The Institute of the Motor Industry · RQF Level 3
IMI Level 3 NVQ Diploma in Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits42
- Guided learning279 hours
- Units in this qualification57
Awarded by The Institute of the Motor Industry · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
Aimed at customer service professionals, this Level 3 diploma validates skills in planning and managing customer service operations. Learners develop expertise in areas such as handling diverse customer interactions, managing award programmes, and implementing environmentally friendly practices within the marketing and sales environment.
These are the units The Institute of the Motor Industry registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Apply risk assessment to customer serviceReal unit · The Institute of the Motor Industry
It teaches you to apply risk assessment principles to customer service by identifying hazards, analysing risks, evaluating control measures, prioritising risks, and implementing appropriate actions to mitigate potential issues.
What you'll be able to do
- Analyse customer service processes to identify potential risks
- Assess identified customer service risks and implement appropriate actions to mitigate them
- Demonstrate understanding of how to apply risk assessment principles and practices to customer service operations
Apply technology or other resources to improve customer serviceReal unit · The Institute of the Motor Industry
You'll identify opportunities for customer service improvement and evaluate technology or resource options to enhance service delivery. The unit includes overseeing the implementation of changes to achieve measurable improvements within the organisation.
What you'll be able to do
- Identify and specify opportunities for improving customer service within a specific context.
- Evaluate different options for applying technology or other resources to enhance customer service delivery.
- Oversee the implementation of resource changes, including technology, to achieve measurable improvements in customer service.
- Understand the principles and practical applications of technology and other resources in improving customer service effectiveness.
Buddy a colleague to develop their customer service skillsReal unit · The Institute of the Motor Industry
You'll develop the ability to plan, prepare, and provide both on-the-job and off-the-job buddy support to colleagues. The unit focuses on recognising individual learning needs and styles to effectively develop customer service skills.
What you'll be able to do
- Plan and prepare effectively to buddy a colleague, taking into account their individual needs and learning styles
- Support a buddy colleague effectively whilst they are on the job, providing guidance and feedback
- Provide buddy support to a colleague off the job, utilising appropriate resources and techniques
- Understand the principles and practical considerations of buddying a colleague to develop their customer service skills
Build a customer service knowledge setReal unit · The Institute of the Motor Industry
This unit develops learners' ability to build a customer service knowledge set by accurately recording queries and developing responses. You'll use a knowledge base effectively to support customer interactions and organise information systematically.
What you'll be able to do
- Input details of customer queries and requests accurately and efficiently, and develop appropriate responses.
- Use a customer service knowledge base to access relevant information and support customer interactions.
- Understand how to build a customer service knowledge set, including gathering, organising, and maintaining information.
Build and maintain effective customer relationsReal unit · The Institute of the Motor Industry
You'll learn to build and maintain effective customer relations by establishing rapport, identifying customer needs, providing accurate information, and maintaining ongoing contact to ensure customer satisfaction.
What you'll be able to do
- Establish effective customer relations, creating a positive first impression and building rapport.
- Maintain and develop effective customer relations, ensuring ongoing satisfaction and loyalty.
- Understand how to build and maintain customer relations, including communication strategies, conflict resolution, and relationship management techniques.
Champion customer serviceReal unit · The Institute of the Motor Industry
It teaches you to champion customer service by promoting its importance and benefits within an organisation. You'll provide advice on customer service issues and encourage a customer-centric approach among colleagues.
What you'll be able to do
- Promote the importance and benefits of providing excellent customer service to colleagues and stakeholders.
- Provide informed advice and relevant information on a range of customer service issues to colleagues and customers.
- Champion customer service within the organisation, advocating for customer-centric approaches and improvements.
Communicate effectively with customersReal unit · The Institute of the Motor Industry
It teaches you to communicate effectively with customers by demonstrating appropriate techniques, language, and tone. You'll adapt communication styles to different situations and handle difficult or sensitive interactions professionally.
What you'll be able to do
- Communicate effectively with customers using appropriate methods and techniques.
