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NVQ in Customer Service Level 3
Who the qualification is for
With the choice and flexibility of units which this qualification offers, employees and employers alike will understand the importance of customer service and will be empowered to take greater responsibility for what they do. Staff that are able to rise to the challenge of change and have the confidence to think for themselves and come up with new ideas. It recognises that employees assist customers in many different ways - some may just give or process customer service information, whilst others support customer service problems or work in a customer facing role. It gives people real and practical skills to help them to do their job, and benchmarks their ability, recognising their own personal qualities through the level they have attained.
The flexibility of the course allows them to:
- Learn at their own pace
- Decide with their employer in choice of units
- Choose from a range of optional units that best reflects their role and their working environment
Qualification Structure:
The units for this qualification have been assembled into five themes. Candidates are required to complete eight units for this award: two from the first theme are mandatory and the other six are optional. Candidates must complete at least one optional unit from each subsequent theme.
- Customer Service Foundations
- Impression & Image
- Delivery
- Handling problems
- Development & Improvement
*subject to eligibility
| City & Guilds Unit Number |
Unit Title |
|
Mandatory Units
|
|
Theme - Customer Service Foundations
|
| 301 |
Understand customer service to improve service delivery |
| 302 |
Know the rules to follow when developing customer service |
|
Optional Units
|
|
Theme - Impression and Image
|
| 205 |
Make customer service personal |
| 206 |
Go the extra mile in customer service |
| 207 |
Deal with customers in writing or using ICT |
| 303 |
Use customer service as a competitive tool |
| 304 |
Organise the promotion of services or products to customers |
|
Theme - Delivery
|
| 211 |
Deliver customer service on your customers’ premises |
| 212 |
Recognise diversity when delivering customer service |
| 305 |
Deliver customer service using service partnerships |
| 306 |
Organise the delivery of reliable customer service |
| 307 |
Improve the customer relationship |
|
Theme - Handling Problems
|
| 308 |
Monitor and solve customer service problems |
| 309 |
Apply risk assessment to customer service |
| 310 |
Process customer service complaints |
|
Theme - Development and Improvement
|
| 311 |
Work with others to improve customer service |
| 312 |
Promote continuous improvement in customer service |
| 313 |
Develop your own and others’ customer service skills |
| 314 |
Lead a team to improve customer service |
| 315 |
Gather, analyse and interpret customer feedback |
| Candidates may choose at least one unit from each theme in relation to job role and duties. |
Course Duration
The course should usually take approx 12-16 weeks depending on commitments and the time you can spend on the programme.
How to apply
To
contact our training staff please email us on info@atc-uk.com or call us
on 020
8992 4144
Acton Training Centre is
committed
to promoting Equal Opportunity and celebrating Diversity
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