Customer Service NVQ Level 3

To achieve a level 3 qualification you must complete the two mandatory units and 6 Optional Units, with at least one unit from each theme

Mandatory Units

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

Themes and Units

Impression and Image
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing using ICT
- use customer service as a competitive tool
- Organise the promotion of services or products to customers

Delivery
- Deliver customer service on your premises
- Recognise diversity when delivering customer service
- Deliver customer service using service partnerships
- Organise the delivery of reliable customer service
- Improve customer relationships

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.