Qualification Details

Level 3 NVQ Diploma in Customer Service (QCF)

Qual Ref: 500/9349/6

This NVQ is for individuals whose job role requires them to deliver continually improving service to customers. At Level 3, individuals are likely to be in roles where, e.g.
· they have the opportunity to influence what happens at work, though not necessarily in a management or supervisory position
· they will have the experience to know how to use rules and systems flexibly to deliver good service
· they have the confidence to question the way things are done and to suggest improvements
· they have excellent communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
· they have an awareness of the commercial or other pressures on their organisation.

The NVQ is based around 5 key themes:
A. Customer Service Foundations
Know, understand and apply the language and concepts of customer service
B. Impression and Image
Build, maintain and develop customer relationships
C. Delivery
Meet or exceed customer expectations during customer service delivery
D. Handling Problems
Maintain customer loyalty by handling customer service problems effectively
E. Development and Improvement
Develop activities and approaches that identify and deliver improvements to customer service

These themes are provided as units, many of which are optional, therefore providing candidates with the flexibility to select functions which best fit their job role. 

Candidates can undertake this NVQ as part of the Customer Service Apprenticeship framework.

IMI Awards will adhere to the assessment strategy as set by the Institute of Customer Service.

For further information and advice please contact an IMI Awards approved centre.