NVQ 3 CUSTOMER SERVICE
Entry Requirements
No formal requirements but students need to be
working in a customer-focused role. The main thing to think about for this
NVQ is that your real work situation must give you the chance to bring
about permanent improvements in service delivery. The improvements that
you introduce must benefit customers and your organisation. It is likely
that you are working in a supervisory/team leader role.
Description
Customer
Service NVQ Level 3 is delivered wholly in the workplace. You will be
allocated a personal assessor and supplied with all the necessary reading
and assessment materials. Your assessor will provide you with at least 7
hours of personal tutorial support at pre-arranged times. In addition,
there will be 6 hours of personal assessment achieved through a variety of
methods including observation in the workplace, witness testimonies and
professional discussion.
Course Content
The programme
consists of following five mandatory units:
- Organise, deliver and
maintain reliable customer service
- Improve the customer relationship
-
Work with others to improve customer service
- Monitor and solve
customer service problems
- Promote continuous improvement
There
are also three optional units, of which one has to be chosen to complete
the qualification:
- Develop your own and others' customer service
skills
- Organise and promote products or services to customers
-
Lead the work of teams and individuals to improve customer service
Where
a course is aimed towards an assessment/examination, it is expected that
all students will enter for the qualification.
Method of Assessment
Assessment
is by production of a personal portfolio of evidence demonstrating
understanding and application of the NVQ 3 performance criteria.
Progression
NVQ
Level 3 Management
Materials
Books and other study materials will be recommended as
required individually. Small and large ring binder and indexing needed for
portfolio production.