- Understand how to communicate effectively with customers, considering their individual needs and preferences.
Deal with customers across a language divideReal unit · The Institute of the Motor Industry
You'll learn to communicate effectively with customers across a language divide by preparing relevant materials, identifying communication barriers, and using appropriate language and tone to support understanding.
What you'll be able to do
- Prepare effectively to deal with customers who have a different first language from your own
- Deal effectively with customers who speak a different first language from your own
- Demonstrate knowledge of how to deal with customers across a language divide, including awareness of cultural differences and communication strategies
Deal with customers face to faceReal unit · The Institute of the Motor Industry
This unit develops learners' skills to communicate effectively with customers face to face. You'll use appropriate language, questioning techniques, and positive body language to build rapport and adapt communication to customer preferences.
What you'll be able to do
- Communicate effectively with their customer using appropriate language and communication methods
- Improve the rapport with their customer through positive and appropriate body language
- Understand how to deal with customers face to face in a professional and effective manner, addressing their needs and concerns
Deal with customers in writing or electronicallyReal unit · The Institute of the Motor Industry
You'll learn to communicate effectively with customers through written and electronic means. The unit covers planning, composing, and responding to communications professionally, ensuring clarity, accuracy, and appropriate tone.
What you'll be able to do
- Use written or electronic communication effectively to convey information clearly and professionally
- Plan and send effective written or electronic communications, tailoring the message to the intended audience and purpose
- Handle incoming written or electronic communications effectively, responding promptly and appropriately to customer enquiries and requests
- Deal with customers effectively in writing or electronically, maintaining a positive and helpful tone throughout
Deal with customers using bespoke softwareReal unit · The Institute of the Motor Industry
You'll learn to prepare for and deliver customer service using bespoke software. The unit covers familiarisation with software features, adherence to organisational procedures, and effective use of technology to meet customer needs.
What you'll be able to do
- Prepare effectively to deliver customer service using bespoke software, ensuring familiarity with its features and functions
- Deliver customer service effectively using bespoke software, adhering to organisational procedures and customer service standards
- Understand how to deal with customers effectively using bespoke software, addressing their needs and resolving their queries efficiently
Deal with incoming telephone calls from customersReal unit · The Institute of the Motor Industry
This unit develops learners’ ability to manage incoming telephone calls professionally. You'll use communication systems effectively, establish rapport, prioritise calls, and respond appropriately to customer enquiries and requests.
What you'll be able to do
- Use communication systems effectively to manage incoming telephone calls.
- Establish rapport with customers who are calling to ensure a positive interaction.
- Deal effectively with customer questions and requests received via telephone.
- Demonstrate knowledge of how to deal with incoming telephone calls from customers in a professional manner.
Deliver customer service on your customer’s premisesReal unit · The Institute of the Motor Industry
You'll learn to deliver customer service on the customer's premises by establishing rapport and combining service skills with their expertise. The unit emphasises professional communication and safe, effective service delivery.
What you'll be able to do
- Establish a rapport with their customer in a professional and appropriate manner
- Combine customer service skills effectively with their other skills and expertise to meet customer needs
- Deliver customer service effectively and safely on the customer’s premises, adhering to relevant policies and procedures
Deliver customer service to difficult customersReal unit · The Institute of the Motor Industry
This unit equips learners to recognise and manage difficult customer behaviours. You'll develop communication and problem-solving skills to handle challenging situations while maintaining professionalism and understanding customer needs.
What you'll be able to do
- Recognise when customers may be difficult to deal with, identifying potential triggers and warning signs
- Deal with difficult customers in a professional and effective manner, using appropriate communication and problem-solving skills
- Understand how to deliver customer service to difficult customers, including strategies for managing conflict and de-escalating situations
Deliver customer service using service partnershipsReal unit · The Institute of the Motor Industry
It teaches you to deliver customer service using service partnerships by understanding their role within the service chain, contributing to information flow, adhering to service agreements, and building positive partner relationships.
