The Institute of the Motor Industry · RQF Level 2
IMI Level 2 NVQ Certificate in Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits28
- Guided learning192 hours
- Units in this qualification49
Awarded by The Institute of the Motor Industry · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
This Level 2 qualification is for individuals working in customer service roles. It allows candidates to demonstrate competence in areas such as dealing with diverse customers, applying risk assessment, and processing customer information within the marketing and sales sector.
These are the units The Institute of the Motor Industry registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Adapt your behaviour to give a good customer service impressionReal unit · The Institute of the Motor Industry
This unit develops learners' ability to adapt their behaviour to create a positive customer service impression by maintaining professional appearance and demeanour, using appropriate non-verbal communication, and building rapport with customers and colleagues.
What you'll be able to do
- Look and act the part in order to provide a good customer service impression, maintaining a professional appearance and demeanour
- Relate to customers and to colleagues effectively, building rapport and fostering positive relationships
- Adapt their behaviour to give a good customer service impression, adjusting communication style and approach to suit different situations and individuals
Apply risk assessment to customer serviceReal unit · The Institute of the Motor Industry
You'll apply risk assessment principles to customer service processes. They will identify hazards, assess risks, implement control measures, and understand the importance of ongoing risk management.
What you'll be able to do
- Analyse customer service processes to identify potential risks
- Assess identified customer service risks and implement appropriate actions to mitigate them
- Demonstrate understanding of how to apply risk assessment principles and practices to customer service operations
Buddy a colleague to develop their customer service skillsReal unit · The Institute of the Motor Industry
This unit prepares learners to buddy a colleague in developing customer service skills. You'll plan and provide on-the-job and off-the-job support tailored to individual learning styles and organisational requirements.
What you'll be able to do
- Plan and prepare effectively to buddy a colleague, taking into account their individual needs and learning styles
- Support a buddy colleague effectively whilst they are on the job, providing guidance and feedback
- Provide buddy support to a colleague off the job, utilising appropriate resources and techniques
- Understand the principles and practical considerations of buddying a colleague to develop their customer service skills
Build a customer service knowledge setReal unit · The Institute of the Motor Industry
This unit develops learners' ability to build and utilise a customer service knowledge set by accurately inputting customer queries, developing appropriate responses, and effectively using a knowledge base to support customer interactions.
What you'll be able to do
- Input details of customer queries and requests accurately and efficiently, and develop appropriate responses.
- Use a customer service knowledge base to access relevant information and support customer interactions.
- Understand how to build a customer service knowledge set, including gathering, organising, and maintaining information.
Communicate effectively with customersReal unit · The Institute of the Motor Industry
You'll develop effective communication skills tailored to customer needs and situations, including handling difficult or sensitive interactions. This unit covers using appropriate language, tone, and adapting communication style to ensure clear and professional customer engagement.
What you'll be able to do
- Communicate effectively with customers using appropriate methods and techniques.
- Understand how to communicate effectively with customers, considering their individual needs and preferences.
Communicate using customer service languageReal unit · The Institute of the Motor Industry
You'll identify customer characteristics and expectations to tailor service delivery effectively. The unit covers understanding organisational products and services and communicating using appropriate customer service language.
What you'll be able to do
- Identify customers and their characteristics to tailor service delivery to their specific needs
- Identify customer expectations to ensure service provision aligns with their requirements
- Identify their organisation’s services and products to provide accurate information and support to customers
- Communicate effectively using appropriate customer service language to build rapport and resolve issues
Deal with customers across a language divideReal unit · The Institute of the Motor Industry
This unit equips learners with skills to communicate effectively with customers who speak different first languages. They will prepare materials and use appropriate language and strategies to overcome communication barriers.
What you'll be able to do
- Prepare effectively to deal with customers who have a different first language from your own
- Deal effectively with customers who speak a different first language from your own
- Demonstrate knowledge of how to deal with customers across a language divide, including awareness of cultural differences and communication strategies
Deal with customers face to faceReal unit · The Institute of the Motor Industry
This unit focuses on face-to-face customer interactions, enabling learners to communicate effectively using appropriate language and tone. You'll improve rapport through positive body language and adapt communication methods to meet diverse customer preferences.
