NVQ Level 3 Customer Service
The NVQ Level 3 in Customer Service is a work-based qualification – it assesses your competence (ie skills, knowledge and understanding) to carry out customer service activities in your workplace.
Who would benefit from this course?
This qualification is aimed at candidates who deliver and manage service and are accountable in the area of practice. 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.
Entry requirements
There are no formal entry requirements, although you need to show commitment to improving customer service within your organisation
Qualification objectives
The objective of this qualification is to reflect the work of candidates who undertake Customer Service activities at Levels 3. It provides a statement of competence that testifies to the ability of candidates to work to meet customer objectives.
Content
To achieve a Level 3 NVQ in Customer Service, you must achieve 8 units, made up of 2 mandatory units and 6 optional units
Mandatory units_
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
Optional units – at least one unit must be selected from each theme
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
Method of delivery and assessment
Customer Service NVQ Level 3 is delivered wholly in the workplace, with your assessor providing you with personal tutorial support. Candidates produce a portfolio of evidence to demonstrate competence in activities in the workplace. This may include observation by your Assessor, work based evidence, witness testimonies, professional discussion, personal statements and questioning.
Duration
Achievement of the qualification is expected to take approximately 9 -12 months
Price
Price includes: registration, certification, assessment and verification
What do I need to do now?
Click here to let us know you are interested or to ask for more information and we’ll contact you to talk more
K2 Horizons
tel: 01600 772462
email: talk@k2horizons.co.uk
www.k2horizons.co.uk