SVQ in Customer Service Level 3
Aim
The aim of this programme is to demonstrate that candidates are competent in their job role in line with occupational standards. These standards are agreed by employers and other training professionals to reflect key workplace activities and therefore specify what a competent practitioner should be able to do in any particular job role.
Objectives
Course Content
Mandatory Units (all units should be completed)
- Understand Customer Service To Improve Service Delivery
- Know The Rules To Follow When Developing Customer Service
Optional Units
Candidates must achieve 6 of the following units:
- 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
- Deliver Customer Service On Your Customers' Premises
- Recognise Diversity When Delivering Customer Service
- Deliver Customer Service Using Service Partnerships
- Organise The Delivery Of Reliable Customer Service
- Improve Customer Relationship
- Monitor And Solve Customer Service Problems
- Apply Risk Assessment To Customer Service
- Process Customer Service Complaints
- 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
Assessment
There is no written test or examination with an occupational standard or vocational qualification. The qualification is achieved through an assessment of the individual's ability to do his or her job to the required standard. The candidate is required to present evidence of competence taken from their everyday job. The assessment is carried out by a qualified assessor who is experienced in the same area of work.
Entry Requirements
There are no formal entry requirements although your role must entail sufficient complexity and autonomy to enable you to provide evidence of competency at this level.
