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Further Details

To achieve the Level 2 NVQ in Customer Service Skills, you will need to complete all seven units. Here’s a taste of what each unit covers. Unit one: Prepare yourself to deliver good customer service This unit is all about how your organisation works, what it does and where you fit into that. Each organisation offers a different package of products and services to its customers and this unit will help you to understand and explain what yours offers. Unit two: Provide customer service within the rules In this unit you will become aware of your organisation’s rules and procedures and how these limit what you can do for customers. You will also learn about the wider laws and regulations that are set outside of your organisation and how they apply to you and your job. Unit three: Give customers a positive impression of yourself and your organisation This unit is all about communicating with customers and giving a positive impression of yourself whenever you deal with a customer. By doing this you will also be giving a positive impression of your organisation and the customer service it provides. Unit four: Deliver reliable customer service This unit is all about how you deliver consistent and reliable service to customers. As well as being good with people, you need to work with your organisation’s service systems to meet and, wherever possible, exceed customer expectations. Unit five: Resolve customer service problems This unit is all about what to do when it is difficult to meet customer expectations. This unit is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled. Unit six: Develop customer relationships In this unit you will learn how to develop good customer relationships. When you deal with your customer regularly, you want to make each encounter a good customer experience. Loyalty and a long-term relationship rely on your customer having a realistic view of your organisation’s service and being comfortable with it. Unit seven: Promote additional services or products to customers This unit is all about your need to keep pace with new developments and to encourage your customers to take an interest in them. Customers expect more and more services or products to be offered to meet their own growing expectations. They need to be made aware of what is available from your organisation to give them a greater choice.

Guide price

FREE