NVQ Level 3 in Customer Service

This qualification is directed at senior and experienced individuals working in a customer service environment within any sector. The course will cover the practical skills for dealing with people both internally and externally and learning to develop customer service processes within a company.

mandatory units
unit 301 Understand customer service to improve service delivery
unit 302 Know the rules to follow when developing customer service
optional units - impression & image (choose at least 1)
unit 205 Make customer service personal
unit 206 Go the extra mile in customer service
unit 207 Deal with customers in writing or using ICT
unit 303 Use customer service as a competitive tool
unit 304 Organise the promotion of services or products to customers
optional units - delivery (choose at least 1)
unit 211 Deliver customer service on your customers’ premises
unit 212 Recognise diversity when delivering customer service
unit 305 Deliver customer service using service partnerships
unit 306 Organise the delivery of reliable customer service
unit 307 Improve the customer relationship
optional units - handling problems (choose at least 1)
unit 308 Monitor and solve customer service problems
unit 309 Apply risk assessment to customer service
unti 310 Process customer service complaints
optional units - development & improvement (choose at least 1)
unit 311 Work with others to improve customer service
unit 312 Promote continuous improvement in customer service
unit 313 Develop your own and others’ customer service skills
unit 314 Lead a team to improve customer service
unit 315 Gather, analyse and interpret customer feedback