How you’d get it
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 Focus Awards Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Focus Awards Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Focus Awards Limited.
01What it is
This Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is aimed at individuals working in customer service roles. Learners develop skills in areas such as promoting additional services, handling complaints, and communicating effectively with customers through various channels.
These are the units Focus Awards Limited 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 Focus Awards Limited. It does the teaching and the mapping. Focus Awards Limited 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.
No card · Nothing to commit to
02The units
What each unit actually teaches you to do
Adapt your behaviour to give a good customer service impression Real unit · Focus Awards Limited
This unit focuses on adapting behaviour to create a positive customer service impression. You'll develop professional appearance, effective communication, and relationship-building skills tailored to different customer and colleague interactions.
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 service Real unit · Focus Awards Limited
This unit provides learners with the ability to apply risk assessment principles to customer service processes. You'll identify, analyse, prioritise risks, and implement mitigation actions to enhance service reliability and compliance.
What you'll be able to do
- Analyse customer service processes to identify potential risks
- Assess customer service risks and take appropriate actions to mitigate them
- Understand how to apply risk assessment principles to customer service operations
Buddy a colleague to develop their customer service skills Real unit · Focus Awards Limited
You'll develop the ability to plan and provide support to a colleague to enhance their customer service skills. The unit covers both on-the-job and off-the-job buddying, including setting objectives and offering constructive feedback.
What you'll be able to do
- Plan and prepare to buddy a colleague, establishing clear objectives and expectations
- Support their buddy colleague on the job, providing guidance and practical assistance
- Provide buddy support off the job, offering advice, feedback, and encouragement
- Understand how to buddy a colleague to develop their customer service skills, promoting best practice and continuous improvement
Build a customer service knowledge set Real unit · Focus Awards Limited
You'll gain skills to build and utilise a customer service knowledge base. The unit covers recording customer queries, developing responses, navigating information resources, and escalating complex issues appropriately.
What you'll be able to do
- Input details of customer queries and requests and develop appropriate responses
- Use a customer service knowledge base to effectively address customer needs
- Understand how to build and maintain a customer service knowledge set
Communicate effectively with customers Real unit · Focus Awards Limited
You'll develop effective communication skills for customer interactions. The unit covers clear language use, appropriate tone and body language, active listening, and selecting suitable communication methods to meet customer needs.
What you'll be able to do
- Communicate effectively with customers using appropriate methods
- Understand how to communicate effectively with customers in different situations
Communicate using customer service language Real unit · Focus Awards Limited
It teaches you to identify different customer types and their expectations, understand their organisation’s products and services, and communicate using appropriate customer service language and techniques.
What you'll be able to do
- Identify different types of customers, their individual characteristics, and their specific expectations.
- Identify the range of services and products offered by their organisation.
- Communicate effectively with customers using appropriate customer service language and communication techniques.
Deal with customers across a language divide Real unit · Focus Awards Limited
You'll gain skills to communicate effectively with customers who speak a different first language. The unit covers preparing for communication barriers, using appropriate techniques, and ensuring clear interaction across language divides.
What you'll be able to do
- Prepare to deal with customers who have a different first language, considering potential communication barriers
- Deal effectively with customers who speak a different first language, using appropriate communication techniques
- Deal with customers across a language divide, ensuring clear and effective communication
Deal with customers face to face Real unit · Focus Awards Limited
You'll develop skills in face-to-face communication with customers, including verbal techniques and positive body language. The unit focuses on building rapport and responding to customer needs to provide professional and effective customer service.
What you'll be able to do
- Communicate effectively with customers in face-to-face interactions
- Improve rapport with customers through the effective use of positive body language and non-verbal cues
- Understand the key principles and techniques involved in dealing with customers face to face in a professional manner
Deal with customers in writing or electronically Real unit · Focus Awards Limited
This unit equips learners to communicate with customers through written and electronic means. You'll plan, compose, and handle communications ensuring clarity, accuracy, and adherence to organisational procedures.
