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Customer Service Level 3 NVQ Diploma at Milton Keynes College

Course description

This qualification is designed for customer service and administrative staff working within all sectors of industry and commerce. At Level 3, you are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation.

Course content

You complete two core units:

  • Demonstrate understanding of customer service
  • Demonstrate understanding of the rules that impact on improvements in customer service.

You also take 30 credits' worth of optional units. You choose at least one unit from each of four groups:

  • Impression and image
  • Delivery
  • Handling problems
  • Development and improvement.

Entry requirements

There are no formal entry requirements but you will need to be working in a customer service role with a level of responsibility which will allow you to demonstrate the competencies of this qualification.


You will be required to present an e- portfolio of work based evidence that will be generated by a combination of methods that could include observations, work products, witness testimonies, personal statements, discussions and questioning and the accreditation of prior achievement.

You will be allocated an assessor who will support and guide you through the qualification. They will meet with you regularly in the workplace to help you generate the evidence. The assessor will make the judgements about the suitability of your evidence and provide feedback on your progress towards the qualification. The assessor will also arrange to conduct work place observations, which are a requirement of the qualification.

Future opportunities

This qualification can help you get ahead in almost any industry, as good customer-service skills are essential for many jobs.

After completing the Level 3 NVQ, you could advance to:

  • Level 4 NVQ Diploma in Customer Service
  • Customer Service Higher Apprenticeship
  • Institute of Leadership and Management (ILM) qualifications.

How to apply

If you want to apply for this course, you will need to contact Milton Keynes College directly.

Last updated date: 12 April 2016
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