Customer Service

Course Overview

Type of Course and Awarding Body

NVQ - OCR

Level

Level Three

What's it all about?

Satisfied customers are the goodwill ambassadors of any organisation. If they get good service they will buy again and tell all their friends. Dissatisfied customers don't buy again and tell all their friends, relatives, the man at the bus stop - in fact anyone willing to listen - how bad a service they received.

On our work-based learning course you will perfect your skills to handle customers and deliver to them the first-class service that will have them lining up to be goodwill ambassadors for your business or organisation.

Progression

This qualification can enhance career prospects. Other courses of interest may include management qualifications.

Entry Requirements

You must be employed in a customer service role and have a substantial amount of cutomer service experience.

You will need to:

have the support from your line manager
have the opportunity to collect evidence in work to build a portfolio
have the opportunity for workplace observations.

Duration

One year

Business Benefits

This NVQ provides a framework to ensure your staff are competent in a range of skills, knowledge and understanding of the customer service functions required in their job role.

Run On Demand?

Yes

Roll On Roll Off?

Yes

Are there any exams?

Assessment is via direct observation in the workplace and through a portfolio of evidence.

Course Content

What does the course involve?

This course is aimed at those who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

It is suitable for candidates who:

can influence what happens at work
use the organisation's rules and systems flexibily to deliver good service
question the way things are done and suggest improvements
have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
are aware of the commercial or other pressures facing the oganisation/business.

To achieve a full OCR Level 3 NVQ Diploma in Customer Service, you must achieve 42 credits, 12 of which are mandatory and the remainder from four themes.

Mandatory Units

F3 Demonstrate understanding of customer service

F4 Demonstrate understanding of rules that impact on improvements in customer service

Optional Units

A choice of 58 specific units which are tailored to the customer service sector

Themes addressed are as follows:

Impression and image

Delivery

Handling problems

Development and improvement

Details of the individual units can be located on the following website www.ocr.org.uk.

When can I study?

Flexible learning

Course Facts

This course is run on a roll on roll off/run on demand basis, enrolments available throughout the year. . Please contact us for further information on 01752 305300 or e-mail info@cityplym.ac.uk.