Customer Service NVQ Level 3

Customer Service NVQ Level 3

OCR (Oxford, Cambridge & RSA)

Level: This is an NVQ Level 3 course.

What is the Customer Service NVQ course?
This is a nationally recognised qualification and is aimed at people who will be delivering and managing 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.

NB An interview is required before you can enrol on this course.

Course topics
Mandatory Units:

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

Optional Units:

You will choose two of these:

Theme: Impression and Image

• Make customer service personal
• Organise the promotion of services or products to customers

Theme: Delivery

• Recognise diversity when delivering customer service
• Improve the customer relationship

Theme: Handling Problems

• Monitor and solve customer service problems
• Process customer service complaints

Theme: Development and Improvement

• Develop your own and others customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback

Teaching and Learning
You will be allocated a tutor/assessor who will help you through our online learning and workplace assessments and provide you with feedback. There will also be workshop sessions available where you will acquire additional knowledge and skills. Ideally you should have access to a computer at work to enable you to submit assessments to your tutor/assessor.

Assessment details
In order to achieve the qualification you will need to achieve eight units made up of two mandatory units and six optional units, at least one unit from each theme.

You will complete and submit a number of activities which will be assessed. In doing this you will build up a portfolio which, when complete, will form the essential evidence of satisfactory completion of the course.

Progression
OCR NVQ 4 in Customer Service.

Notes
This is a Learning & Skills Council (LSC) funded course and you may be exempt from the tuition fee, however you would be required to pay the registration fee at the time of application.

If you do not already have a full level 3 qualification (ie an NVQ Level 3 or equivalent qualification) you may qualify for free tuition and registration fees on this course.

Tuition fees for overseas students may vary from those quoted.

Extra costs : Notebooks and memory stick.

Related items
Adult Education General Information.