City & Guilds Level 2 NVQ Certificate in Customer Service
500/9341/1
- Level: Level 2
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: City & Guilds Limited (Recognised)
- Total credits: 28
- Guided learning hours: 192
- Total qualification time: 280
- Assessment methods: Portfolio of Evidence
Units (49)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Adapt your behaviour to give a good customer service impression RN6142/L/601/1211 |
Level 1 | 5 | 33 |
Communicate using customer service language RN6142/F/601/1609 |
Level 1 | 4 | 30 |
Do your job in a customer friendly way RN6142/A/601/1205 |
Level 1 | 5 | 33 |
Maintain a positive and customer-friendly attitude RN6142/R/601/1209 |
Level 1 | 5 | 33 |
Recognise and deal with customer queries, requests and problems RN6142/M/601/1508 |
Level 1 | 5 | 33 |
Take details of customer service problems RN6142/T/601/1509 |
Level 1 | 4 | 27 |
Buddy a colleague to develop their customer service skills RN6142/M/601/1542 |
Level 2 | 5 | 33 |
Communicate effectively with customers RN6142/R/601/1212 |
Level 2 | 5 | 33 |
Deal with customers across a language divide RN6142/A/601/1219 |
Level 2 | 8 | 53 |
Deal with customers face to face RN6142/T/601/1221 |
Level 2 | 5 | 33 |
Deal with customers using bespoke software RN6142/L/601/1225 |
Level 2 | 5 | 33 |
Deal with incoming telephone calls from customers RN6142/F/601/1223 |
Level 2 | 5 | 33 |
Deliver customer service on your customer’s premises RN6142/Y/601/1213 |
Level 2 | 5 | 33 |
Deliver customer service to difficult customers RN6142/T/601/1512 |
Level 2 | 6 | 40 |
Deliver reliable customer service RN6142/J/601/1210 |
Level 2 | 5 | 33 |
Develop customer relationships RN6142/T/601/1526 |
Level 2 | 6 | 40 |
Develop personal performance through delivering customer service RN6142/R/601/1534 |
Level 2 | 6 | 40 |
Develop your own customer service skills through self-study RN6142/R/601/1548 |
Level 2 | 6 | 40 |
Follow the rules to deliver customer service RN6142/L/601/1614 |
Level 2 | 4 | 30 |
Give customers a positive impression of yourself and your organisation. RN6142/L/601/0933 |
Level 2 | 5 | 33 |
Go the extra mile in customer service RN6142/M/601/1220 |
Level 2 | 6 | 40 |
Live up to the customer service promise RN6142/M/601/1217 |
Level 2 | 6 | 40 |
Maintain customer service through effective handover RN6142/Y/601/1227 |
Level 2 | 4 | 27 |
Make customer service personal RN6142/T/601/1218 |
Level 2 | 6 | 40 |
Make telephone calls to customers RN6142/J/601/1224 |
Level 2 | 6 | 40 |
Process information about customers RN6142/H/601/1215 |
Level 2 | 5 | 33 |
Promote additional services or products to customers RN6142/D/601/0936 |
Level 2 | 6 | 40 |
Recognise diversity when delivering customer service RN6142/K/601/1216 |
Level 2 | 5 | 33 |
Resolve customer service problems RN6142/M/601/1511 |
Level 2 | 6 | 40 |
Support customer service improvements RN6142/A/601/1530 |
Level 2 | 5 | 33 |
Support customers using on-line customer services RN6142/H/601/1540 |
Level 2 | 5 | 33 |
Support customers using self-service technology RN6142/Y/601/1549 |
Level 2 | 5 | 33 |
Use questioning techniques when delivering customer service RN6142/A/601/1222 |
Level 2 | 4 | 27 |
Apply risk assessment to customer service RN6142/D/601/1519 |
Level 3 | 10 | 67 |
Build a customer service knowledge set RN6142/K/601/1233 |
Level 3 | 7 | 47 |
Deal with customers in writing or electronically RN6142/R/601/1226 |
Level 3 | 6 | 40 |
Deliver customer service using service partnerships RN6142/H/601/1229 |
Level 3 | 6 | 40 |
Develop your own and others' customer service skills RN6142/K/601/1555 |
Level 3 | 8 | 53 |
Gather, analyse and interpret customer feedback RN6142/H/601/1571 |
Level 3 | 10 | 67 |
Improve the customer relationship RN6142/H/601/1232 |
Level 3 | 7 | 47 |
Lead a team to improve customer service RN6142/H/601/1568 |
Level 3 | 7 | 47 |
Monitor and solve customer service problems RN6142/J/601/1515 |
Level 3 | 6 | 40 |
Monitor the quality of customer service transactions RN6142/T/601/1574 |
Level 3 | 7 | 47 |
Organise the delivery of reliable customer service RN6142/Y/601/1230 |
Level 3 | 6 | 40 |
Organise the promotion of additional services or products to customers RN6142/D/601/1231 |
Level 3 | 7 | 47 |
Process customer service complaints RN6142/D/601/1522 |
Level 3 | 6 | 40 |
Promote continuous improvement RN6142/H/601/1554 |
Level 3 | 7 | 47 |
Use customer service as a competitive tool RN6142/D/601/1228 |
Level 3 | 8 | 53 |
Work with others to improve customer service RN6142/D/601/1553 |
Level 3 | 8 | 53 |