NVQ LEVEL 3 IN CUSTOMER SERVICE

(Five Mandatory Units and One Optional Unit for the full award)

Mandatory Units

1 Organise, deliver and maintain reliable customer service

1.1 Plan and organise the delivery of reliable customer service

1.2 Review and maintain customer service delivery

1.3 Use recording systems to maintain reliable customer service

2 Improve the customer relationship

2.1 Improve communications with your customers

2.2 Balance the needs of your customer and your organisation

2.3 Exceed customer expectations to develop the relationship

3 Work with others to improve customer service

3.1 Work with others to follow plans for improving customer service

3.2 Monitor your own performance against plans to improve customer service

3.3 Monitor joint performance against plans to improve customer service

4 Monitor and solve customer service problems

4.1 Solve immediate customer service problems

4.2 Identify repeated customer service problems and options for solving them

4.3 Take action to avoid the repetition of customer service problems

5 Promote continuous improvement

5.1 Plan improvements in customer service based on customer feedback

5.2 Implement changes in customer service

5.3 Review changes that promote continuous improvement

Optional Units

6 Develop your own and others’ customer service skills

6.1 Develop your own customer service skills

6.2 Plan the coaching of others in customer service

6.3 Coach others in customer service

7 Organise and promote products or services to customers

7.1 Offer additional products or services

7.2 Organise customer support to promote use of additional products or services

7.3 Monitor the promotion of additional products or services

8 Lead the work of teams and individuals to improve customer service

8.1 Plan and organise the work of teams and individuals

8.2 Provide support for team members and individuals

8.3 Review performance of team members and individuals