What you'll be able to do
- Work effectively within a customer service chain, contributing to a seamless customer experience
- Build and nurture positive and productive relationships with partners in a customer service chain
- Demonstrate understanding of how service partnerships contribute to the delivery of excellent customer service
Deliver reliable customer serviceReal unit · The Institute of the Motor Industry
You'll develop the skills to deliver reliable customer service by preparing for customer interactions, providing consistent service, and checking service delivery. The unit covers creating a positive environment and understanding principles of reliability.
What you'll be able to do
- Prepare to deal with customers in a professional and effective manner.
- Give consistent and reliable service to customers, meeting their needs and expectations.
- Check customer service delivery to ensure it meets required standards.
- Deliver reliable customer service, understanding the principles and techniques involved.
Deliver seamless customer service with a teamReal unit · The Institute of the Motor Industry
This unit develops learners' ability to deliver seamless customer service by building effective working relationships with colleagues and service partners, communicating effectively, collabourating to resolve issues, and supporting team efforts.
What you'll be able to do
- Build effective working relationships with colleagues to ensure seamless customer service delivery.
- Build effective relationships with service partners to enhance the customer experience.
- Understand how to deliver seamless customer service with a team, including communication, collaboration, and problem-solving techniques.
Demonstrate understanding of customer serviceReal unit · The Institute of the Motor Industry
It teaches you to apply their organisation’s accepted customer service language and principles. You'll develop skills in effective communication, empathy, and active listening to support consistent and professional customer interactions.
What you'll be able to do
- Follow their organisation’s accepted customer service language and communication protocols in all customer interactions.
- Apply established customer service principles effectively in their day-to-day customer service role.
- Understand the core principles underpinning effective customer service delivery.
Demonstrate understanding of the rules that impact on improvements in customer serviceReal unit · The Institute of the Motor Industry
You'll demonstrate understanding of organisational rules, policies, and procedures affecting customer service improvements. The unit also covers relevant legislation and external regulations that influence and constrain service enhancement efforts.
What you'll be able to do
- Demonstrate a comprehensive understanding of the organisational rules, policies, and procedures that directly impact customer service improvements.
- Demonstrate a thorough understanding of the relevant legislation and external regulations that influence and constrain customer service improvements.
- Understand the various rules, both internal and external, that affect the implementation of improvements in customer service.
Develop a customer service strategy for a part of an organisationReal unit · The Institute of the Motor Industry
It teaches you to research and evaluate their organisation's business and customer service strategies. They will identify best practices, recommend key features, and develop a customer service strategy for a specific part of an organisation.
What you'll be able to do
- Research and evaluate their organisation’s business and customer service strategy
- Help to identify current and future best practice in customer service
- Identify and recommend the key features of a customer service strategy
- Understand how to develop a customer service strategy for an area
Develop customer relationshipsReal unit · The Institute of the Motor Industry
You'll learn to build customer relationships by demonstrating professionalism, building trust, and meeting expectations. The unit covers projecting a positive image and providing high-quality service to foster long-term customer loyalty.
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent by demonstrating competence and professionalism
- Meet the expectations of their customers by providing a high-quality service that addresses their needs effectively
- Develop the long-term relationship between their customer and their organisation through consistent communication and excellent service
- Develop customer relationships by building trust, providing value, and exceeding expectations
Develop personal performance through delivering customer serviceReal unit · The Institute of the Motor Industry
You'll review their personal performance in customer service roles and prepare a personal development plan. They will undertake development activities, obtain feedback, and understand how to enhance their skills through delivering customer service.
What you'll be able to do
- Review personal performance in their customer service role to identify areas for improvement.
- Prepare a personal development plan and keep it up to date to track progress and identify new goals.
- Undertake development activities and obtain feedback on their customer service performance to enhance skills and knowledge.
- Understand how to develop their personal performance through delivering customer service, including identifying opportunities for growth and improvement.
