City & Guilds
Level 2
QN: 500/9341/1
Curriculum Active
City & Guilds Level 2 NVQ Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Occupational Qualification. Total guided learning hours: 1930 hours.
Qualification Level
Level 2
Awarding Body
City & Guilds
Syllabus Units
49 Units
Guided Hours
1930 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Adapt your behaviour to give a good customer service impression
Verified
Key Learning Objectives:
- look and act the part in order to provide a good customer service impression, relate to their customers and to colleagues effectively
- know how to adapt their behaviour to give a good customer service impression
2
Apply risk assessment to customer service
Verified
Key Learning Objectives:
- analyse customer service processes for risk
- assess customer service risks and take appropriate actions
- understand how to apply risk assessment to customer service
3
Buddy a colleague to develop their customer service skills
Verified
Key Learning Objectives:
- plan and prepare to buddy a colleague
- support their buddy colleague on the job, provide buddy support off the job
- understand how to buddy a colleague to develop their customer service skills
4
Build a customer service knowledge set
Verified
Key Learning Objectives:
- input details of customer queries and requests and develop responses
- use a customer service knowledge base
- understand how to build a customer service knowledge set
5
Communicate effectively with customers
Verified
Key Learning Objectives:
- communicate effectively with customers
- understand how to communicate effectively with customers
6
Communicate using customer service language
Verified
Key Learning Objectives:
- identify customers and their characteristics and expectations
- identify their organisation’s services and products
- know how to communicate using customer service language
7
Deal with customers across a language divide
Verified
Key Learning Objectives:
- prepare to deal with customers with a different first language, deal with customers who speak a different first language from their own
- know how to deal with customers across a language divide
8
Deal with customers face to face
Verified
Key Learning Objectives:
- communicate effectively with their customer, improve the rapport with their customer through body language
- understand how to deal with customers face to face
9
Deal with customers in writing or electronically
Verified
Key Learning Objectives:
- use written or electronic communication effectively
- plan and send an effective written or electronic communication, handle incoming written or electronic communications effectively
- know how to deal with customers in writing or electronically
10
Deal with customers using bespoke software
Verified
Key Learning Objectives:
- prepare to deliver customer service using bespoke software, deliver customer service using bespoke software
- understand how to deal with customers using bespoke software
11
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- use communication systems effectively
- establish rapport with customers who are calling, deal effectively with customer questions and requests
- know how to deal with incoming telephone calls from customers
12
Deliver customer service on your customer’s premises
Verified
Key Learning Objectives:
- establish a rapport with their customer, combine customer service with their other skills and expertise
- know how to deliver customer service on the customer’s premises
13
Deliver customer service to difficult customers
Verified
Key Learning Objectives:
- recognise when customers may be difficult to deal with, deal with difficult customers
- understand how to deliver customer service to difficult customers
14
Deliver customer service using service partnerships
Verified
Key Learning Objectives:
- work effectively within a customer service chain, build and nurture positive relationships in a customer service chain
- understand how to deliver customer service using service partnerships
15
Deliver reliable customer service
Verified
Key Learning Objectives:
- prepare to deal with customers, give consistent service to customers, check customer service delivery
- know how to deliver reliable customer service
16
Develop customer relationships
Verified
Key Learning Objectives:
- build their customer’s confidence that the service they give will be excellent, meet the expectations of their customers
- develop the long-term relationship between their customer and their organisation
- know how to develop customer relationships
17
Develop personal performance through delivering customer service
Verified
Key Learning Objectives:
- review performance in their customer service role
- prepare a personal development plan and keep it up to date
- undertake development activities and obtain feedback on their customer service performance
- understand how to develop their personal performance through delivering customer service
18
Develop your own and others' customer service skills
Verified
Key Learning Objectives:
- develop their own customer service skills
- plan the coaching of others in customer service, coach others in customer service
- understand how to develop their own and others’ customer service skills
19
Develop your own customer service skills through self-study
Verified
Key Learning Objectives:
- find ways to learn more about customer service and their job
- use sources of self-development to extend their customer service skills and knowledge
- know how to develop their own customer service skills through self-study
20
Do your job in a customer friendly way
Verified
Key Learning Objectives:
- do their job in a customer friendly way
- know how to do their job in a customer-friendly way
21
Follow the rules to deliver customer service
Verified
Key Learning Objectives:
- Follow their organisation’s customer service practices and procedures
- know how to follow the rules to deliver customer service
22
Gather, analyse and interpret customer feedback
Verified
Key Learning Objectives:
- plan to gather customer feedback, gather customer feedback
- analyse and interpret customer feedback
- understand how to gather
23
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
24
Go the extra mile in customer service
Verified
Key Learning Objectives:
- distinguish between routine service standards and going the extra mile, check that your extra mile ideas are feasible, go the extra mile
- know how to go the extra mile in customer service
25
Improve the customer relationship
Verified
Key Learning Objectives:
- improve communication with their customers, balance the needs of their customer and their organisation, exceed customer expectations to develop the relationship
