Customer Service NVQ Level 3

A candidate must complete eight units in total.

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

Optional units (choose one unit from each theme):

Theme: Impression and image

• Make customer service personal
• Go the extra mile in customer service
• Deal with customer using ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery

• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service
• Delivery customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service relationship

Theme: Development and improvement

• Work with others to improve customer service
• Promote continuous improvement in customer service
• Develop your own and other’s customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback

In order to achieve an Advanced Apprenticeship, Key Skills (Communication Level 2 and Application of Level 2) and a Technical Certificate (Certificate in Customer Service Level 3) are required to be added to this NVQ.