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Important Update: This qualification was withdrawn on the 31/08/2014 and replaced with the new combined qualification IQ Level 2 Diploma in Customer Service (QCF) from 01/09/2014.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

	Unit		Level	Credit	GLH
Mandatory Group A			Minimum Units:		2
			Minimum Credits:		8
	F/601/1609	Communicate using customer service language	1	4	30
	L/601/1614	Follow the rules to deliver customer service	2	4	30

Optional Group B			Minimum Units:		1
			Minimum Credits:		5
	Unit		Level	Credit	GLH
	L/601/1211	Adapt your behaviour to give a good customer service impression	1	5	33
	K/601/1233	Build a customer service knowledge set	3	7	47
	R/601/1212	Communicate effectively with customers	2	5	33
	T/601/1221	Deal with customers face to face	2	5	33
	R/601/1226	Deal with customers in writing or electronically	3	6	40
	F/601/1223	Deal with incoming telephone calls from customers	2	5	33
	L/601/0933	Give customers a positive impression of yourself and your organisation	2	5	33
	M/601/1220	Go the extra mile in customer service	2	6	40
	M/601/1217	Live up to the customer service promise	2	6	40
	R/601/1209	Maintain a positive and customer-friendly attitude	1	5	33
	T/601/1218	Make customer service personal	2	6	40
	J/601/1224	Make telephone calls to customers	2	6	40
	D/601/1231	Organise the promotion of additional services or products to customers	3	7	47
	H/601/1215	Process information about customers	2	5	33
	D/601/0936	Promote additional services or products to customers	2	6	40
	D/601/1228	Use customer service as a competitive tool	3	8	53

Optional Group C			Minimum Units:		1
			Minimum Credits:		4
	Unit		Level	Credit	GLH
	A/601/1219	Deal with customers across a language divide	2	8	53
	L/601/1225	Deal with customers using bespoke software	2	5	33
	Y/601/1213	Deliver customer service on your customer’s premises	2	5	33
	H/601/1229	Deliver customer service using service partnerships	3	6	40
	J/601/1210	Deliver reliable customer service	2	5	33
	A/601/1205	Do your job in a customer-friendly way	1	5	33
	H/601/1232	Improve the customer relationship	3	7	47
	Y/601/1227	Maintain customer service through effective hand over	2	4	27
	Y/601/1230	Organise the delivery of reliable customer service	3	6	40
	K/601/1216	Recognise diversity when delivering customer service	2	5	33
	A/601/1222	Use questioning techniques when delivering customer service	2	4	27

Optional Group D			Minimum Units:		1
			Minimum Credits:		4
	Unit		Level	Credit	GLH
	D/601/1519	Apply risk assessment to customer service	3	10	67
	T/601/1512	Deliver customer service to difficult customers	2	6	40
	J/601/1515	Monitor and solve customer service problems	3	6	40
	D/601/1522	Process customer service complaints	3	6	40
	M/601/1508	Recognise and deal with customer queries, requests and problems	1	5	33
	M/601/1511	Resolve customer service problems	2	6	40
	T/601/1509	Take details of customer service problems	1	4	27

Optional Group E			Minimum Units:		1
			Minimum Credits:		5
	Unit		Level	Credit	GLH
	M/601/1542	Buddy a colleague to develop their customer service skills	2	5	33
	T/601/1526	Develop customer relationships	2	6	40
	R/601/1534	Develop personal performance through delivering customer service	2	6	40
	K/601/1555	Develop your own and others’ customer service skills	3	8	53
	R/601/1548	Develop your own customer service skills through self-study	2	6	40
	H/601/1571	Gather, analyse and interpret customer feedback	3	10	67
	H/601/1568	Lead a team to improve customer service	3	7	47
	T/601/1574	Monitor the quality of customer service transactions	3	7	47
	H/601/1554	Promote continuous improvement	3	7	47
	A/601/1530	Support customer service improvements	2	5	33
	H/601/1540	Support customers using on-line customer services	2	5	33
	Y/601/1549	Support customers using self-service technology	2	5	33
	D/601/1553	Work with others to improve customer service	3	8	53

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

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Achievement Record - NVQ Customer Service 600/2832/4 (protected)
Specification - NVQ Customer Service 600/2832/4