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Customer Service NVQ Diploma Level 2 at Citywide Ventures Limited

Course description

This course is aimed at individuals working/volunteering in, or seeking to work in a variety of customer service settings. These may include the hospitality industry, medical reception, security guarding, front-of-house in business and banking or non-face-to-face areas such as call centres.

Course content

To be awarded the NCFE Level 2 Diploma in Customer Service, learners must achieve a minimum of 45 credits:

  •    a total of 19 credits from Group A
  •    a minimum of 3 credits from Group B
  •    a minimum of 16 credits from Group C

and the remaining credits can be taken from Groups B, C or D

Group A mandatory units

  •    Unit 01 Deliver customer service (5 credits)
  •    Unit 02 Understand customers (2 credits)
  •    Unit 03 Principles of customer service (4 credits)
  •    Unit 04 Understand employer organisations (4 credits)
  •    Unit 05 Manage personal performance and development (4 credits)

Group B optional units

  •    Unit 07 Communicate with customers in writing (3 credits)


Group C optional units

  •    Unit 08 Deal with incoming telephone calls from customers (3 credits)
  •    Unit 09 Make telephone calls to customers (3 credits)
  •    Unit 16 Deliver customer service to challenging customers (3 credits)
  •    Unit 17 Develop customer relationships (3 credits)
  •    Unit 21 Resolve customers’ complaints (4 credits)


Group D optional units

  •    Unit 26 Manage diary systems (2 credits)
  •    Unit 27 Unit 28 Provide reception services (3 credits)
  •    Unit 30 Employee rights and responsibilities (2 credits)

Future opportunities

NVQ 3 Diploma in Health and Social Care if you are doing a Level 2 Course

NVQ 4 Diploma in Health and Social Care if you are doing a Level 3 Course or a Degree

How to apply

If you want to apply for this course, you will need to contact Citywide Ventures Limited directly.

Last updated date: 22 November 2016

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