NVQ Certificate in Customer Service Level 2

This qualification is aimed at individuals who are starting a career in a customer facing role. It is suitable for all age groups: for those thinking of entering employment for the first time; for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.

To achieve Level 2 NVQ Certificate in Customer Service, learners must achieve a minimum of 28 credits. The learner must achieve eight credits from the mandatory units and a further 20 credits must be achieved by completing a minimum of one unit from each optional group. A minimum of 11 credits must be achieved at Level 2 from optional Groups A to E.

Mandatory Units

CU791 - Communicate Using Customer Service Language

CU792 - Follow the Rules to Deliver Customer Service

Assessment method: Portfolio of evidence.

NVQ Diploma in Customer Service Level 3

This qualification is aimed at individuals who are undertaking a career in a customer facing role. It is suitable for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. This qualification gives the foundation to future progression in a range of different roles, which involve customer contact.

The Level 3 NVQ Diploma in Customer Service is part of the Apprenticeship framework for Customer Service.

To achieve Level 2 NVQ Certificate in Customer Service, learners must achieve a number of 42 credits. The learner must achieve 12 credits from the mandatory units and a further 30 credits must be achieved by completing a minimum of one unit from each optional group. A minimum of 10 credits must be achieved at Level 3 from optional Groups A to E.

Mandatory Units:

CU838 - Demonstrate Understanding of Customer Service

CU839 - Demonstrate Understanding of the Rules that impact on Customer Service

Assessment method: Portfolio of evidence.