Customer Service & Business Administration Qualifications
NVQ and SVQ Level 3 in Customer Service
This qualification will allow staff in customer focused workplaces to obtain a relevant qualification.
Entry Requirements
There are no specific entry requirements but candidates must be working in a customer based environment in order to access and complete the award.
Structure of Award
Programme Design
Flexible - can be delivered by distance/workshops
Who is this NVQ for?
Designed for those who are responsible for the delivery of customer service, but who also have to monitor and develop the quality of customer service given, and who may be in charge of their own department or team.
To gain the full NVQ both mandatory units plus eight optional units must be achieved. At least one optional unit should be taken from each theme.
Mandatory Units
The candidate is required to complete both mandatory units.
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
Optional Units
Eight optional units are required to gain this award
Theme: Impression and image
- 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
- 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
- Monitor and solve customer service problems
- Apply risk assessment to customer service
- Process customer service complaints
Theme: Development and improvement
- Develop customer relationships
- Support customer service improvements
- Deliver reliable customer service
Unit Combinations
To gain the full NVQ both mandatory units plus eight optional units must be achieved. At least one optional unit should be taken from each theme.
Company Support towards the achievement of this award
NVQ Training supports all learners having analysed their preferred learning style, having understood when is the right time for learning to take place and having an agreed plan in place with each of our valued learners. We believe learning should be a life changing experience!
Our learner induction training programme for NVQs and SVQs is delivered to the highest of standards, a flexible approach, either on a one to one or group basis, whichever suits you, your company and your customers.
Carefully planned support sessions with learners ensure the best use of everybody's time.When undertaking an NVQ qualification, we will ensure you receive support sessions in order to build your portfolio of evidence.
Our assessor team will endeavour to support learners every 3 weeks.
Whenever you are learning, the team at NVQ Training & Consultancy are available by telephone, with online support service for learners throughout the programme.
Progress updates are provided for managers after every assesssment.
Once on programme, it is paramount to our Quality & Customer Service Charter that we review the learning being undertaken to ensure the highest levels of customer satisfaction and progression towards the achievement of awards. We strive to evaluate the benefits from any training undertaken, and this is achieved through regular client reviews.
80% achievement rates held across all programme areas, driven from our "no compromise" training support of all learners, together with our timely reviews of your employee's progress with you the employer.
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