What you'll be able to do
- Use written or electronic communication effectively to convey information
- Plan and send effective written or electronic communications, ensuring clarity and accuracy
- Handle incoming written or electronic communications effectively, responding appropriately and in a timely manner
- Deal with customers in writing or electronically, adhering to organisational procedures and customer service standards
Deal with customers using bespoke software Real unit · Focus Awards Limited
You'll develop competence in delivering customer service using bespoke software. The unit includes preparing software for use, processing customer requests efficiently, recording interactions accurately, and ensuring system functionality.
What you'll be able to do
- Prepare to deliver customer service using bespoke software applications
- Deliver customer service effectively and efficiently using bespoke software
- Understand how to deal with customers effectively when using bespoke software systems
Deal with incoming telephone calls from customers Real unit · Focus Awards Limited
This unit covers effective handling of incoming telephone calls from customers, including the use of communication systems and establishing rapport. You'll learn to manage calls professionally, address customer questions, and build trust and confidence over the phone.
What you'll be able to do
- Use communication systems effectively to manage incoming telephone calls from customers
- Establish rapport with customers who are calling via telephone
- Deal effectively with customer questions and requests received via telephone
- Deal with incoming telephone calls from customers in a professional and efficient manner
Deliver customer service on your customer’s premises Real unit · Focus Awards Limited
It teaches you to deliver customer service on a customer's premises by establishing rapport and integrating service skills with other expertise. You'll understand the importance of a positive first impression and effective communication in this context.
What you'll be able to do
- Establish a rapport with customers when delivering customer service on their premises
- Combine customer service skills with other skills and expertise when working on a customer's premises
- Deliver customer service effectively and professionally on the customer’s premises
Deliver customer service to difficult customers Real unit · Focus Awards Limited
It teaches you to recognise and manage interactions with difficult customers. You'll apply communication and conflict resolution techniques to de-escalate situations while maintaining professionalism.
What you'll be able to do
- Recognise when customers may be difficult to deal with, identifying potential triggers and indicators of challenging behaviour.
- Deal with difficult customers, using appropriate communication and conflict resolution techniques.
- Understand how to deliver customer service to difficult customers, including relevant policies, procedures and legal considerations.
Deliver customer service using service partnerships Real unit · Focus Awards Limited
You'll develop the ability to work effectively within a customer service chain and build positive relationships with partners. This unit covers understanding the impact of actions on the customer experience and identifying potential points of failure in service partnerships.
What you'll be able to do
- Work effectively within a customer service chain to ensure a positive customer experience
- Build and nurture positive relationships with individuals and organisations within a customer service chain
- Understand the processes and considerations involved in delivering customer service using service partnerships
Deliver reliable customer service Real unit · Focus Awards Limited
This unit teaches learners how to deliver reliable customer service by preparing appropriately and providing consistent, courteous service. You'll monitor service delivery against standards and seek customer feedback to ensure quality and professionalism.
What you'll be able to do
- Prepare to deal with customers in a professional and courteous manner
- Give consistent service to customers, adhering to organisational standards
- Check customer service delivery to ensure it meets required standards and customer expectations
- Deliver reliable customer service, demonstrating effective communication and problem-solving skills
Develop customer relationships Real unit · Focus Awards Limited
You'll learn to build customer confidence through consistent service delivery. The unit focuses on meeting customer expectations, identifying needs, and fostering long-term relationships between customers and organisations.
What you'll be able to do
- Build customer confidence by providing a consistently excellent service
- Meet the expectations of customers by understanding their needs and providing appropriate solutions
- Develop the long-term relationship between the customer and the organisation through effective communication and service
- Develop customer relationships through proactive engagement and relationship management techniques
Develop personal performance through delivering customer service Real unit · Focus Awards Limited
You'll learn to review their customer service performance and create a personal development plan. This unit covers setting SMART goals, undertaking development activities, and using feedback to improve personal effectiveness in customer service roles.
What you'll be able to do
- Review personal performance in a customer service role, identifying strengths and areas for improvement
- Prepare a personal development plan and keep it up to date, outlining specific goals and actions
- Undertake development activities and obtain feedback on customer service performance to improve skills and knowledge
- Understand how to develop personal performance through delivering excellent customer service
Develop your own and others' customer service skills Real unit · Focus Awards Limited
You'll develop their own customer service skills and plan coaching activities for others. The unit covers setting development goals, implementing coaching strategies, and understanding principles of customer service improvement.
