Technical Certificates for Customer Service Level 3 - EDI

This qualification has been developed for candidates who already have the knowledge and skills equivalent to a Level 2 Customer Service qualification, gained either through previous learning or employment or both, and who now wish to:

• acquire knowledge and understanding relevant to a customer service role
• progress a career, and need the knowledge and understanding to support that career
• enter customer service roles in which they will carry out a range of tasks under supervision
• progress towards an NVQ, such as the EDI Customer Service NVQ Level 3
• gain a Customer Service Advanced Apprenticeship.

This qualification is relevant to all occupational areas in which customer service is provided. This qualification is appropriate for those who wish to gain underpinning knowledge and understanding through off-the-job learning, or by attending a course at a school, college or other place of learning.

Structure of the qualification
The EDI Level 3 Certificate in Customer Service will be awarded to candidates who successfully complete the learning outcomes and assessments for the following:

Compulsory units:
Unit 1 Customer Service Language and Principles
Unit 2 Customer Service Rules and Regulations

A certificate will be awarded to candidates who successfully complete the learning outcomes and assessments for both units within this qualification.

Aim
The aim of this qualification is to allow candidates to develop the knowledge and understanding required for the mandatory units within the NVQ level 3 in Customer Service.

Assessment objectives
The assessments enable candidates to demonstrate their knowledge and understanding of the following elements:

1.1 The service offer
1.2 Customer expectations
1.3 The importance of teamwork
1.4 Added value and competitive advantage
1.5 Balance between customer service and organisational goals
1.6 Personal behaviour and the behaviour of customers
1.7 Communication
1.8 Continuous improvement
1.9 Sector approaches to customer service
1.10 Policies and procedures
1.11 Influences on customer service delivery and satisfaction
1.12 Ethics and values of customer service

2.1 Organisational procedures and change
2.2 Authorisation to change
2.3 Involvement of others in change
2.4 Consumer protection legislation
2.5 Data protection legislation
2.6 Disability discrimination and equal opportunities
2.7 Health and safety legislation
2.8 Balance between regulation and organisational objectives
2.9 Incorporating legislation into change and improvement

Assessment Both units are assessed through one test as shown in the following table: