Customer Services Qualification NVQ Diploma Level 2

The Customer Service NVQ Diploma Level 2 is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for employees who:

  • have particular customer service and administrative job roles
  • are working in a customer service environment
  • provide service to external customers as part of their job role


By the end of the programme, employees will benefit from:

  • A clearer understanding of their responsibility within their organisation
  • The opportunity to develop new skills
  • The recognition of existing skills

Employers will benefit from:

  • Improved staff performance and motivation
  • Improvements in the quality of service to customers
  • The opportunity to ensure levels of service are to national standard

Topics covered

To achieve a full Level 2 NVQ Diploma in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.

Mandatory units

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

Optional units

Theme: Impression and Image

  • 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
  • Deal with customers by telephone

Theme: Delivery

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

Theme: Handling Problems

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

Theme: Development and Improvement

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



City & Guilds: City & Guilds is the only awarding body solely dedicated to vocational learning.  Over 1.5 million learners work towards a City & Guilds qualification every year.


Contact us for details of government funding that may be available for our vocational work-based programmes to develop skills within your organisation. 


To find out more about this programme including minimum numbers, our flexible delivery methods and whether you are entitled to any financial support please contact Vivienne Compton direct on 0845 1306461 or email

  • Realwood International Ltd Testimonial

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    Kevin Moody, Managing Director, Realwood International Ltd

  • The National Skills Academy for Manufacturing Testimonial

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