What you'll be able to do
- Develop their own customer service skills in a professional context
- Plan the coaching activities for others to improve their customer service skills
- Coach others effectively in customer service techniques and best practices
- Understand the principles and methods involved in developing customer service skills, both for themselves and for others within the organisation
Develop your own customer service skills through self-study Real unit · Focus Awards Limited
It teaches you to enhance their customer service skills through self-study. You'll identify relevant learning resources, utilise various self-development methods, and understand how to extend their knowledge independently.
What you'll be able to do
- Identify and find suitable ways to learn more about customer service principles and their specific job role requirements
- Utilise various sources of self-development to extend their customer service skills and knowledge base
- Know and understand the processes involved in developing their own customer service skills through self-study methods
Do your job in a customer friendly way Real unit · Focus Awards Limited
This unit focuses on performing job roles in a customer-friendly manner. You'll demonstrate positive attitudes, appropriate behaviour, and prompt responses to customer requests, recognising the importance of customer service in the workplace.
What you'll be able to do
- Do their job in a customer friendly way, demonstrating positive behaviour and a helpful attitude
- Do their job in a customer-friendly way, understanding the importance of customer service and its impact on the organisation
Follow the rules to deliver customer service Real unit · Focus Awards Limited
You'll understand and consistently apply their organisation's customer service practices and procedures. The unit also covers adherence to relevant rules, regulations, and guidelines in delivering customer service.
What you'll be able to do
- Follow the organisation’s established customer service practices and procedures consistently and accurately.
- Adhere to relevant rules, regulations, and guidelines when delivering customer service.
Gather, analyse and interpret customer feedback Real unit · Focus Awards Limited
This unit covers planning and executing the gathering of customer feedback using appropriate methods and resources. You'll analyse and interpret feedback data to identify trends and improve service quality, understanding the overall process of effective customer feedback management.
What you'll be able to do
- Plan the process for gathering customer feedback effectively and efficiently
- Gather customer feedback using appropriate methods and tools
- Analyse and interpret customer feedback data to identify trends and areas for improvement
- Understand the methodologies and importance of gathering, analysing, and interpreting customer feedback for service enhancement
Give customers a positive impression of yourself and your organisation. Real unit · Focus Awards Limited
You'll learn to create a positive impression of themselves and their organisation. The unit covers establishing rapport, responding appropriately to enquiries and complaints, and communicating information effectively.
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 service Real unit · Focus Awards Limited
You'll distinguish between routine service standards and going the extra mile for customers. The unit includes evaluating the feasibility and appropriateness of extra mile actions to enhance customer experience.
What you'll be able to do
- Distinguish between routine service standards and going the extra mile for customers
- Check that your extra mile ideas are feasible and appropriate for the situation
- Go the extra mile to provide excellent customer service
- Go the extra mile in customer service to enhance customer experience
Improve the customer relationship Real unit · Focus Awards Limited
This unit focuses on improving customer relationships through effective communication and balancing customer and organisational needs. You'll apply strategies to exceed expectations and resolve issues in line with organisational policies.
What you'll be able to do
- Improve communication with customers to build rapport and trust
- Balance the needs of the customer and the organisation when resolving issues
- Exceed customer expectations to develop and strengthen the customer relationship
- Understand how to improve the customer relationship through proactive and reactive strategies
Lead a team to improve customer service Real unit · Focus Awards Limited
You'll develop leadership skills to plan, organise, and support a team in improving customer service. The unit covers setting objectives, allocating tasks, reviewing performance, and motivating team members.
What you'll be able to do
- Plan and organise the work of a team, setting clear objectives and allocating tasks effectively.
- Provide support for team members, offering guidance, encouragement and resources as needed.
- Review performance of team members, providing constructive feedback and identifying areas for development.
- Understand how to lead a team to improve customer service, including strategies for motivation, communication and problem-solving.
Live up to the customer service promise Real unit · Focus Awards Limited
This unit provides learners with an understanding of an organisation's customer service promise and how to deliver it consistently. You'll monitor customer satisfaction and take action to maintain and improve service standards.
