NVQ Diploma Level 3 in Customer Service

customer-service-admin

This course is aimed at individuals already working/volunteering in, or seeking to work in a variety of customer service settings. These may include the hospitality industry, medical reception, security guarding, front-of-house in business and banking or non-face-to-face areas such as call centres.

To be awarded the NCFE Level 3 Diploma in Customer Service, learners must achieve a minimum of 55 credits:

  • a total of 31 credits from Group A
  • a minimum of 15 credits from Group B
  • and the remaining credits can be taken from Group B or C

A minimum of 40 credits must be achieved at level 3 or above.

Group A mandatory units

··Unit 01Unit 02Organise and deliver customer service (5 credits) Understand the customer service environment
(5 credits)
·Unit 03Resolve customers’ problems (4 credits)
·Unit 04Principles of business (10 credits)
·Unit 05Manage personal and professional development(3 credits)
·Unit 06Understand customers and customer retention(4 credits)

Group B optional units

·Unit 07Develop resources to support consistency of customer service delivery (5 credits)
·Unit 08Use service partnerships to deliver customer service(3 credits)
·Unit 09Resolve customers’ complaints (4 credits)
·Unit 10Gather, analyse and interpret customer feedback(5 credits)
·Unit 11Monitor the quality of customer service interactions(5 credits)
·Unit 12Communicate verbally with customers (3 credits)
·Unit 13Communicate with customers in writing (3 credits)
·Unit 14Promote additional products and/or services to customers (2 credits)
·Unit 15Exceed customer expectations (3 credits)
·Unit 16Deliver customer service whilst working oncustomers’ premises (4 credits)
·Unit 17Deliver customer service to challenging customers(3 credits)
·Unit 18Develop customer relationships (3 credits)
·Unit 19Support customer service improvements (3 credits)

To be awarded the NCFE Level 3 Diploma in Customer Service, learners must achieve a minimum of 55 credits:

  • a total of 31 credits from Group A
  • a minimum of 15 credits from Group B
  • and the remaining credits can be taken from Group B or C

A minimum of 40 credits must be achieved at level 3 or above.

Group A mandatory units

··Unit 01Unit 02Organise and deliver customer service (5 credits) Understand the customer service environment
(5 credits)
·Unit 03Resolve customers’ problems (4 credits)
·Unit 04Principles of business (10 credits)
·Unit 05Manage personal and professional development(3 credits)
·Unit 06Understand customers and customer retention(4 credits)

Group B optional units

·Unit 07Develop resources to support consistency of customer service delivery (5 credits)
·Unit 08Use service partnerships to deliver customer service(3 credits)
·Unit 09Resolve customers’ complaints (4 credits)
·Unit 10Gather, analyse and interpret customer feedback(5 credits)
·Unit 11Monitor the quality of customer service interactions(5 credits)
·Unit 12Communicate verbally with customers (3 credits)
·Unit 13Communicate with customers in writing (3 credits)
·Unit 14Promote additional products and/or services to customers (2 credits)
·Unit 15Exceed customer expectations (3 credits)
·Unit 16Deliver customer service whilst working oncustomers’ premises (4 credits)
·Unit 17Deliver customer service to challenging customers(3 credits)
·Unit 18Develop customer relationships (3 credits)
·Unit 19Support customer service improvements (3 credits)
·Unit 20Support customers through real-time online customer service (3 credits)
·Unit 21Use social media to deliver customer service(3 credits)
·Unit 22Champion customer service (4 credits)
·Unit 23Build and maintain effective customer relations(6 credits)
·Unit 24Manage a customer service award programme(4 credits)
·Unit 25Manage the use of technology to improve customer service (4 credits)
·Unit 26Develop a social media strategy for customer service(5 credits)
·Unit 27Support customers using self-service equipment(3 credits)
·Unit 28Provide post-transaction customer service (5 credits)

Group C optional unis

··Unit 29Unit 30Negotiate in a business environment (4 credits) Promote equality, diversity and inclusion in the
workplace (3 credits)
·Unit 31Manage team performance (4 credits)
·Unit 32Manage individuals’ performance (4 credits)
·Unit 33Collaborate with other departments (3 credits)
·Unit 34Negotiating, handling objections and closing sales(4 credits)
·Unit 35Obtaining and analysing sales-related information(4 credits)
·Unit 36Buyer behaviour in sales situations (3 credits)
·Unit 37Manage incidents referred to a contact centre(6 credits)
·Unit 38Lead direct sales activities in a contact centre team(4 credits)
·Unit 39Manage diary systems (2 credits)
·Unit 40Contribute to the organisation of an event (3 credits)
·Unit 41Provide reception services (3 credits)
·Unit 42Buddy a colleague to develop their skills (3 credits)
·Unit 43Employee rights and responsibilities (2 credits)
·Unit 44Processing sales orders (2 credits)
·Unit 45Bespoke Software (4 credits)

All candidates must be 16+ years old and have no criminal records.

All candidates must have a good understanding of written and spoken English.

NVQ 3 Diploma in Customer Service if you are doing a Level 2 Course

NVQ 4 Diploma in Management if you are doing a Level 3 Course or a Degree

8 – 12 months

Blended – Workplace Assessments (Paid/Voluntary Work Placement Required), Online and

Tutor Support

Cost – Funding

You may be able study the course free of charge if:

  • You are already working in a similar setting to the NVQ Course you are planning to study
  • You have lived in the UK or European Union area for more than 3 years
  • You have the right to remain in the UK. You must be working in a social care setting.

If you meet all of the criteria above, please click here to register for the course

Alternatively:

You can pay for the course, if you are not eligible for Government funding.

The course costs £1,889.00, however, for a limited time only, you will be able to pay £850

Payment Option

Pay £850.00 now or 6 instalments a Deposit of £350 now and then 5 monthly payments of £100 at the end of each month.

You will receive your login details within £24 hours, once we have received payment. Should you have any other questions please click here to contact us