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Qualification details

City & Guilds Level 1 NVQ in Customer Service

Qualification summary

The aim and purpose of this qualification is prepare candidates to deliver excellent customer service and to give a professional customer service impression. The candidate will gain a understanding of how effective communication, given in a friendly manner can aid the organisation and lead to further career opportunities.

Qualification details

500/2029/8
City & Guilds - The City and Guilds of London Institute
1
NVQ - National Vocational Qualification
Accreditation start date:
01/09/2007
Operational start date in centres:
01/09/2007
Accreditation end date:
31/08/2010
Certification end date:
31/08/2011
For information on the approval of qualifications for funding in England, Wales and Northern Ireland, see the links to DCSF, DIUS, DCELLS, DELNI and DENI below.

When undertaking a qualification that does not appear on the governments' lists as eligible for funding for specific age ranges, users must be aware of legal requirements. Not all qualifications are suitable for all age ranges.
For further information on 14-19 qualifications offered in England, please refer to the DCSF Section 96 website.

For further information on 19+ qualifications offered in England, please refer to the DIUS Section 97 website.
For further information on Wales, visit the DCELLS website.
For further information on Northern Ireland, visit the DELNI and DENI websites.
English
The hierarchy of for levels - 1-4 - provides a ladder of progression from those with little or no Customer Service experience through to the recognition of the skills and competencies of experienced, senior team leader and managers.

Some learners may choose, or be encouraged, to acquire the NVQs in Cusotmer Service in addition to NVQs in other work-related areas (for example Retail, Administraiton, Accounting, IT and other technical sectors).
Bank/Building Society Customer Adviser
Beauty Therapist
Courier
Customer Service Adviser (Post Office)
Customer Service Assistant/Manager
Facilities Manager
Local Government Customer Services Officer
Personal Shopper
Receptionist
School Administrative Assistant
Town Planning Support Staff
Waiter/Waitress
  • 15 Business, Administration and Law
    • 15.2  Administration
N/A
Pass
Independent assessment is supplied internally at the City and Guilds centre by the internal verifier and externally by the City and Guilds external verifier. The Customer Service NVQ is structured to lend itself totally to holistic assessment.
View Performance Measures Here
Candidates must complete all units in Group A, plus one unit from Group B (total six units).
  • A  -  Mandatory units
    • M/102/4501 - Prepare yourself to deliver good customer service
    • A/102/4503 - Communicate effectively with customers
    • F/102/4504 - Do your job in a customer friendly way
    • J/102/4505 - Provide customer service within the rules
    • L/102/4506 - Recognise and deal with customer queries, requests and problems
  • B  -  Optional units
    • K/103/9806 - Maintain a positive and customer-friendly attitude
    • M/103/9807 - Adapt your behaviour to make a good customer service impression