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Customer Service – S/NVQ Level 5

Here's what you'll have to do

  • SVQ 2Customer Service at SCQF Level 5 (Candidates must complete 7 units to achieve this qualification)


Mandatory Units

Candidates must complete the following Units:

Communicate Using Customer Service Language

  • Identify customers and their characteristics and expectations
  • Identify your organisation's services and products

Follow the Rules to Deliver Customer Service

  • Follow your organisation's customer service practices and procedures
  • Follow legislation and external regulation that relate to customer service


Optional Units

Candidates must complete seven of the following Units: (Candidates must take one unit from Group B, C, D and E. A further unit can be selected from any of Groups B, C, D or E)

Group B

Communicate Effectively with Customers

Give Customers a Positive Impression of Yourself and Your Organisation

  • Establish rapport with customers
  • Respond appropriately to customers
  • Communicate information to customers

Promote Additional Services or Products to Customers

  • Identify additional services or products that are available
  • Inform customers about additional services or products
  • Gain customer commitment to using additional services or products

Process Information about Customers

  • Collect information about customers
  • Select and retrieve information about customers

Live Up to the Customer Service Promise

  • Understand and explain the customer service promise
  • Produce customer satisfaction by delivering the customer service promise

Make Customer Service Personal

  • Identify opportunities for making customer service personal
  • Treat your customer as an individual

Go the Extra Mile in Customer Service

  • Distinguish between routine service standards and going the extra mile
  • Check that your extra mile ideas are feasible
  • Go the extra mile

Deal with Customers Face-to-Face

  • Communicate effectively with your customer
  • Improve the rapport with your customer through body language

Deal with Incoming Telephone Calls from Customers

  • Use communication systems effectively
  • Establish rapport with customers who are calling
  • Deal effectively with customer questions and requests

Make Telephone Calls to Customers

  • Plan your calls effectively
  • Use communication systems effectively
  • Make focused calls to your customer

Group C

Deliver Reliable Customer Service

  • Prepare to deal with your customers
  • Give consistent service to customers
  • Check customer service delivery

Deliver Customer Service on Your Customers' Premises

  • Establish a rapport with your customer
  • Combine customer service with your other skills and expertise

Recognise Diversity when Delivering Customer Service

  • Respect customers as individuals and promote equality in customer service
  • Adapt customer service to recognise the different needs and expectations of diverse groups of customers

Deal with Customers Across a Language Divide

  • Prepare to deal with customers with a different first language
  • Deal with customers who speak a different first language to your own

Use Questioning Techniques When Delivering Customer Service

  • Establish rapport and identify customer concerns
  • Seek detailed information from customers using questioning techniques

Deal with Customers Using Bespoke Software

  • Prepare to deliver customer service using bespoke software
  • Deliver customer service using bespoke software

Maintain Customer Service Through Effective Hand Over

  • Agree joint responsibilities in a customer service team
  • Check that customer service actions are seen through by working together with colleague

Group D

Resolve Customer Service Problems

  • Spot customer service problems
  • Pick the best solution to resolve customer service problems
  • Take action to resolve customer service problems

Deliver Customer Service to Difficult Customers

  • Recognise when customers may be difficult to deal with
  • Deal with difficult customers

Monitor and Solve Customer Service Problems

  • Solve immediate customer service problems
  • Identify repeated customer service problems and options for solving them
  • Take action to avoid the repetition of customer service problems

Apply Risk Assessment to Customer Service

  • Analyse customer service processes for risk
  • Assess customer service risks and take appropriate actions

Process Customer Service Complaints

  • Recognise the signs that a query or problem is about to produce a complaint
  • Deal with a complaint effectively

Group E

Develop Customer Relationships

  • Build your customer's confidence that the service you give will be excellent
  • Meet the expectations of your customers
  • Develop the long-term relationship between your customer and your organisation

Support Customer Service Improvements

  • Use feedback to identify potential customer service improvements
  • Implement changes in customer service
  • Assist with the evaluation of changes in customer service

Develop Personal Performance Through Delivering Customer Service

  • Review performance in your customer service role
  • Prepare a personal development plan and keep it up to date
  • Undertake development activities and obtain feedback on your customer service performance

Support Customers Using On-line Customer Services

  • Establish the type and level of support your customer needs to achieve on-line customer service
  • Support on-line customer service in conversation with your customer

Buddy a Colleague to Develop Their Customer Service Skills

  • Plan and prepare to buddy a colleague
  • Support your buddy colleague on the job
  • Provide buddy support off the job

Develop Your Own Customer Service Skills Through Self-study

  • Find ways to learn more about customer service and your job
  • Use sources of self-development to extend your customer service skills and knowledge

Support Customers Using Self-service Technology

  • Identify the type of help needed by a customer using self-service technology
  • Assist a customer using self-service technology

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