Level 3 NVQ Diploma in Customer Service (QCF)

Course Reference

QCFCS3NVQ

Duration

To be confirmed in conjunction with client. *Delivery timings and locations are flexible and can be tailored to meet the needs of the Organisation. Please discuss your requirement.

Participants

The course is designed for anybody interacting directly with customers on a regular basis.

Aim

To enhance and develop the skills, understanding and knowledge needed for excellence in customer service provision.

Objectives

Completing this qualification will enable participants to demonstrate competence in a wide range of work activities in a variety of contexts, including tasks which are complex and non routine and which involve taking responsibility for their own workload as well as working with others.

Participants will achieve a nationally recognised qualification, the Level 3 NVQ Diploma in Customer Service on the new QCF framework.  This qualification is in line with industry needs and presents an opportunity for individuals to progress in present and future roles.

To achieve this qualification candidates need to gain a minimum of forty two "credits".  The diploma is made up of a number of different units each of which has a set amount of credits allocated to it.

Content

The exact topics covered will depend upon the optional units selected, but will include:

Methods

The course sessions will combine tutor led delivery with discussions, group exercises and written questions. There will also be assessment visit(s) to the workplace to observe customer skills in action and examine evidence produced within the role.

Pre-requisites

Candidates should either have achieved the NVQ level 2 in Customer Service or demonstrate that they are an experienced customer service practitioner, working in a role which demands involvement in complex, non-routine activities and demonstrates some degree of supervision of others.