Customer Service NVQ Level 3

Programme Summary

The Customer Service NVQ is a nationally recognised and flexible qualification based on industry standards and aimed at those working in a customer service role across all occupations and sectors of employment. The programme is available at three levels and this Level 3 programme is designed to develop and extend the skills and knowledge required to provide a continually improving service to customers and is able to effect permanent improvements in this service for the benefit of both your customers and your business.

Whether you are dealing with customers face to face, over the telephone or online, this programme will help you enhance the professional image of your business, improve the quality of customer support, and develop customer relations through the provision of a more efficient and effective customer facing service.

Candidates will learn how to sharpen problem solving skills to ensure the provision of assistance in a friendly and helpful way with programme objectives personalised according to individual and business needs. Day to day work tasks will provide opportunities for recognition of those candidates demonstrating their ability to reach the standards required in their chosen area and level and examples include customer focused support systems, processes and services.

Start Date

On demand and in the workplace to suit employer and employee needs.

Programme Content

The programme is unit based and candidates must complete eight units in total to successfully complete the qualification. There are two mandatory units and candidates must choose an additional six units from the available optional units to reflect their own work experience and customer service needs. At least one optional unit must be completed from each theme:

Theme 1 Impression and Image

Theme 2 Delivery

Theme 3 Handling Problems

Theme 4 Development and Improvement

Mandatory Units

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

Optional Units

Impression and Image

• Make customer service personal

• Go the extra mile in customer service

• Deal with customers in writing or using ICT

• Use customer service as a competitive tool

• Organise the promotion of services or products to customers

Delivery

• Deliver customer service on your customers’ premises

• Recognise diversity when delivering customer service

• Deliver customer service using service partnerships

• Organise the delivery of reliable customer service

• Improve the customer relationship

Handling Problems

• Monitor and solve customer service problems

• Apply risk assessment to customer service

• Process customer service complaints

Development and Improvement

• Work with others to improve customer service

• Promote continuous improvement in customer service

• Develop your own and others customer service skills

• Lead a team to improve customer service

• Gather, analyse and interpret customer feedback

Assessment Process

Each unit is assessed through the observation and questioning of normal activities within the workplace and the development of a portfolio within which learners collect electronic, paper and witness statement evidence that they have covered the skills/knowledge required for the unit. Learners are also required to create reflective accounts of their work for inclusion in the portfolio.

Learners who do not complete the whole qualification can gain certification for those units they have successfully achieved.

Length of Programme

We support learners and set standards to enable participants to achieve targets and personal goals at an agreed pace. All learners are supported by a dedicated uke learning assessor who provides advice, guidance and support in the workplace throughout the duration of the programme.