Customer Service - Level 3 Certificate (NVQ)

Course

In Worcester

Price on request

Description

  • Type

    Course

  • Location

    Worcester

  • Start date

    Different dates available

Assessment for this qualification will be via direct observation in the working environment.  Knowledge will also be assessed via assignments or a portfolio of evidence.  Some of the evidence used in portfolios will include; witness testimonies, professio What can I do next Upon completing this qualification a review will take place with yourself and your employer to discuss progression opportunties which may lead to further study. Let's Talk Start Date

Flexible Qualifications / Level

Level 3 Study Type

Part Time Location

Workplace Cost

Price upon Application Course Code

CM0513-1

Facilities

Location

Start date

Worcester (Worcestershire)
See map
Deansway, WR1 2JF

Start date

Different dates availableEnrolment now open

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Subjects

  • Customer Service
  • Sales
  • Sales Training

Course programme

Course overview National Vocational Qualifications are one of the most popular qualifications within industry as they are delivered during working hours and demonstrate competency within a job role. These qualifications are based on national occupational standards, which are statements of performance that describe what competent people in a particular occupation are expected to be able to do. They cover all the main aspect of a specified occupation, including current best practice and are ideal for addressing skills gaps as well as identifying competence. To achieve the full qualification, candidates must attain a minimum of 55 credits in total, comprising all the mandatory units (Group A) and the remaining credits will be achieved by selecting the following optional units; a minimum of 15 credits from group B and a maximum of 9 credits from Group D. The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units. Mandatory Units (31 credits) • Organise and deliver customer service • Understand the customer service environment • Understand customers and customer retention • Resolve customers’ problems • Principles of business • Manage personal and professional development Optional Units – Group B (minimum 15 credits) • Develop resources to support consistency of customer service delivery • Use service partnerships to deliver customer service • Resolve customer’s complaints • Gather, analyse and interpret customer feedback • Monitor the quality of customer service interactions • Communicate verbally with customers • Communicate with customers in writing • Promote additional products and/or services to customers • Exceed customer expectations • Deliver customer service whilst working on customer premises • Deliver customer service to challenging customers • Develop customer relationships • Support customer service improvements • Support customers through real-time online customer service • Support customers using self-service equipment • Use social media to deliver customer service • Provide post transaction customer service • Champion customer service • Build and maintain effective customer relations • Manage a customer service award programme • Manage the use of technology to improve customer service • Develop a social media strategy for customer service Optional Units – Group C (maximum of 9 credits) • Negotiate in a business environment • Promote equality, diversity and inclusion in the workplace • Manage team performance • Manage individuals’ performance • Collaborate with other departments • Negotiating, handling objections and closing sales • Obtaining and analysing sales related information • Buyer behaviours in sales situations • Manage incidents referred to a contact centre • Lead direct sales activities in a contact centre team • Manage diary systems • Contribute to the organisation of an event • Provide reception services • Buddy a colleague to develop their skills • Employee rights and responsibilities • Processing sales orders • Bespoke Software Entry requirements To be working a minimum of 10 hours per week in a appropriate vocational role which will enable you to gather the evidence for your qualification

Additional information

Study Type Part Time

Customer Service - Level 3 Certificate (NVQ)

Price on request