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

COURSE OUTLINE

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

AWARDING BODY

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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.

INVESTMENT

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

BOOK NOW

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 viv.compton@tracktraining.co.uk

  • Realwood International Ltd Testimonial

    Realwood International wanted to secure new contracts in their supply chain and needed to implement quality systems linked to a Lean improvement programme to drive efficiency. Track Training helped devise an effective and affordable continuous improvement programme for our business that helped us achieve some real impacts, whilst being flexible to our business needs”.       

    Kevin Moody, Managing Director, Realwood International Ltd

  • The National Skills Academy for Manufacturing Testimonial

    The National Skills Academy for Manufacturing (NSA-M) has been created by Industry to raise the level of skills delivery in the manufacturing sector. We do this by developing world class programme content and then assessing, and where necessary upskilling providers to a world class delivery standard, before allowing them to deliver under the Academy brand. Many providers have been un-willing or unable to achieve the standard necessary to deliver Academy programmes. NSA-M has been working with Track Training for 2 years now. Track Training Limited have embraced the NSAM programmes and committed time to achieving the high standard required. NSA-M monitor the delivery quality of our providers by field experts sitting in on sessions of delivery. Track Training has always exceeded the high standard required by NSAM and are one of our best and most trusted providers. With all Trainers and Assessors coming from Engineering and Manufacturing companies, it is their understanding of industry as well as their excellent technical competence that sets them apart from many other providers. They also have a clear focus on quality and customer satisfaction. I can highly recommend Track Training and am privileged to have an association with their dedicated team”.       

    Paul Dawson, South East Regional Manager, The National Skills Academy for Manufacturing