| Duration: |
Framework takes between 12 and 24 months to complete. The framework involves: |
| Framework: |
National Vocational Qualification (NVQ) Level 3 in Customer Service
Key skills –
- Application of number - Level 2
- Communication – Level 2
- Information Technology
- Working with others
- Improving own learning
Customer Service Technical Certificate Level 3
Workbook |
| NVQ: |
There are a total of 6 units to complete, 1 of which is an optional unit.
5 main units are:
- Organise, deliver and maintain reliable customer service
- Improve the customer relationship
- Work with others to improve customer service
- Monitor and solve customer service problems
- Promote continuous improvement
|
Choice of units
(1 from 3)
|
- Develop your own and other’s customer service skills
- Organise and promote products or services to customers
- Lead the work of teams and individuals to improve customer service
|
| Customer Service Technical Certificate Level 3: |
Tests the Learners’ ability to apply their knowledge - Multiple Choice Test
There are 2 Units to complete:
- Advanced Principles of Customer Service
e.g. customer satisfaction, dealing with problems and complaints
- Customer Service in Context
e.g. Factors influencing Organisational and Customer needs
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| Workbook: |
To be completed – support and guidance given by Assessor |
| What commitment is required: |
- Induction at Wrexham ITeC – ½ Day
- Time to attend ITeC Workshops once a month – as required
- At least 2 hours a week to collect evidence in the workplace
- Assessor to visit the Learner in the workplace – at least once a month for 2 – 3 hours during which time the Learner will need to be released from work duties. (All visits by Assessor and days in ITeC will be on agreed pre-arranged dates).
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| The progress and success of the Learner will be enhanced by the support given by the organisation as well as the Assessor and Wrexham ITeC. |
| Cost: |
No direct cost to Employer or Employee. |
| How is it delivered: |
In the workplace and attending courses at ITeC |
| Benefits: |
On completion Learner gains -
- NVQ Certificate
- Customer Service Technical
- Certificate Level 3
- Commercial Courses Certificates (if attended)
- Key Skills Certificate (if not already achieved)
- High Street Vouchers on completion - subject to eligibility and current terms and conditions
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Cymraeg
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