OCR Level 3 NVQ Diploma Customer Service

The OCR Level 3 NVQ (NQF) in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervisions or on their own, such as in a commercial customer service environment.

This qualification is aimed at learners who will be delivering and managing service and will be accountable in the area of practice. It is suitable for learners who:
• Can influence what happens at work
• Use the organisations rules and systems flexibly to deliver good service
• Question the way things are done and suggest improvements
• Have good communication skills

We provide comprehensive course materials which are designed to help candidates produce a portfolio by default. Our tutors are qualified and experienced in their field and add value to learning.

Mandatory Units
F3 Demonstrate understanding of customer service (credit value: 6)
F4 Demonstrate understanding of the rules that impact on improvements in customer service (6)

Optional Units

A3 Communicate effectively with customers (credit value 5)
B2 Deliver reliable customer service (5)
B11 Improve the customer relationship (7)
B15 Build and maintain effective customer relations (8)
C5 Monitor and solve customer service problems (6)
D8 Work with others to improve customer service (8)
D10 Develop your own and others’ customer service skills (8)

Your Programme

The Level 3 Diploma in Customer Service consists of attendance at 4 training days plus up to one further day a week to support your learning as required by the learner.
Day 1 The Customer Service Context
Units: F4 and F3
Day 2 Communication Skills and Team Work
Units: A3 required, D8 and B15
Day 3 Handling Problems
Units: C5 required, and B11
Day 4 Development and Improvement
Units: D10 and B2

*learners must choose 3 out of 5 optional units including one ”D“ and one “B” unit

Progression
• ILM Level 5 Certificate in Coaching and
Mentoring
• OCR Level 4 Diploma in Career Information
and Advice
• OCR Level 6 Diploma in Career Guidance and
Development
• ILM Level 4 Diploma in Leadership and
Management
• OCR Level 5 Diploma in Management