Modules & structure

Level 2 NVQ in Customer Service

Qualification Structure
To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 5 optional units (at least one from each Theme).

MANDATORY UNITS THEME: CUSTOMER SERVICE FOUNDATIONS This Theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work.
UNIT 1	Prepare yourself to deliver good customer service
UNIT 5	Provide Customer Service within the rules
OPTIONAL UNITS THEME: IMPRESSION AND IMAGE This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation.
UNIT 9	Give customers a positive impression of yourself and your organisation
UNIT 10	Promote additional services or products to customers
UNIT 11	Process customer service information
UNIT 12	Live up to the customer service promise
UNIT 13	Make customer service personal
UNIT 14	Go the extra mile in customer service
UNIT 15	Deal with customers in writing or using ICT
UNIT 16	Deal with customers face to face
UNIT 17	Deal with customers by telephone
THEME: DELIVERY This Theme covers Customer Service behaviours and processes that have most effect on the customer experience during Customer Service delivery.
UNIT 21	Deliver reliable customer service
UNIT 22	Deliver customer service on your customer’s premises
UNIT 23	Recognise diversity when delivering customer service
THEME: HANDLING PROBLEMS This Theme covers the behaviours, processes and approaches that are most effective when handling customer service problems.
UNIT 6	Recognise and deal with customer queries, requests and problems
UNIT 31	Resolve customer service problems
UNIT 36	Develop customer relationships
UNIT 37	Support customer service improvements
UNIT 38	Develop personal performance through delivering customer service
THEME: DEVELOPMENT AND IMPROVEMENT This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

Level 3 NVQ in Customer Service

Qualification Structure
To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 6 optional units (at least one from each Theme).

MANDATORY UNITS THEME: CUSTOMER SERVICE FOUNDATIONS This Theme covers the language and concepts of Customer Service as well as the organisational context and the external environment in which you have to work.
UNIT 7	Understand customer service to improve service delivery
UNIT 8	Know the rules to follow when developing customer service
OPTIONAL UNITS THEME: IMPRESSION AND IMAGE This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation.
UNIT 13	Make customer service personal
UNIT 14	Go the extra mile in customer service
UNIT 15	Deal with customers in writing or using ICT
UNIT 18	Use customer service as a competitive tool
UNIT 19	Organise the promotion of services or products to customers
THEME: DELIVERY This Theme covers Customer Service behaviours and processes that have most effect on the customer experience during Customer Service delivery.
UNIT 22	Deliver customer service on your customer’s premises
UNIT 23	Recognise diversity when delivering customer service
UNIT 24	Deliver customer service using service partnerships
UNIT 25	Organise the delivery of reliable customer service
UNIT 26	Improve the customer relationship
THEME: HANDLING PROBLEMS This Theme covers the behaviours, processes and approaches that are most effective when handling customer service problems.
UNIT 32	Monitor and solve customer service problems
UNIT 33	Apply risk assessment to customer service
UNIT 34	Process customer service complaints
THEME: DEVELOPMENT AND IMPROVEMENT This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
UNIT 39	Work with others to improve customer service
UNIT 40	Promote continuous improvement in customer service
UNIT 41	Develop your own and others’ customer service skills
UNIT 42	Lead a team to improve customer service
UNIT 43	Gather, analyse and interpret customer feedback