ASET Level 3 NVQ in Customer Service
Qualification summary
The ASET NVQ in Customer Service will help strengthen the provision of professional levels of customer service within organisations. The Qualification aims to deliver competence based training relating directly to the National Occupational Standards developed by the Institute of Customer Service.
Objectives:
• Provide the learner with the opportunity to develop and apply skills and knowledge within their business environment.
• Enable the learner to demonstrate competence when carrying out their responsibilities at work.
• Develop a learner’s skills and knowledge in work activities relevant to their job role.
• Promote the development of team leading and specialist customer service skills.
This level requires a learner to obtain detailed knowledge, skills and understanding in a customer service environment. It is designed for learners who are responsible for the delivery of customer service who will be working with out direct supervision or on their own. Their responsibilities should include the monitoring and development of the quality of customer service given and they may be in charge of a team or their own department.
Qualification details
NVQ - National Vocational Qualification
Accreditation start date:
Operational start date in centres:
Successful completion at level 3 can lead to level 4 NVQ in Customer Service. Learners may wish to consider other level 4 NVQs, awards, certificates and diplomas in work related areas e.g. Business, Management.
Conference and Banqueting Assistant/Manager
Customer Service Assistant/Manager
Dry Cleaning Assistant/Manager
Horticultural Garden Centre Worker/Manager
Local Government Customer Services Officer
Passenger Services Supervisor
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15 Business, Administration and Law
ASET complies with the ICS Assessment Strategy for NVQ level 3 approved 2006 and the ICS Customer Service Evidence Requirements for this level NVQ. Common assessment methods include: observation, witness testimonies, work products, questioning and simulation.
Independent assessment is via external verification procedures. Centres will need to ensure robust quality assurance of assessment via internal verification procedures specified by ASET.
Candidates must complete all units in Group A, plus six other units (at least one from each theme). Total eight units
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A -
Mandatory units
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R/103/6284 - Understand customer service to improve service delivery
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Y/103/6285 - Know the rules to follow when developing customer service
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B -
Optional - Impression and Image Theme
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A/103/6277 - Make customer service personal
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F/103/6278 - Go the extra mile in customer service
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J/103/6279 - Deal with customers in writing or using ICT
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T/103/6312 - Use customer service as a competitive tool
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A/103/6313 - Organise the promotion of services or products to customers
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C -
Optional - Delivery Theme
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J/103/6282 - Deliver customer service on your customers' premises
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L/103/6283 - Recognise diversity when delivering customer service
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F/103/6314 - Deliver customer service using service partnerships
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Y/103/6318 - Organise the delivery of reliable customer service
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K/103/6792 - Improve the customer relationship
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D -
Optional - Handling problems Theme
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D/103/6790 - Monitor and solve customer service problems
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D/103/6319 - Apply risk assessment to customer service
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Y/103/6321 - Process customer service complaints
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E -
Optional - Development and Improvement Theme
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H/103/6791 - Work with others to improve customer service
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J/103/6329 - Promote continuous improvement in customer service
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J/103/6332 - Develop your own and others' customer service skills
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M/103/6339 - Lead a team to improve customer service
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R/103/6348 - Gather, analyse and interpret customer feedback