Develop your own and others' customer service skillsReal unit · The Institute of the Motor Industry
This unit develops learners' own customer service skills and coaching abilities. You'll reflect on their performance, plan and deliver coaching tailored to others’ needs, and understand continuous improvement principles in customer service.
What you'll be able to do
- Develop their own customer service skills through reflection and practical application
- Plan the coaching of others in customer service, taking into account individual needs and learning styles
- Coach others in customer service, providing constructive feedback and support
- Understand how to develop their own and others’ customer service skills, including identifying areas for improvement and accessing relevant training and resources
Develop your own customer service skills through self-studyReal unit · The Institute of the Motor Industry
It teaches you to independently enhance their customer service skills through self-study. You'll identify relevant resources, apply various self-development methods, and set goals to improve their knowledge and job performance.
What you'll be able to do
- Identify and find appropriate ways to learn more about customer service principles and their specific job role requirements
- Use a variety of sources of self-development to extend their customer service skills and knowledge, including online resources, books, and mentoring
- Effectively develop their own customer service skills through self-study, setting goals and monitoring progress
Gather, analyse and interpret customer feedbackReal unit · The Institute of the Motor Industry
This unit provides learners with the skills to plan, gather, analyse, and interpret customer feedback. You'll understand methods for collecting feedback fairly and accurately to identify key themes and customer needs.
What you'll be able to do
- Plan to gather customer feedback.
- Gather customer feedback.
- Analyse and interpret customer feedback.
- Understand how to gather, analyse and interpret customer feedback.
Give customers a positive impression of yourself and your organisation.Real unit · The Institute of the Motor Industry
It teaches you to create a positive impression of themselves and their organisation. You'll develop skills in building rapport, responding appropriately to customers, and communicating information clearly and accurately.
What you'll be able to do
- Establish rapport with customers.
- Respond appropriately to customers.
- Communicate information to customers.
- Understand how to give customers a positive impression of themselves and the organisation.
Go the extra mile in customer serviceReal unit · The Institute of the Motor Industry
You'll develop the ability to distinguish between routine service standards and going the extra mile by defining standards, evaluating the feasibility of extra mile ideas, and implementing actions that enhance customer service beyond expectations.
What you'll be able to do
- Distinguish between routine service standards and the concept of going the extra mile in customer service
- Check that your extra mile ideas are feasible and align with organisational policies and resources
- Go the extra mile to provide exceptional customer service and create positive customer experiences
- Go the extra mile in customer service to enhance customer loyalty and satisfaction
Handle referred customer complaintsReal unit · The Institute of the Motor Industry
This unit covers investigating referred customer complaints by gathering information and evaluating validity. You'll take appropriate action to resolve complaints, identify repeated issues, and recommend changes to policies and procedures.
What you'll be able to do
- Investigate referred customer complaints thoroughly and objectively, gathering all relevant information.
- Take appropriate action to deal with referred customer complaints effectively and efficiently, aiming for resolution.
- Identify repeated customer complaints, analyse the underlying causes, and recommend changes to policies and procedures to prevent recurrence.
- Understand the processes and protocols involved in handling referred customer complaints, including escalation procedures and reporting requirements.
Implement quality improvements to customer serviceReal unit · The Institute of the Motor Industry
You'll plan, manage, monitor, and evaluate quality improvements in customer service. The unit includes setting SMART goals, developing action plans, and communicating improvements effectively to staff and stakeholders.
What you'll be able to do
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
- Understand how to implement quality improvements to customer service
Improve the customer relationshipReal unit · The Institute of the Motor Industry
You'll improve customer relationships through enhanced communication, balancing customer and organisational needs, and exceeding expectations. The unit covers active listening, empathy, and adapting communication styles to suit different customers.
What you'll be able to do
- Improve communication with their customers by using appropriate methods and techniques
- Balance the needs of their customer and their organisation effectively, finding mutually beneficial solutions
- Exceed customer expectations where possible to develop the relationship and build customer loyalty
- Understand how to improve the customer relationship through proactive communication, problem-solving, and excellent service
Lead a team to improve customer serviceReal unit · The Institute of the Motor Industry
You'll develop leadership skills to plan, organise, and support a team focused on improving customer service. The unit includes setting objectives, allocating resources, providing guidance, and reviewing team performance.
