Customer Service NVQ Level 3

• This qualification is for those involved in a broad range of work activities that are complex and non-routine
• Considerable autonomy and responsibility should be available for those involved in the management of others in order to meet standard requirements
• The programme is totally flexible, delivered in the workplace, by distance and through workshops

Mandatory Units - Theme: Customer Service Foundations (Both required)
• Understand customer service to improve service delivery
• Know the rules to follow when developing customer service

Theme: Impression and Image (Choose at least 1 unit)
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery (Choose at least 1 unit)
• Deliver customer service on your customer’s premises
• Recognise diversity when delivering customer service
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling Problems (Choose at least 1 unit)
• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Theme: Development and Improvement Theme (Choose at least 1 unit)
• Work with others to improve customer service
• Promote continuous improvement in customer service
• Develop your own and others’ customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback

Level 3: Aimed at individuals who have the scope to bring about permanent improvements in service delivery that benefit customers and the organisation for which they work. Such individuals do not have to be in roles where they have direct line responsibility for people.