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Customer Service Level 2 NVQ Certificate at Milton Keynes College

Course description

This is a work based qualification for those who are working in a customer service environment. To complete the qualification you will complete units that reflect your customer service activities.

There are 2 mandatory and you choose optional units across 4 different themes. The NVQ involves building a e-portfolio of evidence to support each unit. A qualified assessor will work with you to offer the support and guidance needed to complete the qualification.

Course content

There are two mandatory units:

Communicate using customer service language, is all about the language, basic principles and skills needed to communicate effectively with customers and colleagues. You will be required to show how you fit into the customer service picture within your organisation and how your job contributes to good customer service. Through real examples of your work with customers, you will show how you identify customers, describe and explain the services or products that meet their needs and demonstrate how you communicate with them using customer service language.

Follow the rules to deliver customer service, will involve demonstrating your understanding of all the rules that apply to customer service delivered by your organisation and how you apply them in your job. Through real examples of your work with customers you will show how you follow your organisations practices and procedures and that you know how to follow the rules to deliver customer service.

You will also choose from a range of optional units. These cover a variety of tasks and skills you may perform in your customer service role and are split into groups.

  • Impression and image
  • Delivery
  • Handling problems
  • Development and improvement.

Entry requirements

There are no formal entry requirements but you will need to be working in a customer service role with some autonomy and responsibility which will allow you to demonstrate the competencies of this qualification.


You will be required to present an e-portfolio of work based evidence that will be generated by a combination of methods that could include observations, work products, witness testimonies, personal statements, discussions and questioning and the accreditation of prior achievement.

You will be allocated an assessor who will support and guide you through the qualification. They will meet with you regularly in the workplace to help you generate the evidence. The assessor will make the judgements about the suitability of your evidence and provide feedback on your progress towards the qualification. The assessor will also arrange to conduct work place observations, which are a requirement of the qualification.

Future opportunities

On successful completion of this course you may wish to progress to the Level 3 Diploma in Customer Service or to a qualification in a related area such as administration, management or training, depending on your job role.

How to apply

If you want to apply for this course, you will need to contact Milton Keynes College directly.

Last updated date: 12 April 2016
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