Customer Service - Unit Summary Level 3

The Customer Service NVQ Level 3 consists of 2 Mandatory Units and 6 Optional Units.

The units are grouped into themes; the mandatory units come under one theme and the optional units are grouped into four further themes. You must choose at least one optional unit from each theme.

Mandatory Units

Foundation

• Unit 301 Understand customer service to improve service delivery
• Unit 302 Know the rules to follow when developing customer service

Optional Units

Impression and image

• Unit 205 Make customer service personal
• Unit 206 Go the extra mile in customer service
• Unit 207 Deal with customers in writing or using ICT
• Unit 303 Use customer service as a competitive tool
• Unit 304 Organise the promotion of services or products to customers

Delivery

• Unit 211 Deliver customer service on your customers’ premises
• Unit 212 Recognise diversity when delivering customer service
• Unit 305 Deliver customer service using service partnerships
• Unit 306 Organise the delivery of reliable customer service
• Unit 307 Improve the customer relationship

Handling Problems

• Unit 308 Monitor and solve customer service problems
• Unit 309 Apply risk assessment to customer service
• Unit 310 Process customer service complaints

Development and Improvement

• Unit 311 Work with others to improve customer service
• Unit 312 Promote continuous improvement in customer service
• Unit 313 Develop your own and others’ customer service skills
• Unit 314 Lead a team to improve customer service
• Unit 315 Gather, analyse and interpret customer feedback