The NVQ/QCF Certificate in Customer Service Level 2 is designed for anyone who works in a customer facing role. The Level 2 certificate is aimed at individuals who have some experience in customer service and able to handle more difficult customers. this qualification will help gain experience in making improvements to your teams customer service. Call our Birmingham offices for more information 0121 707 0550

2. Certificate in
Customer Service
Level 2
Who would benefit from this certificate?
What does the qualification cover?
Mandatory units
Optional Units - Delivery (selection only)
• Communicate using customer service
language
• Follow the rules to deliver customer service
• Do your job in a customer-friendly way (5)
• Deliver reliable customer service (5)
• Improve the customer relationship (7)
Optional Units - Development & Im-
Optional Units - Impression & Image (selection
provement (selection only)
• Develop customers relationships (6)
• Support customer service improvements (5)
• Promote continuous improvement (7)
• Lead a team to improve customer service (7)
only)
• Maintain a positive customer friendly attitude
(5 credits)
• Process information about customers (5)
• Go the extra mile in customer service (6)
• Deal with customers face to face (5)
Optional Units - Handling problems
• Take details of customer service problems (4)
• Resolve customer service problems (6)
• Deliver customer service to difficult customers
(6)
• Monitor and solve customer service problems
(6)
Course Overview
Qualification:
Credits:
Duration:
Learning:
Assessment:
NVQ/QCF
22+
6—24 months
Workplace
Assessor
For more information contact Pathway Group on 0800 955 0870 or 0121 707 0550
or visit www.pathwaygroup.co.uk