T2G NVQ 3 Customer Service

Course information:
T2G NVQ 3 Customer Service

Course summary:
The qualification is a flexible course, intended to certify competence in customer service skills.

The qualification is aimed at candidates who will be delivering and managing a service and will be accountable in the area of practice. Candidates will be working without direct
supervision or on their own, such as in a commercial customer service environment.

The course would be particularly suitable for candidates who:
* Can influence what happens at work
* Uses the organisation†s rules and systems flexibly to deliver good service
* Question the way things are done and suggest improvements
* Have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
* Are aware of the commercial or other pressures facing the organisation/business

Course content:
To achieve the full qualification, candidates must complete eight units, made up of two mandatory units and six optional units, at least one unit from each theme.

Mandatory units

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

Optional units

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

Theme: Delivery
22 Deliver customer service on your customer†s premises
23 Recognise diversity when delivering customer service
24 Deliver customer service using service partnerships
25 Organise the delivery of reliable customer service
26 Improve the customer relationship

Theme: Handling Problems
32 Monitor and solve customer service problems
33 Apply risk assessment to customer service
34 Process customer service complaints

Theme: Development and Improvement
39 Work with others to improve customer service
40 Promote continuous improvement in customer service
41 Develop your own and others†customer service skills
42 Lead a team to improve customer service
43 Gather, analyse and interpret customer feedback

Assessment procedure:
Competence is assessed in the workplace and you will be expected, with the help of your tutor to gather a portfolio of evidence.

Qualifications achieved:
NVQ Level 3 in Business Administration