What you'll be able to do
- Communicate effectively with their customer using appropriate language and communication methods
- Improve the rapport with their customer through positive and appropriate body language
- Understand how to deal with customers face to face in a professional and effective manner, addressing their needs and concerns
Deal with customers in writing or electronicallyReal unit · The Institute of the Motor Industry
This unit equips learners to communicate with customers in writing or electronically. You'll use clear, professional language, plan and send messages, and handle incoming communications promptly and appropriately.
What you'll be able to do
- Use written or electronic communication effectively to convey information clearly and professionally
- Plan and send effective written or electronic communications, tailoring the message to the intended audience and purpose
- Handle incoming written or electronic communications effectively, responding promptly and appropriately to customer enquiries and requests
- Deal with customers effectively in writing or electronically, maintaining a positive and helpful tone throughout
Deal with customers using bespoke softwareReal unit · The Institute of the Motor Industry
This unit provides learners with the skills to deliver customer service using bespoke software. You'll prepare for interactions, use software functions effectively, and adhere to organisational procedures and service standards.
What you'll be able to do
- Prepare effectively to deliver customer service using bespoke software, ensuring familiarity with its features and functions
- Deliver customer service effectively using bespoke software, adhering to organisational procedures and customer service standards
- Understand how to deal with customers effectively using bespoke software, addressing their needs and resolving their queries efficiently
Deal with incoming telephone calls from customersReal unit · The Institute of the Motor Industry
You'll learn to manage incoming telephone calls effectively, including using communication systems, prioritising calls, and establishing rapport with customers. This unit focuses on telephone etiquette and techniques to handle customer enquiries and requests professionally.
What you'll be able to do
- Use communication systems effectively to manage incoming telephone calls.
- Establish rapport with customers who are calling to ensure a positive interaction.
- Deal effectively with customer questions and requests received via telephone.
- Demonstrate knowledge of how to deal with incoming telephone calls from customers in a professional manner.
Deliver customer service on your customer’s premisesReal unit · The Institute of the Motor Industry
You'll learn to deliver customer service on customers' premises by establishing professional rapport and combining service skills with their expertise. This unit covers effective communication, active listening, and safe working practices in customer environments.
What you'll be able to do
- Establish a rapport with their customer in a professional and appropriate manner
- Combine customer service skills effectively with their other skills and expertise to meet customer needs
- Deliver customer service effectively and safely on the customer’s premises, adhering to relevant policies and procedures
Deliver customer service to difficult customersReal unit · The Institute of the Motor Industry
You'll develop the ability to recognise difficult customer behaviours and potential triggers, and apply effective communication and problem-solving skills to manage challenging interactions. This unit covers strategies for delivering customer service to difficult customers while maintaining professionalism.
What you'll be able to do
- Recognise when customers may be difficult to deal with, identifying potential triggers and warning signs
- Deal with difficult customers in a professional and effective manner, using appropriate communication and problem-solving skills
- Understand how to deliver customer service to difficult customers, including strategies for managing conflict and de-escalating situations
Deliver customer service using service partnershipsReal unit · The Institute of the Motor Industry
You'll explore how to deliver customer service within a service partnership framework. The unit focuses on working effectively in a customer service chain, building positive relationships, and understanding the role of partnerships in seamless service delivery.
What you'll be able to do
- Work effectively within a customer service chain, contributing to a seamless customer experience
- Build and nurture positive and productive relationships with partners in a customer service chain
- Demonstrate understanding of how service partnerships contribute to the delivery of excellent customer service
Deliver reliable customer serviceReal unit · The Institute of the Motor Industry
This unit covers delivering reliable customer service by preparing for customer interactions, providing consistent service, and checking service delivery against standards. You'll understand principles of professionalism and creating a positive environment for customer engagement.
What you'll be able to do
- Prepare to deal with customers in a professional and effective manner.
