IMI Level 3 NVQ Diploma in Customer Service

This qualification expired on 31st August 2014. 

 

It has been replaced by a new single ‘combined’ knowledge and competency IMI qualification IMI Level 3 Diploma in Customer Service (QCF) I.D. No 601/3457/4 on 1st September 2014.   This means that the new qualification incorporates both knowledge and the competence within the same qualification.

 

The ‘combined’ qualification has therefore also replaced the current NVQ and VRQ/technical certificate within the respective apprenticeship frameworks at Levels 2 and 3 in England, Wales and Northern Ireland, as well as acting as a standalone qualification.

Who is it suitable for?

This NVQ is for individuals whose job role requires them to deliver continually improving service to customers. At L3 individuals are likely to be in roles where, for example, they have:

• the opportunity to influence what happens at work – though not necessarily in a management or supervisory position.
• the experience to know how to use rules and systems flexibly to deliver good service.
• the confidence to question the way things are done and to suggest improvements.
• excellent communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer.
• an awareness of the commercial (and other) pressures on their organisation.

About

This L3 Diploma is based around five key themes. These themes are provided as units – many of which are optional. This provides candidates with the flexibility to select the functions that best fit their job role. Key themes:

• Customer Service Foundations
  
  Know, understand and apply the language and concepts of customer service

• Impression and Image
  
  Build, maintain and develop customer relationships

• Delivery
  
  Meet or exceed customer expectations during customer service delivery

• Handling Problems
  
  Maintain customer loyalty by handling customer service problems effectively

• Development and Improvement
  
  Develop activities and approaches that identify and deliver improvements to customer service

Candidates can undertake this NVQ as part of the Customer Service Apprenticeship framework.

Progression

Successful candidates could move into customer service or progress to management level.

Assessment

IMI Awards will adhere to the assessment strategy as set by the Institute of Customer Service.

Want to know more?

Please contact an IMI approved centre.

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View this qualification on the Register of Regulated Qualifications

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The IMI is recognised to offer these qualifications by Ofqual (The Office of Qualifications and Examinations Regulation). This approval means IMI and our qualifications are regulated by Ofqual’s comprehensive regulatory framework. Please click here to read more and here to view this qualification on the Register of Regulated Qualifications.