Qualification Details

Level 3 NVQ in Customer Service

Qual Ref: 500/1004/9

This NVQ is for individuals whose job role requires them to deliver continually improving service to customers.

These individuals may be in roles that carry a customer service specific job title, or their primary responsibility (e.g. receptionist) is to deliver excellent service to customers. However the NVQ is also for individuals who may not regard customer service as their primary responsibility, but recognise that customer service competencies are essential to complement their technical skills.

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

All Customer Service NVQs are broken down into distinct Units (mandatory and optional). Each Unit is assigned to one of five themes that describe the key customer service functions, as follows:
Customer service foundations
(Know and understand the language and concepts of customer service within the organisational context and external environment)
Impression and image
(Build, maintain and develop customer relationships)
Delivery
(Meet or exceed customer expectations during customer service delivery)
Handling problems
(Maintain customer loyalty by handling customer service problems effectively)
Development and Improvement (Develop activities and approaches that identify and deliver improvements to customer service)

The qualification is assessed via the collection of portfolio evidence of real work.

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