What you'll be able to do
- Plan and organise the work of a team to improve customer service, setting clear objectives and allocating resources effectively
- Provide support for team members, offering guidance, encouragement, and addressing any challenges they may face
- Review performance of team members, providing feedback and identifying areas for development in relation to customer service
- Understand how to lead a team to improve customer service, including motivation, communication, and conflict resolution techniques
Live up to the customer service promiseReal unit · The Institute of the Motor Industry
It teaches you to understand and deliver the customer service promise by explaining its meaning and importance, aligning it with organisational goals, and consistently meeting or exceeding customer expectations.
What you'll be able to do
- Understand and explain the importance of the customer service promise within the organisation
- Produce customer satisfaction by consistently delivering on the customer service promise
- Live up to the customer service promise and exceed customer expectations
Maintain and develop a healthy and safe customer service environmentReal unit · The Institute of the Motor Industry
You'll assess the customer service environment for health and safety risks and implement measures to minimise hazards. The unit covers maintaining a safe working environment for customers and staff in compliance with legal requirements.
What you'll be able to do
- Assess the customer service environment to identify factors that affect health and safety
- Minimise risks to health and safety in the customer service environment
- Understand how to maintain a healthy, safe and effective working environment for customers and staff
Maintain customer service through effective handoverReal unit · The Institute of the Motor Industry
It teaches you to maintain consistent customer service through effective handover and teamwork. You'll agree joint responsibilities, monitor progress, and collabourate with colleagues to ensure continuity and resolution of customer service actions.
What you'll be able to do
- Agree clearly defined joint responsibilities within a customer service team, ensuring effective collaboration and communication
- Check that customer service actions are seen through to completion by working together effectively with colleagues, monitoring progress and addressing any issues
- Understand how to maintain consistent and high-quality customer service through effective handover processes and teamwork
Make customer service environmentally friendly and sustainableReal unit · The Institute of the Motor Industry
You'll understand how to make customer service environmentally friendly and sustainable by reviewing current practices, monitoring performance indicators, identifying improvement areas, and promoting sustainable actions within their organisation.
What you'll be able to do
- Review and monitor environmental and sustainability aspects of customer service, identifying areas for improvement.
- Promote environmental and sustainable aspects of customer service within their organisation, encouraging adoption of best practices.
- Understand how to make customer service environmentally friendly and sustainable, considering relevant legislation and ethical considerations.
Make customer service personalReal unit · The Institute of the Motor Industry
You'll develop the ability to personalise customer service by recognising individual customer needs and preferences. The unit covers building rapport, treating customers with respect, and identifying opportunities to enhance the customer experience.
What you'll be able to do
- Identify opportunities for making customer service personal.
- Treat each customer as an individual.
- Know and understand how to make customer service personal.
Make telephone calls to customersReal unit · The Institute of the Motor Industry
You'll learn to make effective telephone calls to customers by planning calls, using communication systems proficiently, managing call functions, and applying best practices in telephone communication.
What you'll be able to do
- Plan telephone calls to customers effectively, defining objectives and preparing relevant information
- Use communication systems effectively to make and manage telephone calls
- Make focussed telephone calls to customers, achieving the intended objectives
- Demonstrate knowledge of best practices for making telephone calls to customers, including communication techniques and customer service standards
Manage a customer service award programmeReal unit · The Institute of the Motor Industry
You'll develop knowledge and skills to plan, implement, and manage a customer service award programme by defining objectives, evaluating resources, and creating detailed plans aligned with organisational goals.
What you'll be able to do
- Plan a customer service award programme, taking into account organisational objectives and resources.
- Implement and manage a customer service award programme, ensuring adherence to planned activities and timelines.
- Understand how to manage a customer service award programme, including its purpose, benefits, and potential challenges.
