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OCR Level 2 NVQ Certificate Customer Service

The OCR Level 2 NVQ (NQF) in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

It is suitable for candidates:

  • who have particular customer service and administrative job roles.
  • who are working in a customer service environment.
  • whose role is to provide service to customers

Course programme 

The two mandatory units are:

F1 communicate using customer service language

F2 follow the rules to deliver customer service

And optional units to a credit value of 20 (of which at least 11 credits must be at Level 2) and must include one from each group, the following units will be covered in your programme:

Impression and image

A3 communicate effectively with customers (level 2 value 5)

A5 Promote additional services or products to customers(level 2 value 6)


B1 Do your job in a customer-friendly way(level 1 value 5)

B6 Use questioning techniques when delivering customer service(level 2 value 4)

Handling problems

C3 resolve customer service problems (level 2 value 6)

C4 deliver customer service to difficult customers (level 2 value 6)

Development and improvement

D1 develop customer relationships(level 2 value 6)

D3 develop personal performance through delivering customer service (level 2 value 6)

Please contact us if you would like to arrange a bespoke training programme.


Phase  1 – 

Induction, definitions and your role.

F2,B1,D1, D3


Phase 2 –  

Communication skills

F1, B6


Phase 3- 

Going the extra mile….

A5,C3, C4


Phase 4- 

Portfolio production

D3 revisited

Price Per Person £1265


Places are limited so please register your interest as soon as possible or to find out more about any of the other courses on offer please contact us:           

e-mail: info@whiterosetraining.co.uk, or

Tel: 01920 466552

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