Duration : Approximately 9-12 months
At Tell our approach to the delivery of Scottish Vocational Qualifications (SVQs) is to consult with you, the employer, to ensure that the Personal Training and Development programme suits your business needs and helps to provide you with the competitive edge you need to support your business growth.
The SVQ at Level 3 in Customer Service is accredited against the National Standards by City and Guilds.
To achieve this SVQ at level 3, candidates are required to complete 7 units. The 2 mandatory units detailed overleaf, and 5 optional units chosen from the attached summary list. At least one of the optional units should be taken from each of the four themes. Candidates will be supported by their assessor in 1:1 and group sessions, either at Tell House or the candidate's workplace, to gather evidence and complete the work for each unit, and in the building of their Portfolio.
Before starting the programme, candidates will undertake an individual Skills Audit to identify their support and development needs, in relation to the business. The variable elements of the course content - the selection of the optional units - will be delivered in consultation with the candidate's employer or line manager, ensuring that the SVQ and associated training is tailored to the requirements of the business, and the candidate's job role within it.
Candidates will then receive an Induction consisting of an introduction to the Award and the Mandatory units, their own Personal Development Programme; and be introduced to their first optional unit. Thereafter, the candidates will attend Personal Development, Assessment, Guidance, Support and Feedback sessions, and training workshops as determined by the employer and results of the skills audit.
Costs include awarding body Registration and Certification fees, Training, Assessment, and Verification by The Tell Organisation's experienced and fully qualified staff.
Mandatory Units
Unit 301 - Demonstrate understanding of customer service
- 301.1 Use accepted customer service language
- 301.2 Apply customer service principles in your customer service role
Unit 302 - Demonstrate understanding of the rules that impact on improvements in customer service
- 302.1 Demonstrate understanding of the organisational rules and procedures that impact on customer service improvements
- 302.2 Demonstrate an understanding of the rules that impact on improvements in customer service
Optional Units
Theme: Impression and Image
Unit 303 - Deal with customers in writing or electronically
- 303.1 Use written or electronic communication effectively
- 303.2 Plan and send an effective written or electronic communication
- 303.3 Handle incoming written or electronic communications effectively
Unit 304 - Use customer service as a competitive tool
- 304.1 Organise customer service to gain a competitive advantage
- 304.2 Deliver a competitive service
Unit 305 - Organise the promotion of additional service or products to customers
- 305.1 Offer additional services or products
- 305.2 Organise support to promote use of additional services or products
- 305.3 Monitor the promotion of additional services or products
Unit 306 - Build a customer service knowledge set
- 306.1 Input details of customer queries and requests and develop responses
- 306.2 Use a customer service knowledge base
Theme: Delivery
Unit 307 - Deliver customer service using service partnerships
- 307.1 Work effectively within a customer service chain
- 307.2 Build and nurture positive relationships in a customer service chain
Unit 308 - Organise the delivery of reliable customer service
- 308.1 Plan and organise the delivery of reliable customer service
- 308.2 Review and maintain customer service delivery
- 308.3 Use recording systems to maintain reliable customer service
Unit 309 - Improve the customer relationship
- 309.1 Improve communication with your customers
- 309.2 Balance the needs of your customer and your organisation
- 309.3 Exceed customer expectations to develop the relationship
Theme: Handling Problem
Unit 310 - Monitor and solve customer service problems
- 310.1 Solve immediate customer service problems
- 310.2 Identify repeated customer service problems and options for solving them
- 310.3 Take action to avoid the repetition of customer service problems
Unit 311 - Apply risk assessment to customer service
- 311.1 Analyse customer service processes for risk
- 311.2 Assess customer service risks and take appropriate action
Unit 312 - Process customer service complaints
- 312.1 Recognise the signs that a query or problem is about to produce a complaint
- 312.2 Deal with a complaint effectively
Theme: Development and Improvement
Unit 313 - Work with others to improve customer service
- 313.1 Improve customer service by working with others
- 313.2 Monitor your own performance when improving customer service
- 313.3 Monitor joint performance when improving customer service
Unit 314 - Promote continuous improvement to customer service
- 314.1 Plan improvements to customer service based on customer feedback
- 314.2 Implement changes in customer service
- 314.3 Review changes to promote continuous improvement
Unit 315 - Develop your own and others' customer service skills
- 315.1 Develop your own customer service skills
- 315.2 Plan the coaching of others in customer service
- 315.3 Co ach others in customer service
Unit 316 - Lead a team to improve customer service
- 316.1 Plan and organise the work of a team
- 316.2 Provide support for team members
- 316.3 Review performance of team members
Unit 317 - Gather, analyse and interpret customer feedback
- 317.1 Plan to gather customer feedback
- 317.2 Gather customer feedback
- 317.3 Analyse and interpret customer feedback
Unit 318 - Monitor the quality of customer service transactions
- 318.1 Prepare to monitor the quality of customer service transactions
- 318.2 Monitor the quality of customer service transactions
- 318.3 Give feedback on the quality of customer service transactions
Unit 411 - Implement quality improvements to customer service
- 411.1 Plan the introduction of customer service improvements
- 411.2 Manage the implementation of customer service improvements
- 411.3 Monitor and evaluate customer service improvements
Unit 412 - Plan and organise the development of customer service staff
- 412.1 Identify customer service staff development and training needs
- 412.2 Organise customer service development training
Unit 413 - Develop a customer service strategy for part of an organisation
- 413.1 Research and evaluate your organisations business and customer strategy
- 413.2 Help to identify current and future best practice in customer service
- 413.3 Identify and recommend the key features of a customer service strategy
Unit 414 - Manage a customer service award programme
- 414.1 Plan a customer service award programme
- 414.2 Implement and manage a customer service award programme
Unit 415 - Apply technology or other resources to improve customer service
- 415.1 Identify and specify opportunities for customer service improvement
- 415.2 Evaluate options for applying technology or other resources to improve customer service
- 415.3 Oversee the implementation of resource changes to improve customer service
Unit 416 - Review and re-engineer customer service processes
- 416.1 Scope the customer service processes to be reviewed
- 416.2 Analyse the customer service process and identify improvement opportunities
- 416.3 Evaluate improvement options and re-engineer service processes
Unit 417 - Manage customer service performance
- 417.1 Monitor performance in customer service operations
- 417.2 Take management actions to improve performance in customer service operations