What you'll be able to do
- Understand and explain the customer service promise of the organisation
- Produce customer satisfaction by consistently delivering the customer service promise
- Live up to the customer service promise and exceed customer expectations
Maintain a positive and customer-friendly attitude Real unit · Focus Awards Limited
You'll demonstrate and maintain a positive and customer-friendly attitude in all interactions. The unit covers exhibiting appropriate behaviours, using positive language, and creating a welcoming and empathetic customer experience.
What you'll be able to do
- Demonstrate the appropriate attitude required for providing excellent customer service
- Exhibit appropriate and positive behaviours when interacting with customers in various situations
- Know and understand how to maintain a positive and customer-friendly attitude in all customer interactions
Maintain customer service through effective handover Real unit · Focus Awards Limited
You'll explore how to maintain customer service through effective handover by agreeing joint responsibilities within a team. The unit covers collabouration techniques to ensure customer service actions are completed seamlessly and the importance of clear communication during handover.
What you'll be able to do
- Agree joint responsibilities within a customer service team to ensure effective collaboration
- Check that customer service actions are completed by working effectively with colleagues
- Understand the methods used to maintain customer service through effective handover procedures
Make customer service personal Real unit · Focus Awards Limited
It teaches you to personalise customer service by recognising individual customer needs and adapting communication accordingly. You'll identify opportunities to tailor interactions and use customer history to enhance the personalisation of service.
What you'll be able to do
- Identify opportunities to personalise customer service interactions
- Treat each customer as an individual, recognising their specific needs and preferences
- Know and understand the principles of making customer service personal to enhance customer satisfaction
Make telephone calls to customers Real unit · Focus Awards Limited
You'll learn to plan and conduct telephone calls to customers effectively. The unit includes preparing relevant information, using communication systems correctly, and maintaining professionalism throughout calls.
What you'll be able to do
- Plan telephone calls effectively, identifying the purpose of the call and preparing relevant information.
- Use communication systems effectively, ensuring correct operation and adherence to organisational procedures.
- Make focussed calls to customers, maintaining a professional and courteous manner throughout the interaction.
- Make telephone calls to customers, including techniques for building rapport and resolving issues.
Monitor and solve customer service problems Real unit · Focus Awards Limited
It teaches you to identify and resolve immediate and recurring customer service problems. You'll evaluate solutions and implement actions to prevent problem recurrence, enhancing overall customer service effectiveness.
What you'll be able to do
- Solve immediate customer service problems, providing appropriate solutions and support
- Identify repeated customer service problems and evaluate options for solving them, considering the impact on the organisation and customers
- Take action to avoid the repetition of customer service problems, implementing preventative measures and improvements
- Understand how to monitor and solve customer service problems, using appropriate tools and techniques
Monitor the quality of customer service transactions Real unit · Focus Awards Limited
This unit equips learners to prepare for and monitor the quality of customer service transactions. You'll select appropriate monitoring methods, record findings, and provide constructive feedback to improve service quality.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions, ensuring all necessary resources and information are available.
- Monitor the quality of customer service transactions, using appropriate methods and tools.
- Give feedback on the quality of customer service transactions, providing constructive comments and suggestions for improvement.
- Understand how to monitor the quality of customer service transactions, including the relevant policies, procedures and regulations.
Organise the delivery of reliable customer service Real unit · Focus Awards Limited
You'll learn to plan, organise, and review the delivery of reliable customer service. This unit covers managing resources, using recording systems, and evaluating customer feedback to maintain consistent and dependable service in line with organisational procedures.
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
- Use recording systems accurately to maintain reliable customer service records
- Understand how to organise the delivery of reliable customer service to meet customer needs and expectations
Organise the promotion of additional services or products to customers Real unit · Focus Awards Limited
This unit covers organising the promotion of additional services or products to customers, including offering services professionally, organising support, and monitoring promotional activities. You'll tailor offers to meet individual customer needs.
What you'll be able to do
- Offer additional services or products to customers in a professional manner
- Organise support to promote the use of additional services or products effectively
- Monitor the promotion of additional services or products to track performance
- Understand how to organise the promotion of services or products to customers
- Understand how to promote services or products effectively to customers
Process customer service complaints Real unit · Focus Awards Limited
You'll learn to recognise signs of potential customer complaints and manage them effectively. The unit includes applying organisational procedures and active listening to resolve customer service issues.
