-

Qualification details

Active IQ Level 3 NVQ in Customer Service

Qualification summary

This NVQ underpins a number of job roles within the Active Leisure Sector where a number of roles are customer facing

Qualification details

500/4223/3
Active IQ
3
NVQ - National Vocational Qualification
Accreditation start date:
01/07/2008
Operational start date in centres:
01/07/2008
Accreditation end date:
31/12/2010
Certification end date:
31/12/2013
England
16-18, 18+, 19+
Wales
16-18, 18+, 19+
N.Ireland
No
Approval start date:
28/07/2008
Approval end date:
31/12/2010
English
This qualification provides progression from the Level 2 NVQ in Customer Service
Customer Service Assistant/Manager
Manager
Receptionist
  • 15 Business, Administration and Law
    • 15.2  Administration
N/A
Pass
Independent assessment is not required for this NVQ as external verification of assessment practice, assessment decisions and sampling of candidate portfolios will be provided by Active IQ
Performance Measures
Candidates must complete all units in Group A, plus six other units (at least one from each theme). Total eight units
  • A  -  Mandatory units
    • R/103/6284 - Understand customer service to improve service delivery
    • Y/103/6285 - Know the rules to follow when developing customer service
  • B  -  Optional - Impression and Image Theme
    • A/103/6277 - Make customer service personal
    • F/103/6278 - Go the extra mile in customer service
    • J/103/6279 - Deal with customers in writing or using ICT
    • T/103/6312 - Use customer service as a competitive tool
    • A/103/6313 - Organise the promotion of services or products to customers
  • C  -  Optional - Delivery Theme
    • J/103/6282 - Deliver customer service on your customers' premises
    • L/103/6283 - Recognise diversity when delivering customer service
    • F/103/6314 - Deliver customer service using service partnerships
    • Y/103/6318 - Organise the delivery of reliable customer service
    • K/103/6792 - Improve the customer relationship
  • D  -  Optional - Handling problems Theme
    • D/103/6790 - Monitor and solve customer service problems
    • D/103/6319 - Apply risk assessment to customer service
    • Y/103/6321 - Process customer service complaints
  • E  -  Optional - Development and Improvement Theme
    • H/103/6791 - Work with others to improve customer service
    • J/103/6329 - Promote continuous improvement in customer service
    • J/103/6332 - Develop your own and others' customer service skills
    • M/103/6339 - Lead a team to improve customer service
    • R/103/6348 - Gather, analyse and interpret customer feedback