rules to follow when developing customer service | |
| Optional units (At least one from each theme to be chosen)
Impression and Image | |
| 205 - Make customer service personal | |
| 206 - Go the extra mile in customer service | |
| 207 - Deal with customers in writing or using I.C.T. | |
| 303 - Use customer service as a competitive tool | |
| 304 - Organise the promotion of products or services to customers | |
| Optional units
Delivery | |
| 211 - Deliver customer service on your customer's premisise | |
| 212 - Recognise diversity when delivering customer service | |
| | 305 - Deliver customer service using service partnership |
| 306 - Organise the delivery of reliable customer service |
| 307 - Improve the custoemr relationship |
Optional unit
Handling Problems |
| 308 - Monitor and solve customer problems |
| 309 - Apply risk assessment to customer service |
| 310 - Process customer service complaints |
Optional unit
Development and Improvement |
| 311 - Work with others to improve customer service |
| 312 - Promote continuous improvements in customer service |
| 313 - Develop your own and others customer service skills |
| 314 - Lead a team to improve customer service |
| 315 - Gather, analyse and interpret customer feedback |
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