Customer Service Level 3 NVQ Diploma (QCF) OCR

Course Overview:

This qualification offers a range of units covering impression and image, delivery, handling problems and development and improvement. It is suitable for those who:

can influence what happens in work
use the organisation’s rules and systems flexibly to deliver good service
question the way things are done and suggest improvements
have good communication skills and a wide range of knowledge of what to do, who to see and where to go to get things done for the customer

This NVQ can build on your experience and improve your personal development thereby enabling you to perform more effectively and increase your chances of promotion. Upon successful completion of the course, students will be able to:

demonstrate understanding of customer service
champion customer service
improve customer relationships
monitor and solve customer service problems
develop personal performance through delivery of customer service

Entry Requirements:

We would require a pre-course meeting to discuss the course and to establish that this level is suitable for the candidate, and also that the candidate has the ability to demonstrate competence in working practices within their work role.

There are no formal entry requirements for this qualification. Although the qualification can be offered to learners from the age of 16, in practice the majority of learners at this level would be expected to be over 18.

Course Delivery:

This is a competence based qualification which is assessed at work or in a simulated workplace. Your assessor will advise you on the most appropriate method of assessment e.g. assessor observation, work product documents, case study etc for each unit so that you build up a portfolio of evidence to meet the standards required by the awarding body.

In order to gain the OCR Level 3 NVQ Diploma in Customer Service, candidates will need to complete 2 mandatory units to a credit value of 12.

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

They will also be required to complete optional units to a total credit value of 30 from the following themes:

Impression and Image
Delivery
Handling Problems
Development and Improvement

Progression Opportunities:

We offer a range of qualifications which candidates who have successfully completed this course may be interested in undertaking to develop their learning further, including business and administration, advice and guidance, retail and management.

Additional Information:

The faculty is represented by tutors who have all previously worked in customer service environments within industry. All of or tutors are highly experienced and use only the most up-to-date training products (which can be customised to meet individual training needs).

Contact:

01792 284400

Level