FDQ Level 3 NVQ Diploma in Customer Service () (131-133) FDQ Qualification title Qualification EQF Review suite approval Level date number number (QAN) 131-133 FDQ Level 3 NVQ Diploma in Customer Service () 600/3437/3 4 Dec 2014 Qualifications purpose This qualification is designed for learners who are working in a customer environment as, for example, Customer Relationship Managers, Co-ordinators and Team Leaders. It offers learners the opportunity to develop customer skills which can be applied within a larger range of organisations and are transferable across sectors. It provides the competence element of the Advanced Apprenticeship in Customer Service. Ofqual purpose D1 - Confirm competence in an occupational role to the standards required Rules of Combination (RoC) Total credits required for qualification 42 Group A Customer Service Foundations units Group B Impression and Image units Group C Delivery units Group D Handling Problems Group E Development and Improvement 12 6+ Guided Learning Hours Range (min-max) 279-329 A minimum of 10 credits from Group B, C, D and E must be at Level 3 QD.R.131-133.v.1.0.21/09/12 Page 1 of 5
List of units Ref Title Level Credit GLH Group A Customer Service Foundations units K/601/1622 Demonstrate understanding of customer J/601/1627 Demonstrate understanding of the rules that impact on improvements in customer 3 6 440 Group B Impression and Image units R/601/1212 Communicate effectively with L/601/0933 Give a positive impression of yourself and your organisation D/601/0936 Promote additional s or products to H/601/1215 Process information about M/601/1217 Live up to the customer promise T/601/1218 Make customer personal M/601/1220 Go the extra mile in customer T/601/1221 Deal with face to face F/601/1223 Deal with incoming telephone calls from J/601/1224 Make telephone calls to R/601/1226 Deal with in writing or electronically D/601/1228 Use customer as a competitive tool 3 8 53 D/601/1231 Organise the promotion of additional s or products to 3 7 47 K/601/1233 Build a customer knowledge set 3 7 47 QD.R.131-133.v.1.0.21/09/12 Page 2 of 5
Ref Title Level Credit GLH T/601/1235 Champion customer 4 10 67 F/601/1237 Make customer environmentally friendly and sustainable Group C Delivery units J/601/1210 Deliver reliable customer Y/601/1213 Deliver customer on your customer s premises K/601/1216 Recognise diversity when delivering customer A/601/1219 Deal with across a language divide 2 8 53 A/601/1222 Use questioning techniques when delivering customer 2 4 27 L/601/1225 Deal with using bespoke software Y/601/1227 Maintain customer through effective hand over 2 4 27 H/601/1229 Deliver customer using partnerships Y/601/1230 Organise the delivery of reliable customer H/601/1232 Improve the customer relationship 3 7 47 M/601/1234 Maintain and develop a healthy and safe customer environment A/601/1236 Plan, organise and control customer operations 4 10 67 J/601/1238 Review the quality of customer L/601/1239 Build and maintain effective customer relations QD.R.131-133.v.1.0.21/09/12 Page 3 of 5
Ref Title Level Credit GLH F/601/1240 Deliver seamless customer with a team Group D Handling Problems M/601/1511 Resolve customer problems T/601/1512 Deliver customer to difficult J/601/1515 Monitor and solve customer problems D/601/1519 Apply risk assessment to customer 3 10 67 D/601/1522 Process customer complaints K/601/1524 Handle referred customer complaints 4 10 67 Group E Development and Improvement T/601/1526 Develop customer relationships A/601/1530 Support customer improvements R/601/1534 Develop personal performance through delivering customer H/601/1540 Support using on-line customer s M/601/1542 Buddy a colleague to develop their customer skills R/601/1548 Develop your own customer skills through self-study Y/601/1549 Support using self- technology D/601/1553 Work with others to improve customer 3 8 53 H/601/1554 Promote continuous improvement 3 7 47 K/601/1555 Develop your own and others customer 3 8 53 QD.R.131-133.v.1.0.21/09/12 Page 4 of 5
Ref Title Level Credit GLH skills H/501/1568 Lead a team to improve customer 3 7 47 H/601/1571 Gather, analyse and interpret customer feedback 3 10 67 T/601/1574 Monitor the quality of customer transactions 3 7 47 L/601/1578 Implement quality improvements to customer 4 10 67 L/601/1581 Plan and organise the development of customer staff 4 9 60 M/601/1587 Develop a customer strategy for a part of an organisation A/601/1592 Manage a customer award programme 4 7 47 Y/601/1597 Apply technology or other resources to improve customer R/601/1601 Review and re-engineer customer processes 4 11 47 K/601/1605 Manage customer performance 4 7 47 QD.R.131-133.v.1.0.21/09/12 Page 5 of 5