- understand how to improve the customer relationship
26
Lead a team to improve customer service
Verified
Key Learning Objectives:
- plan and organise the work of a team, provide support for team members
- review performance of team members
- understand how to lead a team to improve customer service
27
Live up to the customer service promise
Verified
Key Learning Objectives:
- understand and explain the customer service promise
- produce customer satisfaction by delivering the customer service promise
- know how to live up to the customer service promise
28
Maintain a positive and customer-friendly attitude
Verified
Key Learning Objectives:
- show the right attitude for customer service, show appropriate and positive behaviours to customers
- know how to maintain a positive and customer-friendly attitude
29
Maintain customer service through effective handover
Verified
Key Learning Objectives:
- agree joint responsibilities in a customer service team, check that customer service actions are seen through by working together with colleagues
- understand how to maintain customer service through effective handover
30
Make customer service personal
Verified
Key Learning Objectives:
- identify opportunities for making customer service personal, treat their customer as an individual
- know and understand how to make customer service personal
31
Make telephone calls to customers
Verified
Key Learning Objectives:
- plan their calls effectively
- use communication systems effectively, make focussed calls to their customer
- know how to make telephone calls to customers
32
Monitor and solve customer service problems
Verified
Key Learning Objectives:
- solve immediate customer service problems
- identify repeated customer service problems and options for solving them, take action to avoid the repetition of customer service problems
- understand how to monitor and solve customer service problems
33
Monitor the quality of customer service transactions
Verified
Key Learning Objectives:
- prepare to monitor the quality of customer service transactions
- monitor the quality of customer service transactions, give feedback on the quality of customer service transactions
- understand how to monitor the quality of customer service transactions
34
Organise the delivery of reliable customer service
Verified
Key Learning Objectives:
- plan and organise the delivery of reliable customer service
- review and maintain customer service delivery
- use recording systems to maintain reliable customer service
- understand how to organise the delivery of reliable customer service
35
Organise the promotion of additional services or products to customers
Verified
Key Learning Objectives:
- offer additional services or products
- organise support to promote use of additional services or products
- monitor the promotion of additional services or products
- understand how to organise and promote services or products to customers
36
Process customer service complaints
Verified
Key Learning Objectives:
- recognise the signs that a query or problem is about to produce a complaint, deal with a complaint effectively
- understand how to process customer service complaints
37
Process information about customers
Verified
Key Learning Objectives:
- collect information about customers
- select and retrieve information about customers, supply information about customers
- understand how to process customer service information
38
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
39
Promote continuous improvement
Verified
Key Learning Objectives:
- plan improvements in customer service based on customer feedback
- implement changes in customer service
- review changes to promote continuous improvement
- understand how to promote continuous improvement
40
Recognise and deal with customer queries, requests and problems
Verified
Key Learning Objectives:
- recognise and deal with customer queries and requests
- recognise and deal with customer problems
- know how to recognise and deal with customer queries, requests and problems
41
Recognise diversity when delivering customer service
Verified
Key Learning Objectives:
- respect customers as individuals and promote equality in customer service
- adapt customer service to recognise the different needs and expectations of diverse groups of customers
- understand how to recognise diversity when delivering customer service
42
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
43
Support customer service improvements
Verified
Key Learning Objectives:
- use feedback to identify potential customer service improvements
- implement changes in customer service, assist with the evaluation of changes in customer service
- know how to support customer service improvements
44
Support customers using on-line customer services
Verified
Key Learning Objectives:
- establish the type and level of support their customer needs to achieve on-line customer service
- support on-line customer service in conversation with their customer
- understand how to support customers using on-line services
45
Support customers using self-service technology
Verified
Key Learning Objectives:
- identify the type of help needed by a customer using self-service technology, assist a customer using self-service technology
- understand how to support customers using self-service technology
46
Take details of customer service problems
Verified
Key Learning Objectives:
- respond to customers who raise a problem, gather details from customers who raise a problem, pass details of problems raised by customers to the colleague who can deal with them
- know how to take details of customer service problems
47
Use customer service as a competitive tool
Verified
Key Learning Objectives:
- organise customer service to gain a competitive advantage, deliver a competitive service
- understand how to use customer service as a competitive tool
48
Use questioning techniques when delivering customer service
Verified
Key Learning Objectives:
- establish rapport and identify customer concerns, seek detailed information from customers using questioning techniques
- understand how to use questioning techniques when delivering customer service
49
Work with others to improve customer service
Verified
Key Learning Objectives:
- improve customer service by working with others
- monitor their own performance when improving customer service
- monitor team performance when improving customer service
- understand how to work with others to improve customer service
Regulatory & Verification Details
- Qualification Number (QN)
- 500/9341/1
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Occupational Qualification
- Operational Start
- Aug 2010