- Give consistent and reliable service to customers, meeting their needs and expectations.
- Check customer service delivery to ensure it meets required standards.
- Deliver reliable customer service, understanding the principles and techniques involved.
Develop customer relationshipsReal unit · The Institute of the Motor Industry
You'll learn to build and maintain customer relationships by demonstrating professionalism, building trust, and meeting customer expectations. This unit covers providing high-quality service and fostering long-term connections between customers and the organisation.
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent by demonstrating competence and professionalism
- Meet the expectations of their customers by providing a high-quality service that addresses their needs effectively
- Develop the long-term relationship between their customer and their organisation through consistent communication and excellent service
- Develop customer relationships by building trust, providing value, and exceeding expectations
Develop personal performance through delivering customer serviceReal unit · The Institute of the Motor Industry
It teaches you to review their personal performance in customer service roles by analysing feedback and identifying strengths and weaknesses. You'll prepare and maintain a personal development plan and undertake activities to enhance their customer service skills.
What you'll be able to do
- Review personal performance in their customer service role to identify areas for improvement.
- Prepare a personal development plan and keep it up to date to track progress and identify new goals.
- Undertake development activities and obtain feedback on their customer service performance to enhance skills and knowledge.
- Understand how to develop their personal performance through delivering customer service, including identifying opportunities for growth and improvement.
Develop your own and others' customer service skillsReal unit · The Institute of the Motor Industry
You'll develop their own customer service skills and plan and deliver coaching to others. The unit emphasises reflection, practical application, and continuous improvement in customer service performance.
What you'll be able to do
- Develop their own customer service skills through reflection and practical application
- Plan the coaching of others in customer service, taking into account individual needs and learning styles
- Coach others in customer service, providing constructive feedback and support
- Understand how to develop their own and others’ customer service skills, including identifying areas for improvement and accessing relevant training and resources
Develop your own customer service skills through self-studyReal unit · The Institute of the Motor Industry
You'll develop their own customer service skills through self-study. The unit covers identifying relevant principles, locating resources, utilising self-development methods, and setting goals to enhance knowledge and expertise.
What you'll be able to do
- Identify and find appropriate ways to learn more about customer service principles and their specific job role requirements
- Use a variety of sources of self-development to extend their customer service skills and knowledge, including online resources, books, and mentoring
- Effectively develop their own customer service skills through self-study, setting goals and monitoring progress
Do your job in a customer friendly wayReal unit · The Institute of the Motor Industry
It teaches you to perform their job duties in a customer-friendly manner. You'll demonstrate appropriate behaviour and communication skills that contribute to positive customer experiences.
What you'll be able to do
- Perform job duties in a customer-friendly manner to ensure positive customer experiences
- Perform job duties in a customer-friendly manner, demonstrating appropriate behaviour and communication skills
Follow the rules to deliver customer serviceReal unit · The Institute of the Motor Industry
You'll understand and follow their organisation's customer service practices and procedures. The unit emphasises adherence to rules, regulations, and policies essential for delivering consistent and compliant customer service.
What you'll be able to do
- Follow their organisation’s customer service practices and procedures in accordance with established guidelines
- Follow the rules and regulations to deliver effective customer service
Gather, analyse and interpret customer feedbackReal unit · The Institute of the Motor Industry
It teaches you to plan, gather, analyse, and interpret customer feedback using suitable methods. You'll understand how to collect feedback fairly and accurately, identify key themes, and use insights to inform customer service improvements.
What you'll be able to do
- Plan to gather customer feedback.
- Gather customer feedback.
- Analyse and interpret customer feedback.
- Understand how to gather, analyse and interpret customer feedback.
Give customers a positive impression of yourself and your organisation.Real unit · The Institute of the Motor Industry
This unit equips learners with skills to create a positive impression of themselves and their organisation by establishing rapport, responding appropriately to customer needs, and communicating information clearly. You'll develop techniques to handle enquiries and complaints professionally.
What you'll be able to do
- Establish rapport with customers.
