JHP CARE - Make A Difference Everyday
CUSTOMER SERVICE
NVQ - Level 3
An NVQ requires you to successfully complete a number of units. For Customer Service Level 3, there are two mandatory units and six optional units (at least one from each theme).
Mandatory Units
- Understand customer service to improve service deliver
- Know the rules to follow when developing customer service
Optional Units
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
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
Handling Problems
- Monitor and solve customer service problems
- Apply risk assessment to customer service
- Process customer service complaints
Development & 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
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