Customer Service Level Three

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The Customer Service Advanced Apprenticeship provides candidates with the skills and knowledge they need to enhance their work-based skills and to forward their career in Customer Service skills. It provides them with an overall awareness of Customer Service as well as giving them the opportunity to achieve a nationally recognised qualification. Over recent years, there has been a significant growth in such jobs, and such careers, in all industry sectors. This growth promoted the Customer Service Lead Body's initial research into the need for, and subsequent development of the NVQ in Customer Service. Since the original development of the Customer Service standard, the number of jobs has grown further and a high demand for an advanced Modern Apprenticeship in Customer has been identified.

To achieve a full certificate in Customer Service, you are required to complete the 2 mandatory units and 6 optional units (at least one from each theme).

MANDATORY UNITS

Theme: Customer Service Foundations

UNIT 7: Understand customer service to improve service delivery

UNIT 8: Know the rules to follow when developing customer service

OPTIONAL UNITS

Theme: Impression & Image

UNIT 13: Make customer service personal

UNIT 14: Go the extra mile in customer service

UNIT 15: Deal with customers in writing or using ICT

UNIT 18: Use customer service as a competitive tool

UNIT 19: Organise the promotion of services or products to customers

Theme: Delivery

UNIT 22: Deliver customer service on your customer's premises

UNIT 23: Recognise diversity when delivering customer service

UNIT 24: Deliver customer service using service partnerships

UNIT 25: Organise the delivery of reliable customer service

UNIT 26: Improve the customer relationship

Theme: Handling Problems

UNIT 32: Monitor and solve customer service problems

UNIT 33: Apply risk assessment to customer service

UNIT 34: Process customer service complaints

Theme: Development & Improvement

UNIT 39: Work with others to improve customer service

UNIT 40: Promote continuous improvement in customer service

UNIT 41: Develop your own and others' customer service skills

UNIT 42: Lead a team to improve customer service

UNIT 43: Gather, analyse and interpret customer feedback

KEY SKILLS

Key Skills were introduced into the NVQ framework as recent surveys showed that these were vital skills needed within the workforce. Each Key Skill is incorporated into both Level 2 & 3 and are in the following areas: -

 

TECHNICAL CERTIFICATES

Unit 1: Customer Service language and principles
Unit 2: Customer Service rules and regulations