Customer Service NVQ Level 4

Overview

Course title

Customer Service NVQ Level 4

Awarding body

Edexcel

Overview

Industry recognised certification for experienced service providers

Intended for

Experienced personnel who are in a position to influence customer service operations, policy and strategy.

Duration

9-12 months

Course structure

Onsite induction + 4-5 short onsite assessments

Requirements

Candidates complete 9 units (2 core units and 7 optional units)

Content

Core Units

Understand customer service to improve service delivery

Know the rules to follow when developing customer service

Optional Units

Use customer service as a competitive tool

Champion customer service

Maintain and develop a healthy and safe customer service environment

Plan, organise and control customer service operations

Evaluate the quality of customer service

Build and maintain effective customer relations

Apply risk assessment to customer service

Handle referred customer complaints

Lead a team to improve customer service

Implement quality improvements to customer service

Plan and organise the development of customer service staff

Develop a customer service strategy for an area

Work as a member of a team to deliver seamless customer service

Manage a customer service award programme

Delivery

In-company programme for individuals or groups

Assessment

Observation, discussion, personal statement, supporting documentation, testimony, work-based project

Learner support

On-line learning library + optional in-company workshops

Highlights

Flexible, streamlined assessment. Minimal paperwork and no portfolio building

Progression

Management NVQ Level 4

BTEC Diploma in Service Management

Fees

Subject to quotation