Customer Service Level 4 NVQ

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Overview:

The Level 4 NVQ in Customer Service is aimed at candidates working in a senior role within an organisation that treats customer service as a priority.

The candidate does not have to be a line manager of other people or evenhave manager as part of the title; however they should hold a position that would allow them to influence decision making and shape how customer service is delivered inside or outside of the organisation.

It is suitable for candidates who:

have a role that is clearly linked to customer service, for example, customer service managers, customer service team leaders or people who have significant responsibility for operations, staff and other resources
who may have a general management type job that includes some aspects of customer service
are consultants or specialists who have responsibility for a particular aspect of the business which impacts directly on customer service, such as IT.

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 4 NVQ in Customer Service, candidates must achieve 9 units made up of 2 mandatory units and 7 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

Use customer service as a competitive tool
Champion Customer Service

Theme: Delivery

Maintain and develop a healthy and safe customer service environment
Plan, organise and control customer service operations
Evaluate the quality of customer service
Build and maintain effective customer relations

Theme: Handling Problems

Apply risk assessment to customer service
Handle referred customer complaints

Theme: Development and Improvement

Lead a team to improve customer service
Implement quality improvements to customer service
Plan and organise the development of customer service staff
Develop a customer service strategy for an area
Work as a member of a team to deliver seamless customer service
Manage a customer service award programme

Duration: 12-18 months
Price: £1,400 +VAT per delegate

For more information
please contact us on
029 20 491 491