Customer Service NVQ Level 4

This qualification sets out the nationally recognised standards for providing quality customer service to both your internal and external customers. It covers a wide range of customer service activities in different situations, some of which are complex or non-routine. This course aims to assist your organisation in providing a continually improving service to your customers.

Course objectives/key benefits:

Based on the national standards of Customer Service this programme is designed for people working in a customer service environment with a focus on managing and improving the quality of service. By the end of the programme candidates will have developed their knowledge of customer service and built a portfolio of evidence.

Who the course is aimed at:

The course is for candidates who manage a customer service environment, or anyone seeking management opportunities in an organisation which recognise the benefits of excellent customer service.

Course content:

• Each candidate will work with an Assessor who will visit them in their place of work. The Assessor will aid the candidate with the construction of the portfolio and observe them within the working environment. Candidates will be assessed on demonstrating their leadership, supporting and motivating others whilst building and maintaining customer relationships, understanding economics, the business environment and striving for continuing professional development.
• This programme is designed to be flexible and is tailored to meet individual requirements. The qualification should be completed within a year. If not achieved within the agreed timescales there may be additional costs.
• Candidates will be expected to attend a half day induction onto the Award where they will be issued with a portfolio to help with the construction of their own.

Course outcome/qualification:

NVQ Level 4 Customer Service.

Pre-requisite knowledge/qualification:

Must be in middle management, with responsibility for writing policies and procedures for the organisation which will affect the delivery of customer service. Completed a Customer Service NVQ Level 3 qualification and be prepared to join the Institute of Customer Service.