Customer Service NOS unit titles
You can use these units as a guide to the content but they have now changed.
| Unit title | Level 1 |
Level 2 |
Level 3 |
Level 4 |
Unit 01 Prepare yourself to deliver good customer service |
Level 1 & 2 |
|||
| Unit 02(a) Maintain a positive and customer-friendly attitude | Level 1 |
|||
| Unit 02(b) Adapt your behaviour to make a good customer service impression | Level 1 |
|||
| Unit 03 Communicate effectively with customers | Level 1 |
|||
| Unit 04 Do your job in a customer-friendly way | Level 1 |
|||
| Unit 05 Provide customer service within the rules | Level 1 & 2 |
|||
| Unit 06 Recognise and deal with customer queries requests and problems |
Level 1 & 2 |
|||
Unit 07 Understand customer service to improve service delivery |
Level 3 & 4 |
|||
Unit 08 Know the rules to follow when developing customer service |
Level 3 & 4 |
|||
Unit 09 Give customers a positive impression of yourself and your organisation |
Level 2 |
|||
Unit 10 Promote additional services or products to customers |
Level 2 |
|||
Unit 11 Process customer service information |
Level 2 |
|||
| Unit 12 Live up to the customer service promise | Level 2 |
|||
Unit 13 Make customer service personal |
Level 2 & 3 |
|||
| Unit 14 Go the extra mile in customer service | Level 2 & 3 |
|||
Unit 15 Deal with customers in writing or using ICT |
Level 2 & 3 |
|||
Unit 16 Deal with customers face to face |
Level 2 |
|||
Unit 17 Deal with customers by telephone |
Level 2 |
|||
Unit 18 Use customer service as a competitive tool |
Level 3 & 4 |
|||
Unit 19 Organise the promotion of services or products to customers |
Level 3 |
|||
Unit 20 Champion customer service |
Level 4 |
|||
Unit 21 Deliver reliable customer service |
Level 2 |
|||
Unit 22 Deliver customer service on your customers premises |
Level 2 and 3 |
|||
| Unit 23 Recognise diversity when delivering customer service | Level 2 and 3 |
|||
Unit 24 Deliver customer service using service partnerships |
Level 3 |
|||
Unit 25 Organise the delivery of reliable customer service |
Level 3 |
|||
| Unit 26 Improve the customer relationship | Level 3 |
|||
Unit 27 Maintain and develop a healthy and safe customer service environment |
Level 4 |
|||
Unit 28 Plan, organise and control customer service operations |
Level 4 |
|||
Unit 29 Evaluate the quality of customer service |
Level 4 |
|||
| Unit 30 Build and maintain effective customer relations | Level 4 |
|||
Unit 31 Resolve customer service problems |
Level 2 |
|||
Unit 32 Monitor and solve customer service problems |
Level 3 |
|||
Unit 33 Apply risk assessment to customer service |
Level 3 & 4 |
|||
Unit 34 Process customer service complaints |
Level 3 |
|||
| Unit 35 Handle referred customer complaints | Level 4 |
|||
Unit 36 Develop customer relationships |
Level 2 |
|||
Unit 37 Support customer service improvements |
Level 2 |
|||
Unit 38 Develop personal performance through delivering customer service |
Level 2 |
|||
| Unit 39 Work with others to improve customer service | Level 3 |
|||
Unit 40 Promote continuous improvement in customer service |
Level 3 |
|||
Unit 41 Develop your own and others' customer service skills |
Level 3 |
|||
| Unit 42 Lead a team to improve customer service |
Level 3 & 4 |
|||
| Unit 43 Gather, analyse and interpret customer feedback | Level 3 |
|||
Unit 44 Implement quality improvements to customer service |
Level 4 |
|||
Unit 45 Plan and organise the development of customer service staff |
Level 4 |
|||
Unit 46 Develop a customer service strategy for an area |
Level 4 |
|||
Unit 47 Work as a member of a team to deliver seamless customer service |
Level 4 |
|||
| Unit 48 Manage a customer service award programme | Level 4 |
|||