NVQ LEVEL 2 IN CUSTOMER SERVICE : (FIVE MANDATORY UNITS)

UNIT 1 GIVE CUSTOMERS A POSITIVE IMPRESSION

OF YOURSELF AND YOUR ORGANISATION.

Element 1.1 Establish Effective Relationships with Customers

Element 1.2 Respond Appropriately to Customers

Element 1.3 Communicate Information to Customers

UNIT 2 DELIVER RELIABLE CUSTOMER SERVICE

Element 2.1 Prepare to Deal with Your Customers

Element 2.2 Give Consistent Service to Customers

Element 2.3 Check Customer Service Delivery

UNIT 3 DEVELOP CUSTOMER RELATIONSHIPS

Element 3.1 Build Customer Confidence in the Level of Service Provided

Element 3.2 Meet the Ongoing Needs and Expectations of Your Customers

Element 3.3 Develop the Relationship between Your Customers and Your Organisation

UNIT 4 RESOLVE CUSTOMER SERVICE PROBLEMS

Element 4.1 Identify Customer Service problems

Element 4.2 Select the Best Solution to Resolve Customer Service Problems

Element 4.3 Implement the Solution to Customer Service Problems

UNIT 8 PROCESS CUSTOMER SERVICE INFORMATION

Element 8.1 Collect Customer Service information

Element 8.2 Select and retrieve Customer Service Information

Element 8.3 Supply Customer service Information