NCFE LEVEL 2 NVQ CERTIFICATE IN CUSTOMER SERVICE

  • Reference number: 501/0263/1
    Sector: Business, administration and law
    Aim: This qualification is ideal for those people whose customer service role calls for well-developed behavioural competence but whose scope for bringing about change and independent decision-making is limited. It's available for learners aged 16 and above.
    Type: QCF
    Level: Level 2
    Minimum entry age: 16
    Guided learning hours: 192 - 228
    Credit value: 28
    Fee per candidate: £66.00
    Operational end date: 31/08/2014
    14-16 V Certs

    Please check the 2013/14 Simplified Funding Rates Catalogue to see if a qualification or unit is fundable for 19+ learners for the 2013-14 session.

  • Mandatory Units

    1. COMMUNICATE USING CUSTOMER SERVICE LANGUAGE

    2. FOLLOW THE RULES TO DELIVER CUSTOMER SERVICE

    Optional Units

    3. MAINTAIN A POSITIVE AND CUSTOMER-FRIENDLY ATTITUDE

    4. DEAL WITH CUSTOMERS FACE TO FACE

    5. DEAL WITH INCOMING TELEPHONE CALLS FROM CUSTOMERS

    6. MAKE TELEPHONE CALLS TO CUSTOMERS

    7. DEAL WITH CUSTOMERS IN WRITING OR ELECTRONICALLY

    8. USE CUSTOMER SERVICE AS A COMPETITIVE TOOL

    9. ORGANISE THE PROMOTION OF ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

    10. BUILD A CUSTOMER SERVICE KNOWLEDGE SET

    11. ADAPT YOUR BEHAVIOUR TO GIVE A GOOD CUSTOMER SERVICE IMPRESSION

    12. COMMUNICATE EFFECTIVELY WITH CUSTOMERS

    13. GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION

    14. PROMOTE ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

    15. PROCESS INFORMATION ABOUT CUSTOMERS

    16. LIVE UP TO THE CUSTOMER SERVICE PROMISE

    17. MAKE CUSTOMER SERVICE PERSONAL

    18. GO THE EXTRA MILE IN CUSTOMER SERVICE

    19. DO YOUR JOB IN A CUSTOMER FRIENDLY WAY

    20. ORGANISE THE DELIVERY OF RELIABLE CUSTOMER SERVICE

    21. IMPROVE THE CUSTOMER RELATIONSHIP

    22. DELIVER RELIABLE CUSTOMER SERVICE

    23. DELIVER CUSTOMER SERVICE ON YOUR CUSTOMER’S PREMISES

    24. RECOGNISE DIVERSITY WHEN DELIVERING CUSTOMER SERVICE

    25. DEAL WITH CUSTOMERS ACROSS A LANGUAGE DIVIDE

    26. USE QUESTIONING TECHNIQUES WHEN DELIVERING CUSTOMER SERVICE

    27. DEAL WITH CUSTOMERS USING BESPOKE SOFTWARE

    28. MAINTAIN CUSTOMER SERVICE THROUGH EFFECTIVE HANDOVER

    29. DELIVER CUSTOMER SERVICE USING SERVICE PARTNERSHIPS

    30. RECOGNISE AND DEAL WITH CUSTOMER QUERIES, REQUESTS AND PROBLEMS

    31. TAKE DETAILS OF CUSTOMER SERVICE PROBLEMS

    32. RESOLVE CUSTOMER SERVICE PROBLEMS

    33. DELIVER CUSTOMER SERVICE TO DIFFICULT CUSTOMERS

    34. MONITOR AND SOLVE CUSTOMER SERVICE PROBLEMS

    35. APPLY RISK ASSESSMENT TO CUSTOMER SERVICE

    36. PROCESS CUSTOMER SERVICE COMPLAINTS

    37. DEVELOP CUSTOMER RELATIONSHIPS

    38. DEVELOP YOUR OWN AND OTHERS' CUSTOMER SERVICE SKILLS

    39. LEAD A TEAM TO IMPROVE CUSTOMER SERVICE

    40. GATHER, ANALYSE AND INTERPRET CUSTOMER FEEDBACK

    41. MONITOR THE QUALITY OF CUSTOMER SERVICE TRANSACTIONS

    42. SUPPORT CUSTOMER SERVICE IMPROVEMENTS

    43. DEVELOP PERSONAL PERFORMANCE THROUGH DELIVERING CUSTOMER SERVICE

    44. SUPPORT CUSTOMERS USING ON-LINE CUSTOMER SERVICES

    45. BUDDY A COLLEAGUE TO DEVELOP THEIR CUSTOMER SERVICE SKILLS

    46. DEVELOP YOUR OWN CUSTOMER SERVICE SKILLS THROUGH SELF-STUDY

    47. SUPPORT CUSTOMERS USING SELF-SERVICE TECHNOLOGY

    48. WORK WITH OTHERS TO IMPROVE CUSTOMER SERVICE

    49. PROMOTE CONTINUOUS IMPROVEMENT

    14-16 V Certs
  • Key Resources

    14-16 V Certs

    Additional Information

How are others delivering this qualification?

  • NCFE NVQs in Customer Service lead to employment success

    Exceptional customer service is something that NCFE is passionate about, so it’s fantastic to see the success of the NCFE Level 2 NVQ in Customer Service and Customer Service Knowledge at South Downs College. Thirteen students from a mixture of backgrounds successfully completed the course in July 2012 and have secured jobs, or progressed to further study, as a result!

    Find out more

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