NVQ 3 in Customer Service
2 mandatory units and 6 optional units (at least 1 from each
theme)
Total = 8 units
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 diversity 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.