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Level 3 NVQ Diploma in Customer Service


Duration: Flexible Start Date: Various Study Mode: Part-Time, Flexible, 0:00 - 0:00 Location: Off Site Activity (Workplace Learning) Fees: £1950.00

What does this course cover?

You complete two core units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service.

You also take 30 credits' worth of optional units. You choose at least one unit from each of four groups:

  • Impression and image
  • Delivery
  • Handling problems
  • Development and improvement.

Who is this course for?

Are you working in retail, catering or hospitality, recruitment agency/consultant or indeed any role which is customer facing? Do you want to gain a nationally recognised qualification to prove your competence in this important area? Then this course is for you.

What can I do after this course?

This qualification can help you get ahead in almost any industry, as good customer-service skills are essential for many jobs.

After completing the Level 3 NVQ, you could advance to:

  • Level 4 NVQ Diploma in Customer Service
  • Customer Service Higher Apprenticeship
  • Institute of Leadership and Management (ILM) qualifications.

Why choose this course?

This qualification is designed for customer service and administrative staff working within all sectors of industry and commerce. At Level 3, you are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation.

Entry requirements

There are no formal entry requirements but you will need to be working in a customer service role with a level of responsibility which will allow you to demonstrate the competencies of this qualification.

Course detail

How much will I have to study each week?

You will study for around 2-3 hours per week.

Do I need to purchase anything?

Apart from stationery, all costs are included in the course fees. You may wish to consider purchasing the text book below to support your development:

  • Customer Service Level 3. Heinemann. Sally Bradley, Lesley Hebron & Allan Woods. ISBN 978-0-435-452278
How will I be assessed?

You will be required to present an e- portfolio of work based evidence that will be generated by a combination of methods that could include observations, work products, witness testimonies, personal statements, discussions and questioning and the accreditation of prior achievement.

You will be allocated an assessor who will support and guide you through the qualification. They will meet with you regularly in the workplace to help you generate the evidence. The assessor will make the judgements about the suitability of your evidence and provide feedback on your progress towards the qualification. The assessor will also arrange to conduct work place observations, which are a requirement of the qualification.

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