IMIAL Level 3 Certificate in Customer Service for the Motor Industry
Qualification summary
These IMI Customer Service VRQs are learning programmes which offer individuals working in the retail motor industry the opportunity to develop, improve and gain recognition in customer service. They are contextualised for the retail motor industry environment and include the underpinning knowledge required to deliver reliable customer service. The qualifications contain the essential skills for anyone dealing directly with a sales or after-sales environment.
They suit service and parts advisors and body-shop receptionists. However the qualifications are also for individuals who recognise that customer service competencies complement their technical skills, for example, a tyre fitter, parts operative or technician.
These qualifications are important,
• as motor vehicles are central to most peoples’ lives, the level of service and advice retail motor industry customers receive must be of a high standard
• the value added by the customer experience is often the only factor that sets an organisation apart from its competitors. It is therefore the key to customer retention and loyalty, and personal recommendation
• as an opportunity for progression in the workplace and/or in education
• as flexible and transferable qualifications, that can be used by both technical and non-technical staff
• as an alternative to a Customer Service NVQ for individuals working in the motor industry.
These IMI VRQs are based upon the Institute of Customer Service National Occupational Standards (2006) and meet the requirement for a Technical Certificate within the ICS Customer Service Apprenticeship.
Qualification details
VRQ - Vocationally-Related Qualification
Accreditation start date:
Operational start date in centres:
It is likely that many individuals taking these qualifications will already have a technical qualification, and regard this qualification as itself as a ‘further learning opportunity’. Others may be seeking to solidify good practice, whilst improving and developing additional customer service skills and awareness in the non-technical area in which they are employed.
For some individuals these customer service qualifications could provide a useful recognition of their professional competence, to aid their step from one job role to another, eg moving from the ‘shop-floor’ into ‘after-sales’, or into supervisory and/or management roles. For others, it can prepare them for progression to higher education.
At level 2, students who are employed in a suitable role, can undertake the Customer Service NVQ at level 2, as part of the Customer Service Apprenticeship.
At level 3 students, again employed in a suitable role, can undertake the Customer Service NVQ Level 3, as part of the Customer Service Advanced Apprenticeship.
Auto Electrician
Customer Service Assistant/Manager
Motor Vehicle Body Repairer/Refinisher/Builder
Motor Vehicle Mechanic/Technician
Sales Manager
Supervisor/Team Leader
Technical Support Person
Vehicle Parts Operative
Vehicle Sales Executive
Windscreen Fitter
-
15 Business, Administration and Law
Coursework
E-assessment
Portfolio of Evidence
Practical Demonstration / Assignment
IMI online tests (set and marked by the IMI) and IMI practical assessments set by the IMI (marked by the college and moderated by the IMI).
Students must select all 8 mandatory units.
-
A -
Mandatory
Mandatory Units
-
D/500/4642 - Organise the promotion of services or products to customers
-
H/500/4643 - Improve the customer relationship
-
K/500/4644 - Monitor and Solve Customer Service Problems
-
M/500/4645 - Process Customer Service Complaints
-
T/500/4646 - Work with others to improve customer service
-
A/500/4647 - Promote continuous improvement in customer service
-
R/500/4640 - Understand customer service to improve service delivery
-
Y/500/4641 - Know the rules to follow when developing customer service