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Customer Service NVQ Level 2 Diploma

This course will provide you with a nationally recognised qualification valued by employers, develop skills and competence in the workplace, continue professional development and prepare you to progress in employment in a Customer Service role.

Entry requirements

This is a work-based qualification and you will need to complete an initial assessment before starting the course.

Course content

You will study a range of topics including:

  • Delivering customer service
  • Understanding customers
  • Principles of customer service
  • Understanding employer organisations
  • Managing personal performance and development

Group A: Mandatory units

Group B: Optional units

  • Communicate verbally with customers
  • Communicate with customers in writing

Group C: Optional units

  • Deal with incoming telephone calls from customers
  • Make telephone calls to customers
  • Promote additional products and/or services to customers
  • Process information about customers
  • Exceed customer expectations
  • Deliver customer service whilst working on customers’ premises
  • Carry out customer service handovers
  • Resolve customer service problems
  • Deliver customer service to challenging customers
  • Develop customer relationships
  • Support customer service improvements
  • Support customers through real-time online customer service
  • Support customers using self-service equipment
  • Use social media to deliver customer service
  • Provide post-transaction customer service
  • Resolve customers’ complaints
  • Gather, analyse and interpret customer feedback

Group D: Optional units

  • Health and safety procedures in the workplace
  • Manage diary systems
  • Provide reception services
  • Contribute to the organisation of an event
  • Buddy a colleague to develop their skills
  • Employee rights and responsibilities
  • Develop working relationships with colleagues
  • Principles of equality and diversity in the workplace
  • Processing sales orders
  • Meeting customers’ after sales needs
  • Handling objections and closing sales
  • Deal with incidents through a contact centre
  • Carry out direct sales activities in a contact centre
  • Negotiate in a business environment
  • Bespoke software

Assessment methods

You will be assessed by a portfolio of evidence to include:

  • Observation
  • Questioning
  • Professional discussion
  • Work products – the outcome or product of a candidate’s work activity
  • Witness statements
  • Personal statement
  • Assignments, tasks, projects

Further study and career options

On successful completion of this course you can progress to a Level 3 qualification in a related subject.

Additional information

You should complete this course within 8 months.

Course information & how to book

To book onto this course please contact our Sales team on 01234 291747 or email training@bedford.ac.uk

LengthStart DateDay(s)FeesLocationCourse Code
Up to 12 months Flexible Various Ring our Sales team on 01234 291747Ring our Sales team on 01234 291747 Offsite W408

Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

Accessibility
We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.
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