indigoskills ltd

      Customer Service NVQ 3

      indigoskills ltd
      In Rusper

      Price on request
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      Important information

      Typology NVQ
      Location Rusper
      • NVQ
      • Rusper
      Description

      To contribute to the skills, knowledge and overall performance of the industry's workforce.
      Suitable for: Those working in a senior customer interface role and with the responsibility for decision. making and supervising others

      Important information

      Government funding available

      Facilities (1)
      Where and when
      Starts Location
      On request
      Rusper
      Unit 8b Stammerham Business Centre, Capel Road, RH12 4PZ, West Sussex, England
      See map
      Starts On request
      Location
      Rusper
      Unit 8b Stammerham Business Centre, Capel Road, RH12 4PZ, West Sussex, England
      See map

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      Course programme

      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


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