This course delivers practical units on how to prepare for customer service, as well as providing an excellent customer service. It is an ideal course for those working on a reception desk, food and drink service or any other customer facing role.
Candidates will be confident in delivering a quality customer service which exceeds expectations and be able to handle any complaints professionally.
To achieve a full OCR Level 3 NVQ in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.
Mandatory units
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
Optional units
Theme: Impression and Image
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing or using ICT
- Use customer service as a competitive tool
- Organise the promotion of services or products to customers
Theme: Delivery
- Deliver customer service on your customer’s premises
- Recognise persity when delivering customer service
- Deliver customer service using service partnerships
- Organise the delivery of reliable customer service
- Improve the customer relationship
Theme: Handling Problems
- Monitor and solve customer service problems
- Apply risk assessment to customer service
- Process customer service complaints
Theme: Development and Improvement
- Work with others to improve customer service
- Promote continuous improvement in customer service
- Develop your own and others’ customer service skills
- Lead a team to improve customer service
- Gather, analyse and interpret customer feedback
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