Customer Service

This NVQ is a competency based programme designed to reflect the most up to date thinking on Customer Service. The qualification gives the candidate formal recognition of their performance in the workplace and assesses the knowledge and understanding of the key areas of Customer Service. The programme will develop new skills increasing personal growth and improve working practice.

Who is this NVQ for?

Designed for staff who are responsible for delivering customer service and who interact directly with the customer, for example sales or retail staff, staff working on service desks, call centre staff.

Mandatory Units

The candidate is required to complete both mandatory units.

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

Optional Units

The candidate is required to complete five optional units, with at least one from each theme:

Theme: Impression & Image
• 9 Give customers a positive impression of yourself and your organisation
• 10 Promote additional services or products to customers
• 11 Process customer service information
• 12 Live up to the customer service promise
• 13 Make customer service personal
• 14 Go the extra mile in customer service
• 15 Deal with customers in writing or using ICT
• 16 Deal with customers face to face
• 17 Deal with customers by telephone

Theme: Delivery
• 21 Deliver reliable customer service
• 22 Deliver customer service on your customer’s premises
• 23 Recognise diversity when delivering customer service

Theme: Handling Problems
• 6 Recognise and deal with customer queries, requests and problems
• 31 Resolve customer service problems

Theme: Development & Improvement
• 36 Develop customer relationships
• 37 Support customer service improvements
• 38 Develop personal performance through delivering customer service

Course Completion

To gain the full NVQ BOTH mandatory units and FIVE optional units must be achieved, at least one from each theme.