Customer Service NVQ 3

Customer Service NVQ Level 3

Overview

Level 3 Customer Service NVQ has been developed from the National Occupational Standards
produced by the Institute of Customer Service, the national standard setting body for this
occupational area:

The aim of this qualification is to contribute to the skills, knowledge and overall performance of the
industry’s workforce. This NVQ provides an up-to-date qualification that is in line with industry
needs and presents an opportunity for individuals to progress within their present customer service role as well as future roles.

Within your job role you need to be able to show that you can carry out a range of work activities in
a variety of contexts. Some of these activities will need to be complex or non-routine tasks that may
be carried out when you work as part of a team. In addition you need to show that you can take
responsibility for your own work by yourself when needed.

To achieve a full certificate in Customer Service you are required to complete the 2 mandatory unit
and 6 optional units (at least one from each Theme).

Outline Programme

The course covers the following syllabus:

MANDATORY UNITS

THEME: CUSTOMER SERVICE FOUNDATIONS

This theme covers the language and concepts of customer service as well as the organisational
context and the external environment in which you have to work.

• UNIT 7 Understand customer service to improve service delivery
• UNIT 8 Know the rules to follow when developing customer service

OPTIONAL UNITS

THEME: IMPRESSION AND IMAGE

This theme covers the customer service behaviours and processes that have the most impact on the way your customer sees you and you and your organisation.

• UNIT 13 Make customer service personal
• UNIT 14 Go the extra mile in customer service
• UNIT 15 Deal with customers in writing or using ICT
• UNIT 18 Use customer service as a competitive tool
• UNIT 19 Organise the promotion of services or products to customers

THEME: DELIVERY

This theme covers customer service behaviours and processes that have most effect on the
customer experience during Customer Service delivery.

THEME: DELIVERY

This theme covers the behaviours and processes and approaches that have most effect on the
customer service experience.

• UNIT 22 Deliver customer service on your customer’s premises
• UNIT 23 Recognise diversity when delivering customer service
• UNIT 24 Deliver customer service using service partnerships
• UNIT 25 Organise the delivery of reliable customer service
• UNIT 26 Improve the customer relationship

THEME: HANDLING PROBLEMS

This theme covers the behaviours, processes and approaches that are most effective when handling customer service problems.

• UNIT 32 Monitor and solve customer service problems
• UNIT 33 Apply risk assessment to customer service
• UNIT 34 Process customer service complaints

THEME: DEVELOPMENT AND IMPROVEMENT

This theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.

• UNIT 39 Work with others to improve customer service
• UNIT 40 Promote continuous improvement in customer service
• UNIT 41 Develop your own and others’ customer service skills
• UNIT 42 Lead a team to improve customer service
• UNIT 43 Gather, analyse and interpret customer feedback

Qualification and Examination Information

Designed for: Those working in a senior customer interface role and with the responsibility for decision making and supervising others
Course duration: Assessment time can vary depending on the learners previous experience and their job role
Assessment method: Assessments are carried out in the workplace against nationally recognised criteria.
QCA Accredited: Level 2
Certificated by: Education Development International