Monitor and solve customer service problemsReal unit · The Institute of the Motor Industry
This unit equips learners to monitor and solve customer service problems by addressing immediate issues and identifying repeated problems. You'll analyse root causes and implement actions to prevent recurrence, applying problem-solving techniques.
What you'll be able to do
- Solve immediate customer service problems effectively and efficiently, providing appropriate solutions and support.
- Identify repeated customer service problems and options for solving them, analysing data and trends to identify root causes.
- Take action to avoid the repetition of customer service problems, implementing preventative measures and improving processes.
- Understand how to monitor and solve customer service problems, including problem-solving techniques and customer service principles.
Monitor the quality of customer service transactionsReal unit · The Institute of the Motor Industry
You'll prepare for and monitor the quality of customer service transactions using appropriate methods. The unit covers recording observations, identifying improvement areas, and providing constructive feedback to enhance service delivery.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions.
- Monitor the quality of customer service transactions.
- Give feedback on the quality of customer service transactions.
- Understand how to monitor the quality of customer service transactions.
Organise the delivery of reliable customer serviceReal unit · The Institute of the Motor Industry
This unit covers the planning and organisation of reliable customer service delivery in accordance with organisational procedures. You'll learn to allocate resources effectively, communicate plans to stakeholders, and use recording systems to maintain service reliability.
What you'll be able to do
- Plan and organise the delivery of reliable customer service in accordance with organisational procedures
- Review and maintain customer service delivery to ensure consistent quality and efficiency
- Use recording systems accurately and effectively to maintain reliable customer service records
- Understand how to organise the delivery of reliable customer service, including resource allocation and team management
Organise the promotion of additional services or products to customersReal unit · The Institute of the Motor Industry
You'll learn to organise the promotion of additional services or products. The unit covers presenting offers persuasively, organising support for customers, and monitoring promotional activities to ensure effectiveness.
What you'll be able to do
- Offer additional services or products to customers in a clear and persuasive manner
- Organise support to promote the use of additional services or products, ensuring that customers have access to the information and assistance they need
- Monitor the promotion of additional services or products, tracking results and making adjustments as necessary
- Understand how to organise and promote services or products to customers, including marketing techniques and customer relationship management strategies
Plan and organise the development of customer service staffReal unit · The Institute of the Motor Industry
You'll plan and organise the development of customer service staff by identifying training needs and analysing performance data. The unit covers developing training plans, organising activities, and evaluating the effectiveness of staff development programmes.
What you'll be able to do
- Identify customer service staff development and training needs
- Organise customer service development and training activities
- Understand how to plan and organise the development of customer service staff
Plan, organise and control customer service operationsReal unit · The Institute of the Motor Industry
This unit provides learners with skills to plan, organise, and control customer service operations by setting objectives, allocating resources, supervising teams, delivering training, and resolving operational problems to enhance customer satisfaction.
What you'll be able to do
- Plan customer service operations, including setting objectives, allocating resources, and developing strategies to meet customer needs
- Supervise customer service operations, providing guidance, support, and training to team members to ensure high-quality service delivery
- Deal with problems relating to customer service operations, resolving issues effectively and efficiently to minimise disruption and maintain customer satisfaction
- Understand how to plan, organise and control customer service operations, including monitoring performance, identifying areas for improvement, and implementing changes to enhance service quality
Process customer service complaintsReal unit · The Institute of the Motor Industry
You'll develop the ability to recognise early signs of complaints and apply proactive interventions. The unit covers effective communication and adherence to procedures for managing and resolving customer service complaints.
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint to enable proactive intervention
- Deal with a complaint effectively by following established procedures and demonstrating empathy
- Understand how to process customer service complaints according to organisational policies and regulatory requirements
Process information about customersReal unit · The Institute of the Motor Industry
You'll gain skills to process customer information accurately and efficiently by collecting, selecting, retrieving, and supplying information while adhering to data protection requirements and maintaining information accuracy.
