Qualification summary
The aim of this qualification is to contribute to the skills, knowledge and overall performance of the industry's workforce in a wide variety of organisations. It provides an insight into the principles and processes of the delivery of customer service and will aid career progression. The EDI Level 2 NVQ Certificate in Customer Service provides an up-to-date qualification that is in line with industry needs and presents an opportunity for individuals to progress within their present and future roles.
Progression
Learners may progress on to the EDI Level 3 NVQ Diploma in Customer Service or onto an advanced apprenticeship.
Qualification Information
Qualification credit value |
58 |
Minimum Credit to be achieved at level 2 or above |
42 |
Qualification guided learning hours |
329-336 |
Unit assessment method |
Portfolio of evidence |
Course fee |
£1150+VAT |
Funding |
Available subject to status |
Potential Job Occupations
- Bank/Building Society Customer Adviser
- Contact Centre Operator
- Customer Service Adviser (Post Office)
- Customer Service Assistant/Manager
- Hotel Receptionist
- Local Government Customer Services Officer
- Medical Receptionist
- Police Front Office Staff
Qualification Structure
To achieve the Level 2 NVQ Certificate in Customer Service learners must achieve a minimum of twenty-eight credits.1. Eight credits must be achieved from completion of both mandatory units 2. The learner must achieve twenty credits by completing a minimum of one unit from each optional group. A minimum of eleven credits must be at level 2.
A - Mandatory Units
Credit Value required: Minimum 8, Maximum 8.
Sub-components required: Minimum 2, Maximum 2.
Communicate using customer service language
Follow the rules to deliver customer service
B - Optional Units
Optional Units
Credit Value required: Minimum 20.
B1 - Optional Units - Impression and Image
Credit Value required: Minimum 5, Maximum 10.
Sub-components required: Minimum 1, Maximum 2.
Maintain a positive and customer-friendly attitude
Deal with customers face to face
Deal with incoming telephone calls from customers
Make telephone calls to customers
Deal with customers in writing or electronically
Use customer service as a competitive tool
Organise the promotion of additional services or products to customers
Build a customer service knowledge set
Adapt your behaviour to give a good customer service impression
Communicate effectively with customers
Give customers a positive impression of yourself and your organisation.
Promote additional services or products to customers
Process information about customers
Live up to the customer service promise
Make customer service personal
Go the extra mile in customer service
B2 - Optional Units - Delivery
Credit Value required: Minimum 4, Maximum 9.
Sub-components required: Minimum 1, Maximum 2.
Do your job in a customer friendly way
Organise the delivery of reliable customer service
Improve the customer relationship
Deliver reliable customer service
Deliver customer service on your customer’s premises
Recognise diversity when delivering customer service
Deal with customers across a language divide
Use questioning techniques when delivering customer service
Deal with customers using bespoke software
Maintain customer service through effective handover
Deliver customer service using service partnerships
B3 - Optional Units - Handling Problems
Credit Value required: Minimum 4, Maximum 10.
Sub-components required: Minimum 1, Maximum 2.
Recognise and deal with customer queries, requests and problems
Take details of customer service problems
Resolve customer service problems
Deliver customer service to difficult customers
Monitor and solve customer service problems
Apply risk assessment to customer service
Process customer service complaints
B4 - Optional Units - Development and Improvement
Credit Value required: Minimum 5, Maximum 10.
Sub-components required: Minimum 1, Maximum 1.
Develop customer relationships
Develop your own and others' customer service skills
Lead a team to improve customer service
Gather, analyse and interpret customer feedback
Monitor the quality of customer service transactions
Support customer service improvements
Develop personal performance through delivering customer service
Support customers using on-line customer services
Buddy a colleague to develop their customer service skills
Develop your own customer service skills through self-study
Support customers using self-service technology
Work with others to improve customer service
Promote continuous improvement
Further Information
Click here to download a PDF with further information
http://www.accreditedqualifications.org.uk/qualification/10060923.seo.aspx