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For International enquiries outside the EU, please call +44 (0)1522 876000 or email .(JavaScript must be enabled to view this email address)

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Find a Course...







NVQ Customer Service

Level 3

Key Facts

Level:Level 3

Full-time/part-time:Part Time

Duration:

How long does it take to complete the qualification?

Location:Lincoln Campus

Course Code:488AACT3CS

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The NVQ in Customer Service is a programme designed for those who want to offer improved levels of service to their customers.

What is an NVQ?

NVQ’s are work-related, competence-based qualifications which reflect the skills and knowledge required to do a job effectively. Individuals are assessed for competency in a work situation based on performance, knowledge and understanding of the work concerned. NVQ’s can also provide opportunity for a limited amount of training.
 
Who is this qualification suitable for?
 It is suitable for those working in an environment where customer service is an important part of their job role and where candidates are working in a supervisory role or a role where they have authority to make their own decisions. Therefore, suitable environments could include: offices where candidates are regularly dealing with customers by phone or face-to-face; restaurants and public houses; shops and tourism offices.
 
 
What are the potential benefits to my organisation?
·         Increased levels of repeat business by improving the quality and consistency of customer service
·         Increased sales through ensuring promotion of the full range of services and goods on offer
·         Increased sales by conveying to customers how the services or goods on offer are different from those offered by competitors
·         Decreased number of formal customer complaints by ensuring employees understand how to resolve customer problems quickly and efficiently
 
What training can be offered?
This NVQ is offered with up to 6 hours training where required. This would be delivered alongside the assessment process. Where employees can be released in minimum groups of 6, taught workshops would be delivered on-site. Where employees cannot be released for training in minimum groups of 6, this training is offered via distance learning, either book-based or on-line as appropriate. The training options available are:  Using customer service as a competitive tool (2hrs); Effective promotion of products and services (2hrs); Monitoring customer service effectively (2hrs); Achieving continuous improvement in customer service (2hrs); Maintain and develop effective working relationships (2hrs).
 
 
How do I arrange for my employees to take this course?
Call the Employer Hotline on 0845 270 7227 to arrange a visit from one of our Business Advisers, who will work with you to prepare a training solution for your business requirements.
Candidates must have good verbal communication skills and the potential to gain evidence for the qualification in the workplace. In addition, it is expected that candidates are able to demonstrate their ability to work at a minimum of Entry Level 3 in Literacy.
 
 Which areas of work are assessed?
NVQ’s comprise mandatory and optional units. For this qualification, your employees would need to complete 2 mandatory units and 6 of the optional units listed overleaf.
 
How is the work assessed?
The candidate is expected to build a portfolio of evidence which demonstrates knowledge, performance and understanding of their job role. A variety of assessment methods are used which can include direct observation; asking questions; examination of work products; witness statements; accreditation of prior learning/experience; reflective accounts; simulation, professional discussion, assignments or written tests. Candidates will be given the option to have either a paper-based or electronic portfolio. Electronic, or ‘e-portfolio’s’ are recommended wherever possible as they allow candidates to submit evidence more easily; receive fast feedback; have continuous access to their portfolio and can easily track progress. 

Fees for the 2013/14 academic year are currently under review. Figures given below are indicative only and subject to change. Fees will be posted here as soon as they become available.

Please contact us for details regarding fees for this course.

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