Customer Service NVQ 3

Course Code: 3516

Within every organisation there are roles where employees are required to deal with customers, to address and meet customer needs, and to ensure that customers are left with a positive impression of the organisation. Understandably therefore, people who possess the skills to meet these requirements are highly valued by employers.
This nationally recognised qualification is based on the standards developed by the Institute of Customer Service (ICS). These standards are generic and are therefore applicable to all types of business from all sectors. The course looks at organisational frameworks and ways to improve on these. It will enable you to improve on your offered service, having analysed your current systems in a structured way. It improves your ability and awareness when dealing with and setting up service systems and client need.

If you have the opportunity to recommend improvements on your own initiative, the evidence required for this course will be simply generated. If you have a sensitivity to customer needs and a desire to put customers first, then this course will encourage you to plan improvements to the service you give customers.

Course Content:

The course features a combination of core (mandatory) and optional units. Core units focus upon key competencies, whilst optional units will be more specific to individual roles and industry fields. This allows you to select those that are most appropriate to you. The core (mandatory) units are as follows:

Organise, deliver and maintain reliable customer service
Improve the customer relationship
Work with others to improve customer service
Monitor and solve customer service problems
Promote continuous improvement

Students will also choose one optional unit from the following three:

Develop your own and others customer service skills
Organise and promote products or services to customers
Lead the work of teams and individuals to improve customer service

The course is delivered by initial seminar and followed by one-to-one support and assessment in the workplace. This support will enable you to create a portfolio of evidence for the qualification.

Awarding Body:City & Guilds. Further information regarding all City & Guilds qualifications, including this course, can be found at www.cityandguilds.co.uk.

Entry Requirements:

You should have achieved NVQ Level 2 or be able to demonstrate skills to this level. As all training and assessment takes place in the workplace, you should be in appropriate employment or be able to gain work experience within a customer setting. Acceptance onto the course is subject to a successful interview.

Career Options:

Team Leading NVQ Level 2
Management NVQ Level 3

Course Starting: Monday 10 Sep 2012 - Part Time - Off Campus