- Respond appropriately to customers.
- Communicate information to customers.
- Understand how to give customers a positive impression of themselves and the organisation.
Go the extra mile in customer serviceReal unit · The Institute of the Motor Industry
You'll distinguish between routine service standards and going the extra mile in customer service. The unit covers evaluating the feasibility of extra mile ideas and implementing them to enhance customer satisfaction within organisational policies.
What you'll be able to do
- Distinguish between routine service standards and the concept of going the extra mile in customer service
- Check that your extra mile ideas are feasible and align with organisational policies and resources
- Go the extra mile to provide exceptional customer service and create positive customer experiences
- Go the extra mile in customer service to enhance customer loyalty and satisfaction
Improve the customer relationshipReal unit · The Institute of the Motor Industry
It teaches you to improve customer relationships through effective communication, balancing customer and organisational needs, and exceeding expectations. You'll develop active listening, empathy, and adaptable communication techniques to strengthen customer loyalty.
What you'll be able to do
- Improve communication with their customers by using appropriate methods and techniques
- Balance the needs of their customer and their organisation effectively, finding mutually beneficial solutions
- Exceed customer expectations where possible to develop the relationship and build customer loyalty
- Understand how to improve the customer relationship through proactive communication, problem-solving, and excellent service
Lead a team to improve customer serviceReal unit · The Institute of the Motor Industry
It teaches you to lead a team to improve customer service by planning and organising team tasks, providing support to team members, and reviewing their performance. You'll learn to allocate resources effectively and set measurable objectives to enhance customer service delivery.
What you'll be able to do
- Plan and organise the work of a team to improve customer service, setting clear objectives and allocating resources effectively
- Provide support for team members, offering guidance, encouragement, and addressing any challenges they may face
- Review performance of team members, providing feedback and identifying areas for development in relation to customer service
- Understand how to lead a team to improve customer service, including motivation, communication, and conflict resolution techniques
Live up to the customer service promiseReal unit · The Institute of the Motor Industry
It teaches you to understand and consistently deliver the customer service promise. You'll explain its significance within the organisation and demonstrate how to meet customer expectations aligned with organisational goals.
What you'll be able to do
- Understand and explain the importance of the customer service promise within the organisation
- Produce customer satisfaction by consistently delivering on the customer service promise
- Live up to the customer service promise and exceed customer expectations
Maintain a positive and customer-friendly attitudeReal unit · The Institute of the Motor Industry
It teaches you to demonstrate a positive and customer-friendly attitude by showing professionalism, commitment to customer satisfaction, active listening, empathy, and maintaining a positive demeanour during customer interactions.
What you'll be able to do
- Show the right attitude for customer service by demonstrating professionalism and a commitment to customer satisfaction
- Show appropriate and positive behaviours to customers, including active listening, empathy, and clear communication
- Maintain a positive and customer-friendly attitude, even in challenging situations, to ensure a positive customer experience
Maintain customer service through effective handoverReal unit · The Institute of the Motor Industry
You'll learn to maintain customer service continuity through effective handover and teamwork. The unit covers agreeing joint responsibilities, monitoring service actions, and collabourating to resolve issues within the customer service team.
What you'll be able to do
- Agree clearly defined joint responsibilities within a customer service team, ensuring effective collaboration and communication
- Check that customer service actions are seen through to completion by working together effectively with colleagues, monitoring progress and addressing any issues
- Understand how to maintain consistent and high-quality customer service through effective handover processes and teamwork
Make customer service personalReal unit · The Institute of the Motor Industry
It teaches you to personalise customer service by recognising opportunities to treat customers as individuals and adapting communication accordingly. You'll learn to identify customer needs and preferences, fostering respectful and empathetic interactions.
What you'll be able to do
- Identify opportunities for making customer service personal.
- Treat each customer as an individual.
- Know and understand how to make customer service personal.
Make telephone calls to customersReal unit · The Institute of the Motor Industry
This unit equips learners with the skills to plan and conduct effective telephone calls to customers. You'll learn to define call objectives, prepare resources, use communication systems, and apply best practices in telephone customer service.