What you'll be able to do
- Recognise the signs and indicators that a customer query or problem is likely to escalate into a formal complaint.
- Deal with a customer complaint effectively and efficiently, following organisational procedures.
- Understand the processes and procedures involved in handling and resolving customer service complaints within the organisation.
Process information about customers Real unit · Focus Awards Limited
You'll gain knowledge and skills to collect, select, retrieve, and supply customer information responsibly. The unit emphasises compliance with data protection regulations and confidentiality in processing customer data.
What you'll be able to do
- Collect information about customers using appropriate methods and in accordance with data protection regulations
- Select and retrieve information about customers from relevant systems and databases efficiently
- Supply information about customers to authorised personnel or systems, adhering to confidentiality policies
- Understand the procedures for processing customer service information, including recording, updating, and escalating issues
Promote additional services or products to customers Real unit · Focus Awards Limited
You'll identify additional services or products available to customers and learn how to inform and promote these effectively. The unit includes gaining customer commitment through tailored communication techniques.
What you'll be able to do
- Identify additional services or products that are available to customers
- Inform customers about additional services or products that may be of interest to them
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers effectively
Promote continuous improvement Real unit · Focus Awards Limited
It teaches you to plan, implement, and review customer service improvements based on feedback. You'll analyse feedback, manage change processes, and promote continuous improvement within customer service operations.
What you'll be able to do
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service to improve performance
- Review changes to customer service to promote continuous improvement
- Understand how to promote continuous improvement within a customer service environment
Recognise and deal with customer queries, requests and problems Real unit · Focus Awards Limited
This unit equips learners to recognise and respond to various customer queries, requests, and problems. You'll apply organisational procedures to provide accurate information and resolve issues efficiently and professionally.
What you'll be able to do
- Recognise and deal with customer queries and requests effectively
- Recognise and deal with customer problems in a professional manner
- Recognise and deal with customer queries, requests and problems in line with organisational procedures
Recognise diversity when delivering customer service Real unit · Focus Awards Limited
This unit focuses on respecting customer diversity and promoting equality in customer service. You'll adapt their communication and service approaches to meet the varied needs and expectations of diverse customer groups.
What you'll be able to do
- Respect all customers as individuals, promoting equality and inclusivity in all aspects of customer service delivery.
- Adapt customer service approaches to recognise and address the diverse needs and expectations of different customer groups.
- Understand the importance of recognising diversity and adapting customer service to meet the needs of all customers.
Resolve customer service problems Real unit · Focus Awards Limited
You'll develop the ability to identify customer service problems, select appropriate solutions, and take effective action to resolve issues. This unit covers problem identification, solution evaluation, and implementing resolutions in accordance with organisational policies.
What you'll be able to do
- Identify customer service problems promptly and accurately
- Select the most appropriate solution to resolve customer service problems based on the situation
- Take action to resolve customer service problems efficiently and effectively
- Resolve customer service problems in line with organisational policies and procedures
Support customer service improvements Real unit · Focus Awards Limited
This unit covers the use of customer feedback to identify and implement improvements in customer service. You'll learn to analyse feedback, assist with change implementation, and support the evaluation of customer service enhancements within an organisation.
What you'll be able to do
- Use customer feedback to identify potential areas for customer service improvements
- Implement changes in customer service to address identified areas for improvement
- Assist with the evaluation of changes implemented in customer service to determine their effectiveness
- Support customer service improvements within an organisation
Support customers using on-line customer services Real unit · Focus Awards Limited
You'll assess customers' needs for online support and provide effective assistance during online interactions. The unit covers understanding digital litreacy levels, preferred support methods, and delivering clear guidance with empathy.
What you'll be able to do
- Establish the type and level of support that each customer requires to successfully access and utilise on-line customer services.
- Support customers effectively during on-line interactions, providing clear guidance and assistance.
- Understand the various methods and techniques for supporting customers who are using on-line customer services.
