NVQ Level 4 in Customer Service

This qualification is directed at high flyers in the world of customer service including senior managers or those undertaking a project / secondment at a high level within an organisation.The course covers advanced skills for
developing customer relationships and service delivery.

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 303 Use customer service as a competitive tool
unit 401 Champion customer service
optional units - delivery (choose at least 1)
unit 402 Maintain and develop a healthy and safe environment
unit 403 Plan, organise and control customer service operations
unit 404 Evaluate the quality of customer service
unit 405 Build and maintain effective customer service
optional units - handling problems (choose at least 1)
unit 309 Apply risk assessment to customer service
unit 406 Handle referred customer complaints
optional units - development & improvement (choose at least 1)
unit 314 Lead a team to improve customer service
unit 407 Implement quality improvements to customer service
unit 408 Plan and organise the development of the customer service staff
unit 409 Develop customer service strategy for an area
unit 410 Work as a member of a team to deliver seamless customer service
unit 411 Manage a customer service award programme