L3 NVQ Diploma in Customer Service

L3 NVQ Diploma in Customer Service

This qualification is ideal for people who have the scope to bring about permanent improvements in service delivery that benefit their organisation and its customers. These people don’t necessarily have to be in a role where they�re directly responsible for people.

Aim:This qualification is ideal for people who have the scope to bring about permanent improvements in service delivery that benefit their organisation and its customers. These people don’t necessarily have to be in a role where they’re directly responsible for people.

Type: QCF

Level: Level 3

Minimum entry age: 16

Guided Learning Hours: 279 – 360

Credit value: 42

SLN value: VARIABLE

Mandatory Units

1. DEMONSTRATE UNDERSTANDING OF CUSTOMER SERVICE

2. DEMONSTRATE UNDERSTANDING OF THE RULES THAT IMPACT ON IMPROVEMENTS IN CUSTOMER SERVICE

Optional Units

3. DEAL WITH CUSTOMERS FACE TO FACE

4. DEAL WITH INCOMING TELEPHONE CALLS FROM CUSTOMERS

5. MAKE TELEPHONE CALLS TO CUSTOMERS

6. DEAL WITH CUSTOMERS IN WRITING OR ELECTRONICALLY

7. USE CUSTOMER SERVICE AS A COMPETITIVE TOOL

8. ORGANISE THE PROMOTION OF ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

9. BUILD A CUSTOMER SERVICE KNOWLEDGE SET

10. CHAMPION CUSTOMER SERVICE

11. MAKE CUSTOMER SERVICE ENVIRONMENTALLY FRIENDLY AND SUSTAINABLE

12. COMMUNICATE EFFECTIVELY WITH CUSTOMERS

13. GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION

14. PROMOTE ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS

15. PROCESS INFORMATION ABOUT CUSTOMERS

16. LIVE UP TO THE CUSTOMER SERVICE PROMISE

17. MAKE CUSTOMER SERVICE PERSONAL

18. GO THE EXTRA MILE IN CUSTOMER SERVICE

19. ORGANISE THE DELIVERY OF RELIABLE CUSTOMER SERVICE

20. IMPROVE THE CUSTOMER RELATIONSHIP

21. MAINTAIN AND DEVELOP A HEALTHY AND SAFE CUSTOMER SERVICE ENVIRONMENT

22. PLAN, ORGANISE AND CONTROL CUSTOMER SERVICE OPERATIONS

23. REVIEW THE QUALITY OF CUSTOMER SERVICE

24. BUILD AND MAINTAIN EFFECTIVE CUSTOMER RELATIONS

25. DELIVER SEAMLESS CUSTOMER SERVICE WITH A TEAM

26. DELIVER RELIABLE CUSTOMER SERVICE

27. DELIVER CUSTOMER SERVICE ON YOUR CUSTOMER’S PREMISES

28. RECOGNISE DIVERSITY WHEN DELIVERING CUSTOMER SERVICE

29. DEAL WITH CUSTOMERS ACROSS A LANGUAGE DIVIDE

30. USE QUESTIONING TECHNIQUES WHEN DELIVERING CUSTOMER SERVICE

31. DEAL WITH CUSTOMERS USING BESPOKE SOFTWARE

32. MAINTAIN CUSTOMER SERVICE THROUGH EFFECTIVE HANDOVER

33. DELIVER CUSTOMER SERVICE USING SERVICE PARTNERSHIPS

34. RESOLVE CUSTOMER SERVICE PROBLEMS

35. DELIVER CUSTOMER SERVICE TO DIFFICULT CUSTOMERS

36. MONITOR AND SOLVE CUSTOMER SERVICE PROBLEMS

37. APPLY RISK ASSESSMENT TO CUSTOMER SERVICE

38. PROCESS CUSTOMER SERVICE COMPLAINTS

39. HANDLE REFERRED CUSTOMER COMPLAINTS

40. DEVELOP CUSTOMER RELATIONSHIPS

41. DEVELOP YOUR OWN AND OTHERS’ CUSTOMER SERVICE SKILLS

42. LEAD A TEAM TO IMPROVE CUSTOMER SERVICE

43. GATHER, ANALYSE AND INTERPRET CUSTOMER FEEDBACK

44. MONITOR THE QUALITY OF CUSTOMER SERVICE TRANSACTIONS

45. IMPLEMENT QUALITY IMPROVEMENTS TO CUSTOMER SERVICE

46. PLAN AND ORGANISE THE DEVELOPMENT OF CUSTOMER SERVICE STAFF

47. DEVELOP A CUSTOMER SERVICE STRATEGY FOR A PART OF AN ORGANISATION

48. MANAGE A CUSTOMER SERVICE AWARD PROGRAMME

49. APPLY TECHNOLOGY OR OTHER RESOURCES TO IMPROVE CUSTOMER SERVICE

50. REVIEW AND RE-ENGINEER CUSTOMER SERVICE PROCESSES

51. SUPPORT CUSTOMER SERVICE IMPROVEMENTS

52. MANAGE CUSTOMER SERVICE PERFORMANCE

53. DEVELOP PERSONAL PERFORMANCE THROUGH DELIVERING CUSTOMER SERVICE

54. SUPPORT CUSTOMERS USING ON-LINE CUSTOMER SERVICES

55. BUDDY A COLLEAGUE TO DEVELOP THEIR CUSTOMER SERVICE SKILLS

56. DEVELOP YOUR OWN CUSTOMER SERVICE SKILLS THROUGH SELF-STUDY

57. SUPPORT CUSTOMERS USING SELF-SERVICE TECHNOLOGY

58. WORK WITH OTHERS TO IMPROVE CUSTOMER SERVICE

59. PROMOTE CONTINUOUS IMPROVEMENT

Next:  L4 NVQ Diploma in Customer Service

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