Qualification Details

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Level 3 Certificate in Customer Service for the Motor Industry

Qual Ref: 500/1549/7

These IMI Awards VRQs are learning programmes which offer individuals working in the retail motor industry the opportunity to develop, improve and gain recognition in customer service.  They are contextualised for the retail motor industry environment and include the underpinning knowledge required to deliver reliable customer service.  The qualifications contain the essential skills for anyone dealing directly with a sales or after-sales environment.

They suit service and parts advisors and body-shop receptionists.  However the qualifications are also for individuals who recognise that customer service competencies complement their technical skills, for example, a tyre fitter, parts operative or technician.  At Level 2, the optional units also make it appropriate for those working in a call centre, who do not have face to face contact with customers.

These qualifications provide an opportunity for progression in the workplace and/or in education. They are flexible and transferable qualifications and can be used by both technical and non-technical staff.

These IMI Awards VRQs are based upon the Institute of Customer Service National Occupational Standards (2006) and meet the requirement for a Technical Certificate within the ICS Customer Service Apprenticeship. They are assessed via IMI Awards set practical assessments and online tests.