Level 3 NVQ Diploma in Customer Service

Who is it for?

This Level 3 qualification is designed for staff who are not only responsible for customer service delivery but who also have to monitor and develop the quality of the customer service provided. They may also be in charge of their own team or department.

What is it about?

To achieve the full qualification candidates will have to complete a minimum of 42 credits*.

This will include two mandatory units:

• Demonstrate understanding of customer service (6 credits)
• Demonstrate understanding of the rules that impact on improvements in customer service (6 credits)

Plus a minimum of four optional units, one from each theme below:

Impression and Image

• Communicate effectively with customers (5)
• Give customers a positive impression of yourself and your organisation (5)
• Promote additional services or products to customers (6)
• Process information about customers (5)
• Live up to the customer service promise (6)
• Make customer service personal (6) 
• Go the extra mile in customer service (6)
• Deal with customers face to face (5)
• Deal with incoming telephone calls from customers (5)
• Make telephone calls to customers (6)
• Deal with customers in writing or electronically (6)
• Use customer service as a competitive tool (8)
• Organise the promotion of additional services or products to customers (7)
• Build a customer service knowledge set (7)

Delivery

• Deliver reliable customer service (5)
• Deliver customer service on your customer's premises (5) 
• Recognise diversity when delivering customer service (5)
• Deal with customers across a language divide (8)
• Use questioning techniques when delivering customer service (4)
• Deal with customers using bespoke software (5)
• Maintain customer service through effective handover (4)
• Deliver customer service using service partnerships (6)
• Organise the delivery of reliable customer service (6)
• Improve the customer relationship (7)

Handling Problems

• Resolve customer service problems (6)
• Deliver customer service to difficult customers (6)
• Monitor and solve customer service problems (6)
• Apply risk assessment to customer service (10)
• Process customer service complaints (6)

 Development and Improvement

• Develop customer relationships (6)
• Support customer service improvements (5)
• Develop personal performance through delivering customer service (6)
• Support customers using on-line customer service skills (5)
• Buddy a colleague to develop their customer service skills (5)
• Develop your own customer service skills through self-study (6)
• Support customers using self-service technology (5)
• Work with others to improve customer service (8)
• Promote continuous improvement (7)
• Develop your own and others' customer service skills (8)
• Lead a team to improve customer service (7)
• Gather, analyse and interpret customer feedback (10)
• Monitor the quality of customer service transactions (7)

* other restrictions apply and learners will be guided by their assessor when choosing their optional units. 

What are the benefits?

The overall purpose of this qualification is to challenge individuals to raise their customer service performance, by thinking about how they currently deliver customer service and what they can do to ensure they improve and meet the standards expected by their customers.