Customer Service

Key information
Course Type: 
NVQ
Subject Area: 
A Levels
Level: 
Level 3
Full-time/Part-time: 
PT
Start Date: 
Flexible
Awarding Body: 
City & Guilds
Cost: 
16 – 18 Free. 19+ Will require an employers contribution
Introduction
About the course: 

Level 3 NVQ Diploma in Customer Service

Employer Rights and Responsibilities (ERR)
Personal Learning and Thinking Skills

Description
Who is the course suitable for?: 

The NVQ is primarily aimed at individuals whose job role is dedicated to customer service as an occupation, for example: Customer Relationship Managers, Co-ordinators and Team Leaders.

Many employers also select the Customer Service NVQ to compliment an individual’s technical skills, for example Care Assistants, Dispensing Assistants, Dental Nurses or Cinema Operatives, etc. There are a wide variety of other job roles within which customer service skills complement other technical skills.

This programme has been designed as a practical work related course. You will be required to come into the College for taught theory sessions. An assessor will visit you in the workplace to observe practical activities. You will need to be working in an environment which will enable you collect the required evidence

Entry Requirements: 

You must be employed within a Customer Service setting and you must be at least 16 years of age with no upper age limit.

You will need to undertake a skills scan relevant to a Customer Service role including a basic skills assessment

Why Study?: 

The Customer Service NVQ responds to the employer need for high levels of customer service skills within a wide range of organisations.

Customer service skills are transferable across sectors and can be applied to many job roles

Progression Opportunities: 

You may be able to progress on to further education eg:, depending on the subject you wish to study.

Why Harlow?: 

Assessment opportunities are negotiated with your assessor on a one to one basis.

You can commence your apprenticeship course with the college at any time during the year

Other Info: 

Whatever job role or sector a Customer Service apprentice might work in, they will be learning and understanding the key concepts of customer service and how to apply customer service knowledge and skills in the workplace.

For an Advanced apprentice these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.

Modules
Core Modules: 

Candidates may need to attend classroom session to complete their portfolio of work, but will need to attend classroom sessions to complete end exam

NVQ- Level 3 NVQ Diploma in Customer Service comprises of 42 credits, 12 of which must be gained from two Mandatory units.

Other optional units, will be selected to which are relevant to your job role.

You will be allocated an NVQ assessor who will conduct the assessment process in college and carry out observations in the workplace.

Optional Modules: 

Below: a selection of some of the optional units.

• Promote additional services or products to customers.
• Make customer service personal
• Deal with customers face to face
• Make telephone calls to customers
• Deliver reliable customer service
• Deal with customers across a language divide
• Resolve customer service problems
• Support customers using on-line customer services

Additional information
Assessment methods: 

Assessment via
• On line assessment
• Observation
• Professional discussion
• Witness statements
• Provision of evidence to show competence in customer service role

Who will be teaching?: 

Qualified Customer Service Assessors and Tutors

What has to be provided?: 

You will need to provide stationary, folder, text book and memory stick

How many people will be on the course?: 
10 Approximately
What support will be provided?: 

Our Teaching and Learning Strategy is at the core of our approach to our students and their learning. We aim to provide a learning community where students achieve excellence and where achievement is celebrated. We want you to enjoy your time at college and to be successful.

As a student at Harlow College you can expect the following approaches to teaching and learning:

Your tutors will plan your learning so that you have the opportunity to achieve at your maximum potential
They will ensure that you have plenty of opportunities to apply and consolidate your learning and will encourage and support you.

You will have an Individual Learning Plan (ILP) where you will be set agreed daily and weekly targets. Your tutors will make it clear to you what your focus for each individual day should be and will work with you until you achieve your daily targets.

Your targets and your achievement will be monitored on a daily and weekly basis to ensure that your learning is successful and so that you are clear as to how well you are progressing
You will need to monitor your own progress too. We want you to become self-critical and to think about how you can improve.

We will expect you to work hard and productively and to be in college for as long as it is necessary for you to meet your targets and succeed in your learning. The pace at which you work is monitored but you will be expected to meet your daily target before you finish for the day.

Tutorials, workshops, Individual Learning Plans, regular feedback to parents, Additional Learning Support in the classroom or on a 1 to 1 basis

You will be taught in a classroom and workshop environment along with on the job training and assessed via theoretical, practical and work-based assessments.

We offer help and support where required based on your individual needs

Apply for this course
How to apply: 

Applicants must complete a full-time application form and provide a reference from their last school/college/employment

Interview process: 

All applicants are interviewed and coffers are made subject to suitability and qualifications.