Customer Service
NVQ Level: 3-
Candidates who study for the level 3 Customer Service programme gain a qualification suited to staff who work directly with customers and may also manage customer service as an area of responsibility. The level 3 Customer Service programme enables you to gain a higher level of skills and increased knowledge with a wide range of complex activities. You will gain more knowledge about the rules to follow when delivering customer service, work with colleagues to solve customer service problems and improve the customer experience.
Upon successful completion of the level 3 Customer Service NVQ you will be able to work more autonomously and have gained more adequate skills and competencies to be responsible for, manage and train your team. You must be able to show competence in organising, monitoring and improving customer service as well as good delivery. For instance this may cover developing a customer loyalty scheme to dealing with angry customers and complaints right through to dealing with the issues of your organisations terms and conditions to external consumer legislation.
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Candidates will need to achieve the following two NVQ mandatory units:
Demonstrate understanding of customer service (301)
Demonstrate understanding of the rules that impact on improvements in customer service (302)
And complete the following five NVQ optional units:Give customers a positive impression of yourself and your organisation (203)
Organise the delivery of reliable customer service (308)
Improve the customer relationship (309)
Monitor and solve customer service problems (310)
Develop personal performance through delivering customer service (223)Funded candidates will also complete the following:
Key Skill Application of Number Level 2
Key Skill Communication Level 2
C&G Certificate in Customer Service Level 3 -
Programme length currently 6-7 months approx
Qualifications and programmes can be subject to change at any time
