NVQ Level 3 in Customer Service
| Reg/Cert fee: | £60 (Includes standard candidate portfolio) |
| Lecture Pack fee: | N/A |
| Manual fee: | N/A |
| Accreditation Number: | 500/4223/3 |
This qualification is appropriate for individuals working in a customer facing environment. This NVQ consists of two mandatory units plus six optional units. The six optional units must include at least one unit from each theme. Eight units in total must be achieved to attain the NVQ.
Level 3 NVQ
Mandatory Units – Theme - Customer Service Foundations
- 7. Understand Customer Service to Improve Service Delivery (R/103/6284)
- 8. Know the Rules to Follow when Developing Customer Service (Y/103/6285)
Additional units
Candidates may choose 6 additional optional units:
Optional Units – Theme - Impression and Image
- 13. Make Customer Service Personal (A/103/6277)
- 14. Go the Extra Mile in Customer Service (F/103/6278)
- 15. Deal with Customers in Writing or Using ICT (J/103/6279)
- 18. Use Customer Service as a Competitive Tool (T/103/6312)
- 19. Organise the Promotion of Services or Products to Customers (A/103/6313)
Optional Units – Theme - Delivery
- 22. Deliver Customer Service on Your Customers’ Premises (J/103/6282)
- 23. Recognise Diversity when Delivering Customer Service (L/103/6283)
- 24. Deliver Customer Service using Service Partnerships (F/103/6314)
- 25. Organise the Delivery of Reliable Customer Service (Y/103/6318)
- 26. Improve the Customer Relationship (K/103/6792)
Optional Units – Theme - Handling Problems
- 32. Monitor and Solve Customer Service Problems (D/103/6790)
- 33. Apply Risk Assessment to Customer Service(D/103/6319)
- 34. Process Customer Service Complaints (Y/103/6321)
Optional Units – Theme - Development and Improvement
- 39. Work with Others to Improve Customer Service (H/103/6791)
- 40. Promote Continuous Improvement in Customer Service (J/103/6329)
- 41. Develop Your Own and Ohers’ Customer Service Skills (J/103/6332)
- 42. Lead a Team to Improve Customer Service (M/103/6339)
- 43. Gather, Analyse and Interpret Customer Feedback (R/103/6348)