Support customers using self-service technology Real unit · Focus Awards Limited
This unit equips learners with the skills to support customers using self-service technology. You'll identify customer needs, provide appropriate assistance, and understand common difficulties to ensure effective support in technology-based customer service contexts.
What you'll be able to do
- Identify the type of help needed by a customer when they are using self-service technology
- Assist a customer in the effective use of self-service technology
- Understand the principles and methods involved in supporting customers using self-service technology
Take details of customer service problems Real unit · Focus Awards Limited
This unit teaches learners how to respond professionally to customers raising problems, gather detailed information, and pass this to the appropriate colleague. It emphasises effective communication, empathy, and following correct procedures when handling customer service issues.
What you'll be able to do
- Respond appropriately to customers who raise a problem, demonstrating empathy and professionalism
- Gather detailed information from customers who raise a problem, ensuring accurate and complete records
- Pass details of problems raised by customers to the appropriate colleague who can resolve the issue effectively
- Know the correct procedures for taking details of customer service problems
Use customer service as a competitive tool Real unit · Focus Awards Limited
You'll understand how to organise and deliver customer service to gain a competitive advantage. The unit covers analysing current service activities, planning improvements, and delivering a service that exceeds customer expectations to attract and retain customers.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace
- Deliver a competitive service that 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 service Real unit · Focus Awards Limited
You'll learn to use questioning techniques effectively in customer service. The unit covers establishing rapport, identifying customer concerns, and gathering detailed information through open and closed questions.
What you'll be able to do
- Establish rapport and identify customer concerns, creating a positive and professional interaction
- Seek detailed information from customers using questioning techniques, clarifying their needs and expectations
- Understand how to use questioning techniques when delivering customer service, adapting their approach to different customer situations
Work with others to improve customer service Real unit · Focus Awards Limited
This unit covers collabourative working to improve customer service. You'll monitor personal and team performance, communicate effectively with colleagues, and contribute to a positive team environment to enhance service delivery.
What you'll be able to do
- Improve customer service by working collaboratively with others
- Monitor their own performance when working with others to improve customer service, identifying areas for personal development
- Monitor team performance when working to improve customer service, providing feedback and support as needed
- Understand how to work effectively with others to improve customer service, including communication, teamwork, and problem-solving skills
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess the risks in customer service
- Standard
Deal with customers
- Standard
Deliver customer service in accordance with equality and diversity
- Standard
Deliver customer service within specified requirements
- Standard
Deliver reliable customer service
- Standard
Develop Customer Relationships
- Standard
Develop personal performance through delivering customer service
- Standard
Gather, analyse and interpret customer feedback
- Standard
Handle customer information to enhance customer service
- Standard
Improve customer relationships and services
- Standard
Manage communications in a customer service environment
- Standard
Provide customer support online
- Standard
Recognise Diversity When Delivering Customer Service
- Standard
Support and implement customer service improvements
- Standard
Use bespoke software for dealing with customers
- Standard
Use service partnerships for customer service delivery
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
- 2 records
- 1 record
- 1 record
Showing 6 roles, drawn from 71 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Complaints Specialist
This work can lead to a lead complaints analyst role, shaping how complaints are handled, or a complaints manager role, running the wider function.
See the whole journey05The credits
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by Focus Awards Limited 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
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 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 The Coach You have to open the conversation in “Deliver customer service to difficult customers”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Deliver customer service to difficult customers” 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.
- Bring your own plan Create
For “Promote continuous improvement” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- 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
“Gather, analyse and interpret customer feedback” 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.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
- Assess the risks in customer service
- Deal with customers
- Deliver customer service in accordance with equality and diversity
- Deliver customer service within specified requirements
- Deliver reliable customer service
- Develop Customer Relationships
- Develop personal performance through delivering customer service
- Gather, analyse and interpret customer feedback
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 Adapt your behaviour to give a good customer service impression, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit focuses on adapting behaviour to create a positive customer service impression. Learners will develop professional appearance, effective communication, and relationship-building skills tailored to different customer and colleague interactions.
How the thinking builds
- 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 Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
49 units in this credential, in the order it lists them, awarded by Focus Awards Limited.
- 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.
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.