QCF NVQ Diploma In Customer Service Level 3
The QCF NVQ Certificate in Customer Service level 2 is a nationally recognised qualification based on the national occupational standards developed by Asset Skills and awarded by City & Guilds.
The Diploma is aimed at Candidates who have significant responsibility for the delivery of service for both internal & external customers. They will be able to demonstrate an ability to find solutions to use customer service as a competitive tool. They will be able analyse information respond on a strategic level and suggest improvements and lead implementation using appropriate software.
Programme Details
- To achieve the level 3 Diploma you must reach a minimum credit value of 42.
- A minimum of 22 credits must be at level 3.
- 12 credits must be achieved from the Mandatory units.
- A further 30 credits must be achieved by completing a minimum of one unit from each Optional Group.
Mandatory Units
- 301 Demonstrate understanding of customer service
- 302 Demonstrate understanding of the rules that impact on improvements in customer service.
Optional Units
The optional unitsare broken down into groups. They cover
- Impression and image
- Service Delivery
- Handling Problems
- Development and Improvement
Within each group there are level 2 & 4 units, therefore being more flexible and adaptable to suit individuals abilities.
Assessment
Each learner is assigned an assessor who is responsible for:
- support and encouraging candidates;
- drawing up assessment plans with candidates;
- preparing candidates for assessment;
- provide equal opportunities for assessment;
- provide email, telephone support and monthly meetings.
Entry requirements
All candidates must be over the age of 16. They should be in role where they have the potential and opportunity to gain the work based evidence required.
