NVQ Level 2 Certificate in Customer Service

Instructor

Miri Georgiou

Course Director

Reviews (1)

Michael Skapoullaros
Really helpful course

Overview

Unit 1

Communicate using customer service language
 
Unit aim 

This unit is about the language and basic principles that are the heart of customer service and the 
skills needed to communicate effectively with customers and colleagues. It also covers how the 
learner fits into the customer service picture in their organisation and the contribution of their job to 
good customer service. The individual needs to be able to describe and explain the services or 
products that their organisation offers and how it delivers customer service. 
 
Learning outcomes 

There are three learning outcomes to this unit. The learner will be able to: 
1. Identify customers and their characteristics and expectations
2. Identify their organisation’s services and products
3. Know how to communicate using customer service language
 
......................................................................................................................................................................
 
 
Unit 2  Follow the rules to deliver customer service 
 
 
Unit aim 
 
 
This unit requires the learner to show that they know and understand all the 
rules that apply to customer service delivered by their organisation and how 
they apply to the learner and their job. 
 
Assessment requirements/evidence requirements 

1 Wherever possible the learner’s evidence should be based on a real job, 
whether paid or voluntary, and when dealing with real customers, 
whether internal or external to the organisation. However, for this unit, 
evidence based on a realistic working environment or a work placement 
is permissible. Simulation is not allowed for any performance evidence 
within this unit.

2 The learner may collect the evidence for the unit through work in a 
private sector organisation, a not-for-profit organisation or a public 
services organisation. 

3 The learner must provide evidence that shows they have done this over 
a sufficient period of time with different customers on different occasions 
for their assessor to be confident that they are competent. 

4 The ‘organisation’ from which the learner draws their evidence must be 
the organisation they work for or the organisation in which they have 
realistic work experience. The ‘organisation’ may be the whole of the 
organisation or the business unit, division or department with which they 
are involved. 

5 The learner must provide evidence of following the rules to deliver 
customer service: 
• during routine delivery of customer service 
• during a busy time in their job 
• during a quiet time in their job 
• when people, systems or resources have let them down. 
 
 

Course content


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