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NVQ Diploma Level 3 in Customer Service

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

Group B optional units

· Unit 07 Develop resources to support consistency of customer service delivery (5 credits)
· Unit 08 Use service partnerships to deliver customer service(3 credits)
· Unit 09 Resolve customers’ complaints (4 credits)
· Unit 10 Gather, analyse and interpret customer feedback(5 credits)
· Unit 11 Monitor the quality of customer service interactions(5 credits)
· Unit 12 Communicate verbally with customers (3 credits)
· Unit 13 Communicate with customers in writing (3 credits)
· Unit 14 Promote additional products and/or services to customers (2 credits)
· Unit 15 Exceed customer expectations (3 credits)
· Unit 16 Deliver customer service whilst working oncustomers’ premises (4 credits)
· Unit 17 Deliver customer service to challenging customers(3 credits)
· Unit 18 Develop customer relationships (3 credits)
· Unit 19 Support 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 02 Organise and deliver customer service (5 credits) Understand the customer service environment
(5 credits)
· Unit 03 Resolve customers’ problems (4 credits)
· Unit 04 Principles of business (10 credits)
· Unit 05 Manage personal and professional development(3 credits)
· Unit 06 Understand customers and customer retention(4 credits)

Group B optional units

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

Group C optional unis

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