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IQ Level 2 NVQ Certificate in Customer Service (QCF)

 

Qualification Number 600/2832/4
Title IQ Level 2 NVQ Certificate in Customer Service (QCF)
Category National
Sector General Skills | Hospitality & Tourism | Business & Administration
Operational Start Date 06/09/2011
Operational End Date 31/08/2014
Total Units 49 Min Credit 28
Min Guided Learning Hours 192 Max Guided Learning Hours 228
Min Age From 16 Min Age To 100

Registration Fee : £50.00

This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (international delivery rates may apply).

Qualification Purpose

About this Qualification

Important Update: This qualification was withdrawn on the 31/08/2014 and replaced with the new combined qualification IQ Level 2 Diploma in Customer Service (QCF) from 01/09/2014.

  • the last date for registrations was the 31/08/2014
  • the last date for certifications will be 31/08/2016
  • if your centre is already approved to offer this qualification you will automatically be approved to offer the new combined qualification

 

Detail of the new qualification can be found here.

The IQ Level 2 NVQ Certificate in Customer Service (QCF) is a qualification for individuals who would like to develop their ability to deliver customer service in a range of situations. It is suitable for learners intending to develop their customer service skills as a major part of their role and equally for those who recognise customer service as a useful additional skill. There is a wide range of optional units covering many different aspects of customer services for the learner to choose from.

Take this Qualification

If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.

Structure

To achieve the IQ Level 2 NVQ in Customer Service (QCF) learners need a minimum of 28 credits.  8 credits from the two mandatory units (group A); the remaining 20 credits must be achieved from completing a minimum of one unit from each of the 4 optional groups (at least 11 of these 20 credits must be at level 2).

IQ Level 2 NVQ Certificate in Customer Service (QCF)
Mandatory Group AMinimum Units:2
 Minimum Credits:8
 UnitLevelCreditGLH
 F/601/1609Communicate using customer service language1430
 L/601/1614Follow the rules to deliver customer service2430
 
Optional Group BMinimum Units:1
 Minimum Credits:5
 UnitLevelCreditGLH
 L/601/1211Adapt your behaviour to give a good customer service impression1533
 K/601/1233Build a customer service knowledge set3747
 R/601/1212Communicate effectively with customers2533
 T/601/1221Deal with customers face to face2533
 R/601/1226Deal with customers in writing or electronically3640
 F/601/1223Deal with incoming telephone calls from customers2533
 L/601/0933Give customers a positive impression of yourself and your organisation2533
 M/601/1220Go the extra mile in customer service2640
 M/601/1217Live up to the customer service promise2640
 R/601/1209Maintain a positive and customer-friendly attitude1533
 T/601/1218Make customer service personal2640
 J/601/1224Make telephone calls to customers2640
 D/601/1231Organise the promotion of additional services or products to customers3747
 H/601/1215Process information about customers2533
 D/601/0936Promote additional services or products to customers2640
 D/601/1228Use customer service as a competitive tool3853
 
Optional Group CMinimum Units:1
 Minimum Credits:4
 UnitLevelCreditGLH
 A/601/1219Deal with customers across a language divide2853
 L/601/1225Deal with customers using bespoke software2533
 Y/601/1213Deliver customer service on your customer’s premises2533
 H/601/1229Deliver customer service using service partnerships3640
 J/601/1210Deliver reliable customer service2533
 A/601/1205Do your job in a customer-friendly way1533
 H/601/1232Improve the customer relationship3747
 Y/601/1227Maintain customer service through effective hand over2427
 Y/601/1230Organise the delivery of reliable customer service3640
 K/601/1216Recognise diversity when delivering customer service2533
 A/601/1222Use questioning techniques when delivering customer service2427
 
Optional Group DMinimum Units:1
 Minimum Credits:4
 UnitLevelCreditGLH
 D/601/1519Apply risk assessment to customer service31067
 T/601/1512Deliver customer service to difficult customers2640
 J/601/1515Monitor and solve customer service problems3640
 D/601/1522Process customer service complaints3640
 M/601/1508Recognise and deal with customer queries, requests and problems1533
 M/601/1511Resolve customer service problems2640
 T/601/1509Take details of customer service problems1427
 
Optional Group EMinimum Units:1
 Minimum Credits:5
 UnitLevelCreditGLH
 M/601/1542Buddy a colleague to develop their customer service skills2533
 T/601/1526Develop customer relationships2640
 R/601/1534Develop personal performance through delivering customer service2640
 K/601/1555Develop your own and others’ customer service skills3853
 R/601/1548Develop your own customer service skills through self-study2640
 H/601/1571Gather, analyse and interpret customer feedback31067
 H/601/1568Lead a team to improve customer service3747
 T/601/1574Monitor the quality of customer service transactions3747
 H/601/1554Promote continuous improvement3747
 A/601/1530Support customer service improvements2533
 H/601/1540Support customers using on-line customer services2533
 Y/601/1549Support customers using self-service technology2533
 D/601/1553Work with others to improve customer service3853

Assessment

Assessment for this qualification is portfolio based. A qualification achievement record for this qualification is available from the IQ website. Specific assessment guidance for each unit is in the relevant unit’s “Assessment guidance and delivery” section. Assessment must also be in accordance with the assessment strategy located at the end of this document as Appendix A.

Learner Entry Requirements

There are no formal entry requirements. However, learners should be able to work at level 1 or above.

Tutor Requirements

All trainers delivering this qualification must meet the requirements as per the assessment strategy. Please see Appendix A.

Centre Requirements

 

 

Downloadable Resources