What you'll be able to do
- Collect information about customers accurately and efficiently
- Select and retrieve relevant information about customers from appropriate sources
- Supply information about customers clearly and effectively to authorised personnel
- Demonstrate understanding of the processes involved in handling and processing customer information, including data protection requirements
Promote additional services or products to customersReal unit · The Institute of the Motor Industry
You'll identify additional services or products that meet customer needs and communicate their features and benefits clearly. The unit covers ethical promotion techniques and gaining customer commitment to additional offerings.
What you'll be able to do
- Identify additional services or products that are available and relevant to the customer's needs
- Inform customers clearly and accurately about additional services or products, highlighting their benefits
- Gain customer commitment to using additional services or products through effective communication and persuasion
- Understand how to promote additional services or products to customers in an ethical and professional manner
Promote continuous improvementReal unit · The Institute of the Motor Industry
You'll plan and implement customer service improvements based on feedback, review the impact of changes, and promote continuous enhancement. It develops skills to analyse customer feedback and manage ongoing service development.
What you'll be able to do
- Plan improvements in customer service based on customer feedback to enhance the customer experience.
- Implement changes in customer service to address identified areas for improvement.
- Review changes to promote continuous improvement and ensure ongoing effectiveness.
- Understand how to promote continuous improvement in customer service through feedback, analysis, and implementation of changes.
Recognise diversity when delivering customer serviceReal unit · The Institute of the Motor Industry
You'll explore how to recognise and respect diversity in customer service, promoting equality and adapting approaches to meet the varied needs and expectations of diverse customer groups. The unit emphasises fair and unbiased treatment for all customers.
What you'll be able to do
- Respect customers as individuals and promote equality in customer service, ensuring fair and unbiased treatment for all
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers, tailoring the approach to individual circumstances
- Understand how to recognise diversity when delivering customer service, including cultural awareness and sensitivity to individual needs
Resolve customer service problemsReal unit · The Institute of the Motor Industry
This unit covers the identification and assessment of customer service problems, enabling learners to select and implement appropriate solutions. You'll learn to evaluate the impact of these solutions on both customers and the organisation.
What you'll be able to do
- Spot and identify customer service problems promptly and accurately
- Pick the best solution to resolve customer service problems, considering various options and their potential impact
- Take action to resolve customer service problems efficiently and effectively
- Resolve customer service problems, ensuring customer satisfaction and maintaining a positive brand image
Review the quality of customer serviceReal unit · The Institute of the Motor Industry
This unit equips learners to review the quality of customer service by planning measurement methods, collecting and analysing data using appropriate metrics, and identifying trends and areas for service improvement.
What you'll be able to do
- Plan how to measure customer service, selecting appropriate methods and metrics.
- Collect and analyse information on customer service, identifying trends and areas for improvement.
- Understand how to review the quality of customer service, using data to inform decision-making and drive positive change.
Support customer service improvementsReal unit · The Institute of the Motor Industry
This unit covers the use of customer feedback to identify and implement improvements in customer service. You'll learn to analyse feedback data, assist with change implementation, and evaluate the effectiveness of service enhancements.
What you'll be able to do
- Use feedback to identify potential customer service improvements.
- Implement changes in customer service.
- Assist with the evaluation of changes in customer service.
- Support customer service improvements.
Support customers using on-line customer servicesReal unit · The Institute of the Motor Industry
This unit equips learners to support customers using online services by identifying needs and providing appropriate assistance. You'll develop effective communication skills suited to various online platforms and understand methods for online customer support.
What you'll be able to do
- Establish the type and level of support their customer needs to achieve effective on-line customer service
- Support on-line customer service through effective conversation with their customer
- Understand how to support customers using on-line services, including the different methods and technologies available
Support customers using self-service technologyReal unit · The Institute of the Motor Industry
It teaches you to support customers using self-service technology by identifying customer needs, assisting with technology use, and troubleshooting common issues. You'll understand how to provide effective support to enhance the self-service experience.
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology to provide appropriate support.
