OCR NVQ Diploma Customer Service Level 3

Suitable For

Suitable for personnel who can influence what happens at work

• Use the organisation's rules and systems flexibly 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 ensure the needs of the customer are met
• Are aware of the commercial or other pressures facing the organisation/business.

Course Content

To achieve this qualification, candidates must achieve a total of 42 credits made up as follows:

• Mandatory units Group A - 12 credits
• Optional Groups - 30 credits by completing a minimum of one unit from each optional group, of which a minimum of 10 credits must be achieved at Level 3 Mandatory Units:
• Demonstrate understanding of customer service
• Demonstrate understanding of the rules that impact on improvements in customer service Optional Units: Group B - Impression and Image Group C - Delivery of customer service Group D - Handling problems Group E - Development and improvement

Assessment Method

You will be allocated an assessor who will observe you carrying out your customer service role in the workplace.

Entry Requirements

No formal entry requirements but you need to be employed and working in a Customer Service role.