Customer Service Level 3

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National Vocational Qualification in Customer Service
Level 3 Units and Unit Options

The NVQ consists of both mandatory and optional units.
To achieve the full qualification learners must achieve eight units in total, two mandatory and six optional.

Mandatory Units:

• Understand customer service to improve service delivery
• Know the rules to follow when developing customer service

Optional Units (choose 6 of the following 18, one from each theme plus two others from any of the theme):

Theme: 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

Theme: 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

Theme: Handling Problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Theme: Development and 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