What you'll be able to do
- Plan telephone calls to customers effectively, defining objectives and preparing relevant information
- Use communication systems effectively to make and manage telephone calls
- Make focussed telephone calls to customers, achieving the intended objectives
- Demonstrate knowledge of best practices for making telephone calls to customers, including communication techniques and customer service standards
Monitor and solve customer service problemsReal unit · The Institute of the Motor Industry
This unit equips learners with skills to monitor and solve customer service problems by addressing immediate issues, identifying repeated problems through data analysis, and implementing actions to prevent recurrence, alongside understanding problem-solving techniques.
What you'll be able to do
- Solve immediate customer service problems effectively and efficiently, providing appropriate solutions and support.
- Identify repeated customer service problems and options for solving them, analysing data and trends to identify root causes.
- Take action to avoid the repetition of customer service problems, implementing preventative measures and improving processes.
- Understand how to monitor and solve customer service problems, including problem-solving techniques and customer service principles.
Monitor the quality of customer service transactionsReal unit · The Institute of the Motor Industry
You'll develop the ability to monitor the quality of customer service transactions by preparing monitoring plans, using appropriate methods, and recording observations accurately. This unit includes providing constructive feedback to improve customer service standards.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions.
- Monitor the quality of customer service transactions.
- Give feedback on the quality of customer service transactions.
- Understand how to monitor the quality of customer service transactions.
Organise the delivery of reliable customer serviceReal unit · The Institute of the Motor Industry
You'll gain skills to plan and organise the delivery of reliable customer service by developing plans aligned with organisational procedures, organising resources, reviewing service delivery, and using recording systems to maintain quality.
What you'll be able to do
- Plan and organise the delivery of reliable customer service in accordance with organisational procedures
- Review and maintain customer service delivery to ensure consistent quality and efficiency
- Use recording systems accurately and effectively to maintain reliable customer service records
- Understand how to organise the delivery of reliable customer service, including resource allocation and team management
Organise the promotion of additional services or products to customersReal unit · The Institute of the Motor Industry
This unit covers how to organise the promotion of additional services or products by presenting offers persuasively, organising support for customers, and monitoring promotional activities. You'll gain skills to encourage customer uptake and evaluate the effectiveness of promotional efforts.
What you'll be able to do
- Offer additional services or products to customers in a clear and persuasive manner
- Organise support to promote the use of additional services or products, ensuring that customers have access to the information and assistance they need
- Monitor the promotion of additional services or products, tracking results and making adjustments as necessary
- Understand how to organise and promote services or products to customers, including marketing techniques and customer relationship management strategies
Process customer service complaintsReal unit · The Institute of the Motor Industry
You'll gain skills to recognise early signs of customer complaints and intervene proactively. The unit covers effective complaint handling, communication, and adherence to established procedures.
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint to enable proactive intervention
- Deal with a complaint effectively by following established procedures and demonstrating empathy
- Understand how to process customer service complaints according to organisational policies and regulatory requirements
Process information about customersReal unit · The Institute of the Motor Industry
This unit covers the accurate and efficient processing of customer information. You'll learn to collect, select, retrieve, and supply customer data while understanding data protection requirements and appropriate handling procedures.
What you'll be able to do
- Collect information about customers accurately and efficiently
- Select and retrieve relevant information about customers from appropriate sources
- Supply information about customers clearly and effectively to authorised personnel
- Demonstrate understanding of the processes involved in handling and processing customer information, including data protection requirements
Promote additional services or products to customersReal unit · The Institute of the Motor Industry
You'll gain skills to promote additional services or products by identifying suitable offers, informing customers clearly, and using persuasive language to gain commitment. This unit emphasises ethical promotion aligned with customer needs and preferences.
