OCR LEVEL 3 NVQ

 

CUSTOMER SERVICE

 

TARGET MARKET

 

The OCR Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

 

It is suitable for candidates who:

  • can influence what happens at work
  • use the organisation’s rules and systems flexibly to deliver good service
  • question the way things are
    done and suggest improvements
  • have good communication skills
    and a wide knowledge of what to do, who to see and where to go to get things
    done for the customer
  • are aware of the commercial or
    other pressures facing the organisation/ business

 

AIM OF QUALIFICATION

 

The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Level 2, 3 or 4.

 

They provide a statement of competence that testifies to the ability of candidates to work to meet customer objectives.  They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

 

These NVQs assess a candidate’s competence against the national occupational standards for Customer Service at Levels 2, 3 and 4. Candidates must prove they are competent in a wide range of activities.

 

Benefits of these NVQs

 

Learners will benefit from:

 

  • A clearer understanding of their responsibility within their organisation
  • The opportunity to develop new skills
  • The recognition of existing skills

           

Employers will benefit from:

 

  • Improved staff performance and motivation
  • Improvements in the quality of service to customers
  • The opportunity to ensure levels of service are to national standard
  • Improvements in the quality and service provided

 

Structure of NVQ

 

To achieve a full OCR Level 3 Diploma NVQ in Customer Service, candidates must achieve 42 credits; 12 credits from the mandatory units and 30 credits from optional units. Candidates must select as least 1 unit from each optional group. A minimum of 10 credits
from the optional units must be achieved at level 3

 

Mandatory Units

 

F3        Demonstrate understanding of customer service

F4        Demonstrate understanding of the rules that impact on improvements in customer  

           service

 

Optional Units

 

Theme: Impression and Image

 

A3       Communicate effectively with customers

A4       Give customers a positive impression of yourself and your organisation

A5       Promote additional services or products to customers

A6       Process information about customers

A7       Live up to the customer service promise

A8       Make customer service personal

A9       Go the extra mile in customer service

A10     Deal with customers face to face

A11     Deal with incoming telephone calls from customers

A12     Make telephone calls to customers

A13     Deal with customers in writing or electronically

A14     Use customer service as a competitive tool

A15     Organise the promotion of additional services or products to customers

A16     Build a customer service knowledge set

A17     Champion customer service

A18     Make customer service environmentally friendly and sustainable

 

Theme: Delivery

 

B2       Deliver reliable customer service

B3       Deliver customer service on your customer’s premises

B4       Recognise diversity when delivering customer service

B5       Deal with customers across a language divide

B6       Use questioning techniques when delivering customer service

B7       Deal with customers using bespoke software

B8       Maintain customer service through effective hand over

B9       Deliver customer service using service partnerships

B10     Organise the delivery of reliable customer service

B11     Improve the customer relationship

B12     Maintain and develop a healthy and safe customer service environment

B13     Plan, organise and control customer service operations

B14     Review the quality of customer service

B15     Build and maintain effective customer relations

B16     Deliver seamless customer service with a team

 

Theme: Handling Problems

 

C3       Resolve customer service problems

C4       Deliver customer service to difficult customers

C5       Monitor and solve customer service problems

C6       Apply risk assessments to customer service

C7       Process customer service complaints

C8       Handle referred customer complaints

 

Theme: Development and Improvement

 

D1       Develop customer relationships

D2       Support customer service improvements

D3       Develop personal performance through delivering customer service

D4       Support customers using on-line customer services

D5       Buddy a colleague to develop their customer service skills

D6       Develop your own customer service skills through self-study

D7       Support customers using self-service technology

D8       Work with others to improve customer service

D9       Promote continuous improvement

D10     Develop your own and others’ customer service skills

D11     Lead a team to improve customer service

D12     Gather, analyse and interpret customer feedback

D13     Monitor the quality of customer service transactions

D14     Implement quality improvements to customer service

D15     Plan and organise the development of customer service

D16     Develop a customer service strategy for a part of an organisation

D17     Manage a customer service award programme

D18     Apply technology or other resources to improve customer service

D19     Review and re-engineer customer service processes

D20     Manage customer service performance

           

Delivery

 

This course will be supported by learndirect online materials with feedback from
tutors and tutorials. All candidates will be observed in the workplace

 

Assessment

 

Like all NVQs, these qualifications are competence-based. This means that they are linked to a person’s ability to competently perform a range of tasks connected with their work.

 

To gain these NVQs a candidate must achieve the level of competence described in the NVQ units of competence.

The units of competence contain the national occupational standards for Customer Service NVQs at Level 2, 3 and 4.