NVQ Diploma in Customer Service Level 3

Level 3 NVQ Diploma in Customer Service

Accreditation Body: City & Guilds

What is QCF?

The Qualifications and Credit Framework (QCF) is the new way of recognising achievement through the award of credit for units and qualifications across England, Wales and Northern Ireland.

It provides more flexible routes to gaining full qualifications and enables progression to be achieved in smaller steps through the accumulation of credit.

Introduction / Summary

This programme deals with the more advanced aspects within a Customer Service environment. It is suitable for a variety of industries - from retail to office to delivery. In fact, anyone who works in a senior Customer Service role will benefit from this course. The large variety of Optional Units available mean that the NVQ can be tailored so that the learner gains the maximum benefit and opportunity to develop their skills.

Qualification

The Customer Service qualifications are for people in a senior customer-facing roles who have a degree of autonomy and/or supervision within their job and who want to boost their skills. Level 3 focuses on problem identification and solving, developing good customer service and implementing improvements in customer service.

For a full qualification 2 core units will need to be completed:

• Demonstrate understanding of customer service

• Demonstrate understanding of the rules that impact on improvements in customer service.

You will also need to complete optional units to the value of 30 credits. You will choose at least 1 unit from each of the following 4 groups:

• Impression and Image

• Delivery
• Handling Problems
• Development and Improvement

Requirements

This qualification is for those in a senior Customer Service rôle. It is designed for anyone who has a degree of autonomy and responsibility and who wishes to have their existing skills recognised or developed.

Level 3 focuses on the management of Customer Service within an organisation, implementing changes to systems and procedures, developing other staff and much more.

The following should be borne in mind when deciding if this is the correct programme and level...

1. The learner must be in a position where they in contact - either directly or indirectly - with Internal or External customers.

2. The learner must be experienced in the products and services.

3. The learner should ideally be in a supervisory position

4. The learner must be in a position where they are able to make decisions and implement minor changes.

5. The learner must have an involvement in the development of staff

6. The learner must be able to make decisions concerning customer queries and complaints.

7. The learner must have access to written policies - for example on performance, grievance and Health & Safety.

8. The learner must be committed to obtaining the award.

9. The learner must have a named line manager who to whom we can refer if there are any problems or if we require witness testimonies. This Manager must be fully supportive of the learner gaining the award and provide the necessary time and support to complete it.

Please note that it is not necessary for the learner to have completed level 2 prior to undertaking this level. However, if they have completed a level 2, then they will need to have developed into a more senior role before being suitable for this level.

Day One "Shopping List"

On day one it will be necessary for the learners to bring the following evidence with them to assist in the building of their portfolios.

Individual's Information:

• Job Description
• Curriculum Vitae
• Training Records or Copies of Certificates relevant to Customer Service including internal workshops and courses

Company Information:

• Company Mission Statement
• Copy of Company Health and Safety Policy
• Company Structure or Organisation Chart
• List of products and services provided by your company or brochure/portfolio

The learner may need assistance in compiling this and where more than one learner from your organisation is attending the Customer Service course each one will need a separate copy of the above.