OCR NVQ Level 1 & 2 Certificate in Customer Service

These qualifications provide an opportunity to gain the basic and intermediate

customer service skills and knowledge needed for a career in customer service or

any job which involves dealing with customers, encompassing a broad range of

competencies from the customer service sector. This NVQ has been designed so

that some evidence can be gained from the workplace and some from simulation.

Level 1

  •  Communicate using customer service language
  •  Follow the rules to deliver customer service
  •  Maintain a positive and customer-friendly attitude
  •  Adapt your behaviour to give a good customer service impression
  •  Do your job in a customer friendly way
  •  Recognise and deal with customer queries, requests and problems
  •  Take details of customer service problems

Level 2

  •  Communicate using customer service language
  •  Follow the rules to deliver customer service
  •  Give customers a positive impression of yourself and your organisation
  •  Deal with customers face to face
  •  Deliver customer service on your customer’s premises
  •  Resolve customer service problems
  •  Deliver customer service to difficult customers
  •  Develop customer relationships