How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City and Guilds of London Institute has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City and Guilds of London Institute awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City and Guilds of London Institute.
The Level 2 NVQ Certificate in Customer Service aims to build on and recognize good practice in customer service across various industries, enhancing effective communication and service delivery.
These are the units City and Guilds of London Institute 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. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with City and Guilds of London Institute. It does the teaching and the mapping. City and Guilds of London Institute sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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What each unit actually teaches you to do
Apply risk assessment to customer service Real unit · City and Guilds of London Institute
What you'll be able to do
- Conduct risk assessments to enhance customer service safety and quality.
Communicate effectively with customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Communicate using customer service language Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify customers and their characteristics and expectations
- Identify their organisation’s services and products
- Communicate using customer service language
Deal with customers using bespoke software Real unit · City and Guilds of London Institute
What you'll be able to do
- Utilise software applications to assist customers seamlessly.
Deliver customer service using service partnerships Real unit · City and Guilds of London Institute
What you'll be able to do
- Coordinate with service partners to deliver quality customer service.
Follow the rules to deliver customer service Real unit · City and Guilds of London Institute
What you'll be able to do
- Follow their organisation’s customer service practices and procedures
- Follow the rules to deliver customer service
Gather, analyse and interpret customer feedback Real unit · City and Guilds of London Institute
What you'll be able to do
- Effectively gather and analyse customer feedback methods.
Give customers a positive impression of yourself and your organisation Real unit · City and Guilds of London Institute
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
Lead a team to improve customer service Real unit · City and Guilds of London Institute
What you'll be able to do
- Lead and motivate a team to improve service delivery standards.
Maintain a positive and customer-friendly attitude Real unit · City and Guilds of London Institute
What you'll be able to do
- Demonstrate a positive approach towards customer interaction.
Monitor and solve customer service problems Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify and address common customer service issues.
Promote additional services or products to customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify opportunities for upselling during customer interactions.
Promote additional services or products to customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify additional services or products available
- Inform customers about additional services or products
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by City and Guilds of London Institute rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Apply risk assessment to customer serviceCommunicate effectively with customersCommunicate using customer service languageDeal with customers using bespoke softwareDeliver customer service using service partnershipsFollow the rules to deliver customer serviceGather, analyse and interpret customer feedbackGive customers a positive impression of yourself and your organisation
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Draft the real one Create
You do “Apply risk assessment to customer service” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Map a live decision Analyse
“Monitor and solve customer service problems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
- Lead it Apply
“Lead a team to improve customer service” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Apply risk assessment to customer service, one of this qualification's own units.
Applied to your own work
This unit involves assessing risks associated with customer service delivery.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 2 NVQ Certificate in Customer Service
12 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Apply risk assessment to customer service
- Communicate effectively with customers
- Communicate using customer service language
- Deal with customers using bespoke software
- Deliver customer service using service partnerships
- Follow the rules to deliver customer service
and 6 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.