The City and Guilds Level 3 NVQ Diploma in Customer Service qualification aims to provide opportunities to demonstrate understanding of customer service as a competitive tool and to be proactive in finding solutions both within and externally to their organisation. Candidates are likely to have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Candidates will demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate.
Name: Level 3 NVQ Diploma in Customer Service Qualification title: NVQ Diploma in Customer Service (QCF) Qualification type: Assessment To achieve the full qualification, learners must attain a minimum of 42 credits in total. This comprises of: - A minimum of 22 credits must be at Level 3. - The learner must achieve 12 credits from the mandatory units. - A further 30 credits must be achieved by completing a minimum of one unit from each optional group. Mandatory Units - Customer Service Foundations 301 – Demonstrate understanding of customer service (6 credits) 302 – Demonstrate understanding of the rules that impact on improvements in customer service (6 credits) Optional Units - Impression and Image 202 – Communicate effectively with customers (5 credits) 203 – Give customers a positive impression of yourself and your organisation (5 credits) 204 – Promote additional services or products to customers (6 credits) 205 – Process information about customers (5 credits) 206 – Live up to the customer service promise (6 credits) 207 – Make customer service personal (6 credits) 208 – Go the extra mile in customer service (6 credits) 209 – Deal with customers face to face (5 credits) 210 – Deal with incoming telephone calls from customers (5 credits) 211 – Make telephone calls to customers (6 credits) 303 – Deal with customers in writing or electronically (6 credits) 304 – Use customer service as a competitive tool (8 credits) 305 – Organise the promotion of additional services or products to customers (7 credits) 306 – Build a customer service knowledge set (7 credits) 403 – Champion customer service (10 credits) 404 – Make customer service environmentally friendly and sustainable (11 credits) Optional Units - Delivery 212 – Deliver reliable customer service (5 credits) 213 – Deliver customer service on your customer’s premises (5 credits) 214 – Recognise diversity when delivering customer service (5 credits) 215 – Deal with customers across a language divide (8 credits) 216 – Use questioning techniques when delivering customer service (4 credits) 217 – Deal with customers using bespoke software (5 credits) 218 – Maintain customer service through effective hand over (4 credits) 307 – Deliver customer service using service partnerships (6 credits) 308 – Organise the delivery of reliable customer service (6 credits) 309 – Improve the customer relationship (7 credits) 405 – Maintain and develop a healthy and safe customer service environment (8 credits) 406 – Plan, organise and control customer service operations (10 credits) 407 – Review the quality of customer service (8 credits) 408 – Build and maintain effective customer relations (8 credits) 409 – Deliver seamless customer service with a team (8 credits) Optional Units - Handling Problems 219 – Resolve customer service problems (6 credits) 220 – Deliver customer service to difficult customers (6 credits) 310 – Monitor and solve customer service problems (6 credits) 311 – Apply risk assessment to customer service (10 credits) 312 – Process customer service complaints (6 credits) 410 – Handle referred customer complaints (10 credits) Optional Units - Development and Improvement 221 - Develop customer relationships (6 credits) 222 - Support customer service improvements (5 credits) 223 - Develop personal performance through delivering customer service (6 credits) 224 - Support customers using on-line customer services (5 credits) 225 - Buddy a colleague to develop their customer service skills (5 credits) Awarding City & Guilds of London Institute Created 20110228 03:08:46 Updated 20140506 02:43:58
None
STRAIGHT A TRAINING LIMITED
info@straighta.co.uk
01276 469020
http://www.straighta.co.uk
Suite 2.14, Building Three
Riverside Way, Watchmoor Park
Town:
Camberley
County:Surrey
Title: NVQ Diploma in Customer Service (QCF) Qualification: NVQ Diploma in Customer Service (QCF) Classification: Business, Administration and Law