Introduction

This qualification recognises learners within a customer service environment. This qualification is based on the ICS National Occupational Standards at Level 3 and recognises occupational competence at this level. This qualification incorporates a choice of optional units which will enable learners to tailor the qualification to meet their needs.

Qualification structure and credit value

•    The learner must achieve 12 credits from the Mandatory Units
•    A further 30 credits must be achieved by completing a minimum of one unit from each Optional Group
•    A minimum of 22 credits must be at Level 3 or above.

Mandatory units

All learners must successfully achieve 12 credits from the following mandatory units:

  • Demonstrate understanding of customer service (K/601/1622) this unit is worth 6 credits
  • Demonstrate understanding of the rules that impact on improvements in customer service (J/601/1627) this unit is worth 6 credits.

Optional Units
Learners must achieve a further 30 credits by completing a minimum of one unit from each of the following optional groups:

Impression and Image

  • Communicate effectively with customers (R/601/1212) this unit is worth 5 credits
  • Give customers a positive impression of yourself and your organisation (L/601/0933) this unit is worth 5 credits
  • Promote additional services or products to customers (D/601/0936) this unit is worth 6 credits
  • Process information about customers (H/601/1215) this unit is worth 5 credits
  • Live up to the customer service promise (M/601/1217) this unit is worth 6 credits •    Make customer service personal (T/601/1218) this unit is worth 6 credits
  • Go the extra mile in customer service (M/601/1220) this unit is worth 6 credits
  • Deal with customers face to face (T/601/1221) this unit is worth 5 credits
  • Deal with incoming telephone calls from customers (F/601/1223) this unit is worth 5 credits
  • Make telephone calls to customers (J/601/1224) this unit is worth 6 credits
  • Deal with customers in writing or electronically (R/601/1226) this unit is worth 6 credits
  • Use customer service as a competitive tool (D/601/1228) this unit is worth 8 credits
  • Organise the promotion of additional services or products to customers (D/601/1231) this unit is worth 7 credits
  • Build a customer service knowledge set (K/601/1233) this unit is worth 7 credits
  • Champion customer service (T/601/1235) this unit is worth 10 credits
  • Make customer service environmentally friendly and sustainable (F/601/1237) this unit is worth 11 credits

Delivery

  • Do your job in a customer-friendly way (A/601/1205) this unit is worth 5 credits
  • Deliver reliable customer service (J/601/1210) this unit is worth 5 credits
  • Deliver customer service on your customer’s premises Y/601/1213) this unit is worth 5 credits
  • Recognise diversity when delivering customer service (K/601/1216) this unit is worth 5 credits
  • Deal with customers across a language divide (A/601/1219) this unit is worth 8 credits
  • Use questioning techniques when delivering customer service 9A/601/1222) this unit is worth 4 credits
  • Deal with customers using bespoke software (L/601/1225) this unit is worth 5 credits
  • Maintain customer service through effective hand over (Y/601/1227) this unit is worth 4 credits
  • Deliver customer service using service partnerships (H/601/1229) this unit is worth 6 credits
  • Organise the delivery of reliable customer service (Y/601/1230) this unit is worth 6 credits
  • Improve the customer relationship (H/601/1232) this unit is worth 7 credits
  • Maintain and develop a healthy and safe customer service environment (M/601/1234) this unit is worth 8 credits
  • Plan, organise and control customer service operations (A/601/1236) this unit is worth 10 credits
  • Review the quality of customer service (J/601/1238) this unit is worth 8 credits
  • Build and maintain effective customer relations (L/601/1239) this unit is worth 8 credits
  • Deliver seamless customer service with a team (F/601/1240) this unit is worth 8 credits

Handling Problems

  •  Resolve customer service problems (M/601/1511) this unit is worth 6 credits
  • Deliver customer service to difficult customers (T/601/1512) this unit is worth 6 credits
  • Monitor and solve customer service problems (J/601/1515) this unit is worth 6 credits
  • Apply risk assessment to customer service (D/601/1519) this unit is worth 10 credits
  • Process customer service complaints (D/601/1522) this unit is worth 6 credits Handle referred customer complaints
  • Handle referred customer complaints (K/601/1524) this unit is worth 10 credits Development and Improvement
  • Develop customer relationships (T/601/1526) this unit is worth 6 credits
  • Support customer service improvements (A/601/1530) this unit is worth 5 credits
  • Develop personal performance through delivering customer service (R/601/1534) this unit is worth 6 credits
  • Support customers using on-line customer services (H/601/1540) this unit is worth 5 credits
  • Buddy a colleague to develop their customer service skills (M/601/1542) this unit is worth 5 credits
  • Develop your own customer service skills through self-study (R/601/1548) this unit is worth 6 credits
  • Support customers using self-service technology (Y/601/1549) this unit is worth 5 credits
  • Work with others to improve customer service (D/601/1553) this unit is worth 8 credits
  •  Promote continuous improvement (H/601/1554) this unit is worth 7 credits
  • Develop your own and others’ customer service skills (K/601/1555) this unit is worth 8 credits
  • Lead a team to improve customer service (H/601/1568) this unit is worth 7 credits
  •  Gather, analyse and interpret customer feedback (H/601/1571) this unit is worth 10 credits
  • Monitor the quality of customer service transactions (T/601/1574) this unit is worth 7 credits
  • Implement quality improvements to customer service (L/601/1578) this unit is worth 10 credits
  • Plan and organise the development of customer service staff (L/601/1581) this unit is worth 9 credits
  • Develop a customer service strategy for a part of an organisation (M/601/1587) this unit is worth 11credits
  • Manage a customer service award programme (A/601/1592) this unit is worth 7 credits
  • Apply technology or other resources to improve customer service (Y/601/1597) this unit is worth 11 credits
  • Review and re-engineer customer service processes (R/601/1601) this unit is worth 11 credits
  • Manage customer service performance (K/601/1605) this unit is worth 7 credits

Assessment

Internally assessed:

  • Portfolio of evidence
  • Practical demonstration / Assignment
  • Coursework

For full details, including pricing and learning hours, please download Active IQ NVQ course PDF

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