TEAM LEADING CUSTOMER SERVICES NVQ LEVEL 2
Click to Download NVQ 2 Team Leading Customer Services information
Candidates must complete all units in group A, plus five other
units (at least one from each theme). Total seven units.
UNITS
Group A – Mandatory units
• Prepare yourself to deliver good customer service
• Provide customer service within the rules
Group B – Optional – Impression and Image Theme
• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Live up to the 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
Group C – Optional – Delivery Theme
• Deliver reliable customer service
• Deliver customer service on your customers’ premises
• Recognise diversity when delivering customer service
Group D – Optional – Handling Problems Theme
• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems
Group E – Optional – Development and Improvement Theme
• Develop customer relations
• Support customer service improvements
• Develop personal performance through delivering customer service
Location:
Employers premises
Duration:
6 to 9 months depending on candidate
