Customer Service - Diploma NVQ Level 4

About this course

Benefits　

Develop your skills, improve staff motivation and performance and deliver excellent customer service.

Who should attend　

For those working in a senior role and whose position allows them to influence how customer service is delivered by their organisation.　

Course Content

Learners are required to achieve 67 credits; 20 credits from the mandatory units and 47 credits from the optional units.　 Candidates must select at least 1 unit from each optional group.　 A minimum of 15 credits from the optional units must be achieved.

Mandatory units

• Demonstrate understanding of customer service management
• Follow organisational rules, legislation and external regulation when managing customer service

Optional units
Theme – Impression and Image

• Deal with customers in writing or electronically
• Use customer service as a competitive tool
• Organise the promotion of additional services or products to customers
• Build a customer service knowledge set
• Champion customer service Make customer service environmentally friendly and sustainable

Theme - Delivery

• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship
• Maintain and develop a healthy and safe customer service environment
• Plan, organise and control customer service operations
• Review the quality of customer service
• Build and maintain effective customer relations
• Deliver seamless customer service with a team

Theme – Handling Problems

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

Theme – Development and Improvement

• Work with others to improve customer service
• Promote continuous improvement
• Develop your own and others' customer service skills
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback
• Monitor the quality of customer service transactions
• Implement quality improvements to customer service
• Plan and organise the development of customer service staff
• Develop a customer service strategy for a part of an organisation
• Manage a customer service award programme
• Apply technology or other resources to improve customer service
• Review an re-engineer customer service processes
• Manage customer service performance.

Assessment is through submission of a portfolio of evidence and/or professional discussion, to demonstrate that the requirements are met at the relevant standard.

Accredited by Oxford, Cambridge and RSA Examinations (OCR).　

Costs

We have access to various funding avenues which means that in many cases, training can be FREE or heavily subsidised, provided you meet the required criteria.　 To find out if you are eligible, contact us to arrange an appointment with one of our experienced advisors.

What next?

Please call 01905 743435 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it  for more information.

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For help applying call 01905 743456