What you'll be able to do
- Identify additional services or products that are available and relevant to the customer's needs
- Inform customers clearly and accurately about additional services or products, highlighting their benefits
- Gain customer commitment to using additional services or products through effective communication and persuasion
- Understand how to promote additional services or products to customers in an ethical and professional manner
Promote continuous improvementReal unit · The Institute of the Motor Industry
You'll learn to promote continuous improvement in customer service by gathering and analysing customer feedback, planning and implementing changes, and reviewing their impact. This unit emphasises the use of feedback to enhance service quality continually.
What you'll be able to do
- Plan improvements in customer service based on customer feedback to enhance the customer experience.
- Implement changes in customer service to address identified areas for improvement.
- Review changes to promote continuous improvement and ensure ongoing effectiveness.
- Understand how to promote continuous improvement in customer service through feedback, analysis, and implementation of changes.
Recognise and deal with customer queries, requests and problemsReal unit · The Institute of the Motor Industry
This unit develops learners' ability to recognise and professionally handle customer queries, requests, and problems. You'll apply effective communication and problem-solving skills to achieve prompt and satisfactory resolutions.
What you'll be able to do
- Recognise and deal effectively with customer queries and requests in a professional manner
- Recognise and deal effectively with customer problems, aiming for prompt and satisfactory resolutions
- Recognise and deal with customer queries, requests and problems, adhering to organisational procedures
Recognise diversity when delivering customer serviceReal unit · The Institute of the Motor Industry
You'll understand how to recognise diversity in customer service by respecting customers as individuals, promoting equality, adapting service to diverse needs, and ensuring fair and unbiased treatment for all customers.
What you'll be able to do
- Respect customers as individuals and promote equality in customer service, ensuring fair and unbiased treatment for all
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers, tailoring the approach to individual circumstances
- Understand how to recognise diversity when delivering customer service, including cultural awareness and sensitivity to individual needs
Resolve customer service problemsReal unit · The Institute of the Motor Industry
You'll learn to identify and assess customer service problems accurately. The unit focuses on selecting and implementing appropriate solutions while considering their impact on customers and the organisation.
What you'll be able to do
- Spot and identify customer service problems promptly and accurately
- Pick the best solution to resolve customer service problems, considering various options and their potential impact
- Take action to resolve customer service problems efficiently and effectively
- Resolve customer service problems, ensuring customer satisfaction and maintaining a positive brand image
Support customer service improvementsReal unit · The Institute of the Motor Industry
You'll support customer service improvements by using feedback to identify enhancement opportunities, implementing changes, and assisting in evaluating their effectiveness. This unit covers processes for analysing feedback data and communicating changes within the organisation.
What you'll be able to do
- Use feedback to identify potential customer service improvements.
- Implement changes in customer service.
- Assist with the evaluation of changes in customer service.
- Support customer service improvements.
Support customers using on-line customer servicesReal unit · The Institute of the Motor Industry
This unit equips learners to support customers using online services. You'll assess customer needs, communicate effectively in an online environment, and utilise relevant technologies to provide appropriate support.
What you'll be able to do
- Establish the type and level of support their customer needs to achieve effective on-line customer service
- Support on-line customer service through effective conversation with their customer
- Understand how to support customers using on-line services, including the different methods and technologies available
Support customers using self-service technologyReal unit · The Institute of the Motor Industry
You'll learn to support customers using self-service technology by identifying customer needs, assessing experience levels, and providing appropriate assistance. This unit covers troubleshooting common issues to ensure a positive self-service experience.
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology to provide appropriate support.
- Assist a customer using self-service technology to complete their task successfully.
- Understand how to support customers using self-service technology, including troubleshooting common issues and providing clear instructions.
Take details of customer service problemsReal unit · The Institute of the Motor Industry
This unit develops learners' ability to respond professionally to customers raising service problems, gather detailed information using effective questioning, and accurately pass details to appropriate colleagues. You'll learn to manage customer issues efficiently within agreed timescales.
What you'll be able to do
- Respond to customers who raise a problem in a timely and professional manner.
- Gather details from customers who raise a problem to fully understand the issue.
- Pass details of problems raised by customers to the colleague who can deal with them effectively.
