This work offers full support for the latest NVQ/SVQ Level 2 Customer Service standards. Written to match the latest specification, this is the only book mapped specifically to the S/NVQ Level 2 and covers the two mandatory units and ten option units. Case studies give students the opportunity to analyse and discuss real-life situations and to practise their skills. 'Active knowledge' activities encourage students to draw upon experience in their own workplace as evidence for assessment.