The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is a comprehensive qualification designed to enhance the skills and career prospects of individuals in the customer service industry. Part of the Regulated Qualifications Framework (RQF), this qualification provides practical training and assessment for those aiming to deliver exceptional service across various sectors. Whether you are a customer service representative, call center agent, or working in a retail environment, this certificate offers a structured approach to developing the essential skills needed for success.
The Level 2 NVQ Certificate in Customer Service (RQF) focuses on equipping learners with the knowledge and skills required to meet customer expectations effectively. Key areas of focus include communication, problem-solving, and organizational skills, ensuring that candidates are well-prepared to handle customer inquiries and resolve issues efficiently. The NVQ (National Vocational Qualification) format emphasizes practical, real-world experience by requiring learners to demonstrate their ability to apply knowledge in the workplace, making this qualification highly valued by employers.
Assessment for the Level 2 NVQ Certificate in Customer Service is based on practical work-based evidence. Learners are required to complete tasks in the workplace and provide evidence of their ability to meet the required standards. This could involve submitting reports, completing customer service scenarios, or providing feedback based on real-life experiences.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is an excellent choice for individuals looking to enhance their customer service skills and advance their careers. With its practical, hands-on approach to learning, this qualification not only improves the skills needed for effective customer service but also serves as a foundation for future career progression in a competitive job market. By completing this certificate, learners can stand out to employers and become a valuable asset in any customer-focused role.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is a vocational qualification designed for individuals looking to enhance their skills and knowledge in customer service. Aimed at those working in customer-facing roles, this qualification helps learners develop practical expertise in delivering exceptional service, addressing customer concerns, and fostering strong relationships. It is ideal for professionals in industries such as retail, hospitality, and call centers, providing a solid foundation for career progression in customer service.
The qualification is assessed through real-life, work-based tasks, ensuring that learners apply their knowledge in practical settings. Core units covered include customer service delivery, communication skills, and problem-solving techniques. By completing the Focus Awards Level 2 NVQ Certificate, individuals demonstrate their ability to meet industry standards and improve performance in customer service roles, which enhances job prospects and paves the way for career advancement.
One of the key benefits of the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is its flexibility. Learners can complete the course at their own pace while working, supported by experienced assessors. The qualification allows individuals to tailor their learning by selecting optional units that align with their specific job roles and professional aspirations. This makes the qualification a versatile and accessible option for those looking to advance in customer service or pursue leadership roles in the field.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) qualification, learners must achieve 8 credits from the mandatory units an additional 20 credits must be achieved from the optional units. At least 11 of the credits from the optional units must be at level 2.
Mandatory Units
| Unit Title | Credit | Guided Learning Hours |
| Communicate using customer service language | 4 | 30 |
| Follow the rules to deliver customer service | 4 | 30 |
Optional Units
| Unit Title | Credit | Guided Learning Hours |
| Promote additional services or products to customers | 6 | 40 |
| Deal with incoming telephone calls from customers | 5 | 33 |
| Process information about customers | 5 | 33 |
| Make telephone calls to customers | 6 | 40 |
| Give customers a positive impression of yourself and your organisation | 5 | 33 |
| Live up to the customer service promise | 6 | 40 |
| Go the extra mile in customer service | 6 | 40 |
| Communicate effectively with customers | 5 | 33 |
| Make customer service personal | 6 | 40 |
| Deal with customers face to face | 5 | 33 |
| Use customer service as a competitive tool | 8 | 53 |
| Organise the promotion of additional services or products to customers | 7 | 47 |
| Build a customer service knowledge set | 7 | 47 |
| Adapt your behaviour to give a good customer service impression | 5 | 33 |
| Maintain a positive and customer -friendly attitude | 5 | 33 |
| Deal with customers in writing or electronically | 6 | 40 |
| Deal with customers across a language divide | 8 | 53 |
| Use questioning techniques when delivering customer service | 4 | 27 |
| Deliver reliable customer service | 5 | 27 |
| Recognise diversity when delivering customer service | 5 | 33 |
| Deal with customers using bespoke software | 5 | 33 |
| Deliver customer service on your customers premises | 5 | 33 |
| Maintain customer service through effective handover | 4 | 33 |
| Do your job in a customer friendly way | 5 | 33 |
| Deliver customer service using service partnerships | 6 | 33 |
| Improve the customer relationship | 7 | 40 |
| Organise the delivery of reliable customer service | 6 | 47 |
| Resolve customer service problems | 6 | 40 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is ideal for individuals who are working in or aspiring to work in customer-facing roles. It is designed for:
- Customer Service Representatives: Individuals who interact directly with customers, providing assistance and resolving issues.
- Retail Assistants: Those working in retail environments, helping customers with product inquiries, purchases, and general service.
- Call Center Agents: Professionals handling customer queries and support over the phone or online.
- Hospitality Staff: Employees in hotels, restaurants, or event management who are responsible for guest services.
- Newcomers to Customer Service: Those who are new to customer service roles and want to build foundational skills and knowledge.
- Aspiring Supervisors or Managers: Individuals aiming for career advancement within the customer service industry, looking to develop leadership and management skills.
This course is perfect for anyone looking to enhance their customer service skills and improve their career prospects in a variety of customer-focused industries.
The learning outcomes of the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) focus on equipping learners with the essential skills and knowledge required to provide excellent customer service in a professional environment. Upon successful completion of this course, learners will:
- Understand the Principles of Customer Service: Learners will gain a thorough understanding of the key concepts, practices, and expectations in customer service, ensuring they can deliver high-quality service in a variety of customer-facing roles.
- Develop Communication Skills: Learners will improve their ability to communicate effectively with customers, both verbally and in writing. This includes listening skills, managing difficult conversations, and providing clear information to meet customer needs.
- Apply Problem-Solving Techniques: Learners will develop the ability to identify customer issues, offer appropriate solutions, and resolve complaints efficiently, enhancing overall customer satisfaction.
- Enhance Customer Service Delivery: Learners will demonstrate practical skills in providing consistent and efficient customer service, handling inquiries, and ensuring that customer expectations are met or exceeded in every interaction.
- Work Effectively in a Customer Service Environment: Learners will acquire the skills necessary to collaborate with colleagues and other departments, contributing to the smooth running of customer service operations and the achievement of team goals.
- Understand Health and Safety Regulations: Learners will be familiarized with the essential health and safety guidelines within a customer service setting, ensuring that they maintain a safe environment for both customers and staff.
These learning outcomes ensure that learners are fully prepared to meet the demands of their customer service roles and can apply their skills effectively in real-world situations.
