Investing in your future.Customer Service
NVQ - Level 2
NVQ
An NVQ requires you to successfully complete a number of units. At Customer Service Level 2, there are two mandatory units and five optional units (at least one from each theme).
Mandatory Units
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units
Impression and Image
- Give customers a positive image of yourself and your organisation
- Promote additional services or products to customers
- Process customer service information
- Live up to 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
Delivery
- Deliver reliable service
- Deliver customer service on your customer's premises
- Recognise diversity when delivering customer service
Handling Problems
- Recognise and deal with customer queries, requests and problems
- Resolve customer service problems
Development & Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service
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