It is for learners who work or want to work in the customer service sector and other related sectors eg. Contact centre and sales. It allows learners to learn, develop and practice the skills required in employment. This is a work based qualification, therefore learners must be in employment in a customer service area. Learners will be supported by their nominated assessor and gather evidence of competence and knowledge through observations, research assignments, work products, professional discussion and reflection. Units are selected to meet the individual employer requirements and typically could include: • Organise and deliver customer service • Understand the customer service environment • Understand customers and customer retention • Principles of business • Manage personal and professional development • Resolve customers problems • Communicating with customers • Promote additional products and/or services to customers • Process information about customers • Exceed customer expectations • Resolve customer service problems • Deliver customer service to challenging customers • Develop customer relationships • Support customer service improvement • Health & Safety procedures in the workplace • Provide reception services • Buddy a colleague to develop their skills These are assessed via an online portfolio platform which allows learners and employers to access live progress updates and support. All learners will be visited by their assessor in the workplace at least every four weeks as well as internet and telephone support between meetings.
Name: Level 3 Diploma in Customer Service (QCF) Qualification title: Diploma in Customer Service (QCF) Qualification type: NVQ and relevant components Assessment Observations, online tests, research assignments, work products, professional discussion and reflection. Awarding City & Guilds of London Institute Created 20170106 13:43:03 Updated 20170111 14:19:55
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Title: Diploma in Customer Service (QCF) Qualification: Diploma in Customer Service (QCF) Classification: Business, Administration and Law