Customer Service

We offer customer service at NVQ level 3 and Level 3 diploma.

Take recognition for your ability to create a great customer-service experience with the NVQ Certificate or Diploma in Customer Service. These bring you the City & Guilds Certificate.

The qualifications include levels for those at any stage of career development – from those who are just starting out to those responsible for an organisation’s overall customer-service strategy. These are also excellent validation certificates for every vocational achievement.

Who are they for?

The NVQ Certificate/Diploma in Customer Service is for anyone who works in a customer-service role in any work situation which can include for volunteers or people in business.

You don’t need any prior qualifications. For level 2, you might be a new volunteer or starting new in a business. Level 3 must be at least 16 years old and for Level 3 Diploma you must be at least 18.

Level 2

Level 2 will suit you if you have some experience in customer service and are able to handle more difficult customers. You are looking to improve your skills and become more involved in making improvements to your team’s level of customer service. Progression onto Level 3.

You complete two core units:

  • Communicate using customer service language
  • Follow the rules to deliver customer service. Plus you take 20 credits’ worth of optional units, choosing Level 2 context from 4 groups:
  • Impression and image / Delivery / Handling problems / Development and improvement.

Level 3

At Level 3, you are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation. You complete two core units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service.
    Plus you take 30 credits’ worth of optional units, choosing Level 3 context from 4 groups:
  • Impression and image / Delivery / Handling problems / Development and improvement.

Level 3 Diploma

Level 4 is ideal if you are responsible for developing and implementing customer-service strategies for your team, department or organisation. You’re looking to develop the skills needed to manage and resolve challenging issues raised by customers.

You complete two core units:

  • Demonstrate understanding of customer service management
  • Follow organisational rules, legislation and external regulations when managing customer service.
    Plus you take 47 credits’ worth of optional units, choosing Level 4 context from 4 groups:
  • Impression and image / Delivery / Handling problems / Development and improvement.

Prices

Customer Service Level 2 £990
Customer Service Level 3 £1,500
Customer Service level 3 Diploma £1,800

2016/17 prices include resources, accreditation and certification.

Where possible start dates are arranged to suit your training plans and business needs.

The courses are delivered at your premises or, a location of convenience for your organisation.

Please Note
City & Guilds Certificates or Diplomas require all units to be achieved within 3 years of commencing your learner journey.

Minimum time scale allowed is spread over 10 weeks.

Accreditation of Prior Achievement is allowed for evidence within the last 3 years.

VAT is included in our price structure wherever applicable during 2016 / 2017

Help or guidance with your learning and development issues is available on request.

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