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 those who are responsible for the delivery of customer service, but who also have to monitor and develop the quality of customer service given, and who may be in charge of their own department or team.

Mandatory Units

The candidate is required to complete both mandatory units.

• 07 Understand customer service to improve service delivery
• 08 Know the rules to follow when developing customer service

Optional Units

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

Theme: Impression & Image
• 13 Make customer service personal
• 14 Go the extra mile in customer service
• 15 Deal with customers in writing or using ICT
• 18 Use customer service as a competitive tool
• 19 Organise the promotion of services or products to customers

Theme: Delivery
• 22 Deliver customer service on your customer’s premises
• 23 Recognise diversity when delivering customer service
• 24 Deliver customer service using service partnerships
• 25 Organise the delivery of reliable customer service
• 26 Improve the customer relationship

Theme: Handling Problems
• 32 Monitor and solve customer service problems
• 33 Apply risk assessment to customer service
• 34 Process customer service complaints

Theme: Development & Improvement
• 39 Work with others to improve customer service
• 40 Promote continuous improvement in customer service
• 41 Develop your own and others’ customer service skills
• 42 Lead a team to improve customer service
• 43 Gather, analyse and interpret customer feedback

Course Completion

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