Customer Service Level 3 NVQ

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Overview:

The Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

It is suitable for candidates who:

can influence what happens at work
use the organisation’s rules and systems flexibly to deliver good service
question the way things are done and suggest improvements
have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
are aware of the commercial or other pressures facing the organisation/business

Objectives:

By the end of the programme, employees will benefit from:

A clearer understanding of their responsibility within their organisation
The opportunity to develop new skills
The recognition of existing skills

Employers will benefit from:

Improved staff performance and motivation
Improvements in the quality of service to customers
The opportunity to ensure levels of service are to national standard

Topics covered:

To achieve a full Level 3 NVQ in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.

Mandatory units

Understand customer service to improve service delivery
Know the rules to follow when developing customer service

Optional units

Theme: Impression and Image

Make customer service personal
Go the extra mile in customer service
Deal with customers in writing or using ICT
Use customer service as a competitive tool
Organise the promotion of services or products to customers

Theme: Delivery

Deliver customer service on your customer’s premises
Recognise diversity when delivering customer service
Deliver customer service using service partnerships
Organise the delivery of reliable customer service
Improve the customer relationship

Theme: Handling Problems

Monitor and solve customer service problems
Apply risk assessment to customer service
Process customer service complaints

Theme: Development and Improvement

Work with others to improve customer service
Promote continuous improvement in customer service
Develop your own and others’ customer service skills
Lead a team to improve customer service
Gather, analyse and interpret customer feedback

Duration: 9-12 months
Price: £1,200 +VAT per delegate

For more information
please contact us on
029 20 491 491