- Demonstrate knowledge of how to take details of customer service problems accurately and efficiently.
Use customer service as a competitive toolReal unit · The Institute of the Motor Industry
This unit focuses on organising and delivering customer service to gain a competitive advantage. You'll understand how to meet or exceed customer expectations and differentiate their organisation through service excellence.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace
- Deliver a competitive service that meets or exceeds customer expectations and differentiates the organisation
- Understand how to use customer service as a competitive tool to attract and retain customers
Use questioning techniques when delivering customer serviceReal unit · The Institute of the Motor Industry
You'll learn to establish rapport and identify customer concerns using questioning techniques. The unit emphasises gathering detailed information to resolve issues and provide tailored customer service.
What you'll be able to do
- Establish rapport with customers to facilitate effective communication and build positive relationships
- Identify customer concerns accurately to understand their needs and expectations
- Seek detailed information from customers using appropriate questioning techniques to gather relevant data
- Understand how to use questioning techniques effectively when delivering customer service to resolve issues and provide solutions
Work with others to improve customer serviceReal unit · The Institute of the Motor Industry
You'll learn to work collabouratively to improve customer service by contributing to team efforts, sharing best practise, and monitoring both personal and team performance, while understanding effective communication and collabouration.
What you'll be able to do
- Improve customer service by working effectively with others, contributing to team efforts and sharing best practise.
- Monitor their own performance when improving customer service, identifying areas for development and seeking feedback.
- Monitor team performance when improving customer service, providing support and guidance to colleagues.
- Understand how to work with others to improve customer service, including communication, collaboration, and problem-solving skills.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Adapt your behaviour to give a good customer service impressionApply risk assessment to customer serviceBuddy a colleague to develop their customer service skillsBuild a customer service knowledge setCommunicate effectively with customersCommunicate using customer service languageDeal with customers across a language divideDeal with customers face to face
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
IMI Level 2 NVQ Certificate in Customer Service
- Assess the risks in customer service
- Communicate with Customers
- Deal with customer requirements using a range of contact methods
- Deal with customers
- Deal with customers across a language divide
- Deliver customer service in accordance with equality and diversity
- Deliver reliable customer service
- Develop Customer Relationships
Where this can lead
Customer Feedback Analyst
Your journey here is really what you make of it. We'll give you the tools and the opportunities, but your curiosity and drive will ultimately shape where you go. The customer's voice is only getting louder, and understanding it will always be a critical skill.
See the whole journey →Opens the roleCustomer Feedback AnalystOne of the jobs this qualification is a route intoSee the role →Opens the roleAssociate Customer Quality SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleHead of Customer SupportOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleDirector of Service Enablement & QualityOne of the jobs this qualification is a route intoSee the role →Opens the roleDirector of Service Recovery & AdvocacyOne of the jobs this qualification is a route intoSee the role →Opens the roleLead International Customer Transformation ManagerOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 20 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Assess the risks in customer serviceCommunicate with CustomersDeal with customer requirements using a range of contact methodsDeal with customersDeal with customers across a language divideDeliver customer service in accordance with equality and diversityDeliver reliable customer serviceDevelop Customer RelationshipsDevelop Positive Relationships with CustomersGive customers a positive impression of yourself and your organisationImprove customer relationships and servicesMaintain customer service through handover proceduresManage communications in a customer service environmentMonitor and solve customer service problemsMonitoring and Control of Relationship Management ActivitiesProcess information about customersProcess information for electoral identity cardsPromote additional services or products to customers+5 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
This unit develops learners' ability to adapt their behaviour to create a positive customer service impression by maintaining professional appearance and demeanour, using appropriate non-verbal communication, and building rapport with customers and colleagues.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for IMI Level 2 NVQ Certificate in Customer Service
49 units in this credential, in the order it lists them, awarded by The Institute of the Motor Industry.
- Adapt your behaviour to give a good customer service impression
- Apply risk assessment to customer service
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Communicate effectively with customers
- Communicate using customer service language
and 43 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.