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Qualification details

ASET Level 2 NVQ in Customer Service

Qualification summary

The ASET NVQ in Customer Service will help strengthen the provision of professional levels of customer service within organisations. The Qualification aims to deliver competence based training relating directly to the National Occupational Standards developed by the Institute of Customer Service.

Objectives:
• Provide the learner with the opportunity to develop and apply skills and knowledge within their business environment.
• Enable the learner to demonstrate competence when carrying out their responsibilities at work.
• Develop a learner’s skills and knowledge in work activities relevant to their job role.

This level provides good working knowledge and understanding so a learner can demonstrate their ability to perform a range of tasks with some guidance or supervision. It is designed for those learners who are responsible for delivering customer service and who interact directly with the customer.

Qualification details

500/2894/7
ASET
2
NVQ - National Vocational Qualification
Accreditation start date:
01/09/2007
Operational start date in centres:
01/10/2007
Accreditation end date:
30/09/2008
Certification end date:
30/09/2010
England
16-18, 18+, 19+
Wales
16-18, 18+, 19+
N.Ireland
16-18, 18+, 19+
Approval start date:
10/09/2007
Approval end date:
30/09/2008
English
Successful completion at level 2 can lead to level 3 NVQ in Customer Service or an Advanced Apprenticeship (England) / Modern Apprenticeship (Wales). Learners may wish to consider other level 3 NVQs, awards and certificates in work related areas e.g. Business and Administration, Management.
Customer Service Adviser (Post Office)
Customer Service Assistant/Manager
Local Government Customer Services Officer
Receptionist
Tourist Guide
Tourist Information Centre Assistant
  • 15 Business, Administration and Law
    • 15.2  Administration
N/A
Pass
ASET complies with the ICS Assessment Strategy for NVQ level 2 approved 2006 and the ICS Customer Service Evidence Requirements for this level NVQ. Common assessment methods include: observation, witness testimonies, work products, questioning and simulation.

Independent assessment is via external verification procedures. Centres will need to ensure robust quality assurance of assessment via internal verification procedures specified by ASET.
Candidates must complete all units in Group A, plus five other units(at least one from each theme). Total seven units
  • A  -  Mandatory units
    • M/102/4501 - Prepare yourself to deliver good customer service
    • J/102/4505 - Provide customer service within the rules
  • B  -  Optional - Impression and Image Theme
    • H/103/6273 - Give customers a positive impression of yourself and your organisation
    • K/103/6274 - Promote additional services or products to customers
    • M/103/6275 - Process customer service information
    • T/103/6276 - Live up to the customer service promise
    • A/103/6277 - Make customer service personal
    • F/103/6278 - Go the extra mile in customer service
    • J/103/6279 - Deal with customers in writing or using ICT
    • A/103/6280 - Deal with customers face to face
    • F/103/6281 - Deal with customers by telephone
  • C  -  Optional - Delivery Theme
    • D/102/0234 - Deliver reliable customer service
    • J/103/6282 - Deliver customer service on your customers' premises
    • L/103/6283 - Recognise diversity when delivering customer service
  • D  -  Optional - Handling Problems Theme
    • H/102/0235 - Resolve customer service problems
    • L/102/4506 - Recognise and deal with customer queries, requests and problems
  • E  -  Optional - Development and Improvement Theme
    • M/103/6793 - Develop customer relationships
    • T/103/6794 - Support customer service improvements
    • A/103/6795 - Develop personal performance through delivering customer service