City & Guilds Level 3 NVQ (Hybrid) Diploma in Customer Service: 55 Credits (60135645)

Written by bruno on . Posted in Customer Services

This Level 3 Diploma is a hybrid qualifications, made up of competence and knowledge units. The qualification can be delivered on its own or as part of the Customer Service Apprenticeship. It was developed in collaboration with Skills CFA (The Council for Administration) using the recently updated NOS (National Occupational Standards) written in conjunction with employers. Gain recognition for your ability to create a great customer-service experience with this level 3 Customer Service qualification. Having great customer service skills can help you move up in your career, no matter what area you're working in. The Customer Service qualifications are ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.
This qualification aims to develop an understanding of how customer service delivery and legislation affects customer expectations and how the customer service process can be developed and improved through customer feedback, promotion of products and services and effective teamwork. Assessment is through the completion of assignments. Learners can progress onto the 4 NVQ/SVQs in Customer Service. Learners may progress onto the NVQs in other work related areas (for example Retail, Administration, Contact Centres, IT and other technical sectors). Learners could progress into employment in any industry in a customer service role and/or into a Team Leading qualification with the Institute of Leadership and Management (ILM).

City & Guilds Level 3 NVQ (QCF) Diploma in Customer Service: 42 credits (5008818X)

Written by bruno on . Posted in Customer Services

The level 3 City & Guilds NVQ Diploma in Customer Service qualification aims to provide opportunities to demonstrate understanding of customer service as a competitive tool and to be proactive in finding solutions both within and externally to their organisation. Learners are likely to have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Learners will demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation, using software solutions as appropriate. The assessment methodology will include observations in the workplace, inspection of work products, learner statements, oral questions and discussions, written questions, witness testimony. On completion of this qualification learners may progress further within their employment and to the following City & Guilds qualifications:
  • Level 4 NVQ Diploma in Customer Service
  • Level 3 NVQ Certificate in Customer Service
  • Customer Service Advanced Apprenticeship
  • NVQ/SVQs in other work-related areas (for example Administration, Retail, Contact Centres Accounting, IT and other technical sectors)
  • Institute of Leadership and Management (ILM) qualifications

City & Guilds Level 2 NVQ (Hybrid) Diploma in Customer Service: 45 Credits (60135621)

Written by bruno on . Posted in Customer Services

The Level 2 Diploma is a hybrid qualification, made up of competence and knowledge units. This qualification can be delivered on its own or as part of the Customer Service Apprenticeship. It was developed in collaboration with Skills CFA (The Council for Administration) using the recently updated NOS (National Occupational Standards) written in conjunction with employers. Learners gain recognition for your ability to create a great customer-service experience with the level 2 Customer Service qualification. Having great customer service skills can help you move up in your career, no matter what area you're working in. The level 2 Diploma in Customer Service forms part of the level 2 Customer Service Apprenticeships. The Customer Service qualifications are ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.
This qualification is assessed in the learner’s workplace through observation, inspection of work products, oral questions and discussions, learner statements and witness testimony. On completion of this qualification learners may progress within employment and to the following City & Guilds qualifications:
  • Level 3 NVQ Diploma in Customer Service
  • Customer Service Apprenticeship
  • NVQ/SVQs in other work-related areas (for example Administration, Retail, Contact Centres, Accounting, IT and other technical sectors)

City and Guilds Level 2 NVQ Certificate in Customer Service: 28 Credits (50093411)

Written by bruno on . Posted in Customer Services

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 own skills and become more involved in making improvements to your team's level of customer service. There are no formal entry requirements for candidates undertaking this qualification. However, centres must ensure that candidates have the potential and opportunity to gain the qualification successfully. You complete two core units:
  • Communicate using customer service language
  • Follow the rules to deliver customer service.
You also take 20 credits' worth of optional units. You choose at least one unit from each of four groups:
  • Impression and image group
  • Delivery group
  • Handling problems group
  • Development and improvement group.