- Assist a customer using self-service technology to complete their task successfully.
- Understand how to support customers using self-service technology, including troubleshooting common issues and providing clear instructions.
Use customer service as a competitive toolReal unit · The Institute of the Motor Industry
This unit focuses on organising customer service activities to gain a competitive advantage. You'll learn to deliver services that meet or exceed expectations and understand how customer service differentiates an organisation in the marketplace.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace
- Deliver a competitive service that meets or exceeds customer expectations and differentiates the organisation
- Understand how to use customer service as a competitive tool to attract and retain customers
Use questioning techniques when delivering customer serviceReal unit · The Institute of the Motor Industry
You'll learn to establish rapport and identify customer concerns using questioning techniques. The unit focuses on gathering detailed information to resolve issues and provide appropriate customer service.
What you'll be able to do
- Establish rapport with customers to facilitate effective communication and build positive relationships
- Identify customer concerns accurately to understand their needs and expectations
- Seek detailed information from customers using appropriate questioning techniques to gather relevant data
- Understand how to use questioning techniques effectively when delivering customer service to resolve issues and provide solutions
Work with others to improve customer serviceReal unit · The Institute of the Motor Industry
It teaches you to work collabouratively to improve customer service. You'll contribute to team efforts, share best practise, monitor performance, and understand the importance of effective communication and collabouration.
What you'll be able to do
- Improve customer service by working effectively with others, contributing to team efforts and sharing best practise.
- Monitor their own performance when improving customer service, identifying areas for development and seeking feedback.
- Monitor team performance when improving customer service, providing support and guidance to colleagues.
- Understand how to work with others to improve customer service, including communication, collaboration, and problem-solving skills.
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Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Apply risk assessment to customer serviceApply technology or other resources to improve customer serviceBuddy a colleague to develop their customer service skillsBuild a customer service knowledge setBuild and maintain effective customer relationsChampion customer serviceCommunicate effectively with customersDeal with customers across a language divide
Each stamp is a real unit registered against this qualification.
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Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
IMI Level 3 NVQ Diploma in Customer Service
- Assess the risks in customer service
- Communicate with Customers
- Deal with customer requirements using a range of contact methods
- Deal with customers
- Deliver customer service in accordance with equality and diversity
- Deliver seamless customer service with a team
- Develop Customer Relationships
- Develop Your Own and Others’ Customer Service Skills
Where this can lead
Customer Service Quality Specialist
Your journey with us doesn't have a fixed endpoint. We're committed to helping you grow, whether that's becoming a deeper expert in quality, leading a team, or exploring new avenues within the business. Your ambition and hard work will open doors.
See the whole journey →Opens the roleCustomer Service Quality SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleCustomer Service Training ManagerOne of the jobs this qualification is a route intoSee the role →Opens the roleDirector of Service Recovery & AdvocacyOne of the jobs this qualification is a route intoSee the role →Opens the roleDirector of Service Enablement & QualityOne of the jobs this qualification is a route intoSee the role →Opens the roleSenior Global Customer Strategy DirectorOne of the jobs this qualification is a route intoSee the role →Opens the roleLead Service Delivery DirectorOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 27 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Assess the risks in customer serviceCommunicate with CustomersDeal with customer requirements using a range of contact methodsDeal with customersDeliver customer service in accordance with equality and diversityDeliver seamless customer service with a teamDevelop Customer RelationshipsDevelop Your Own and Others’ Customer Service SkillsDevelop a customer insight strategyDevelop, implement and evaluate a customer insight strategyHandle Customer ComplaintsHandle referred customer complaintsImprove customer relationships and servicesManage a customer service award programmeMonitor and solve customer service problemsMonitoring and Control of Relationship Management ActivitiesPlan, organise and control customer service operationsProcess information about customers+5 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
This unit enables learners to apply risk assessment principles to customer service by identifying hazards, analysing risks, evaluating control measures, prioritising risks, and implementing appropriate actions to mitigate potential issues.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for IMI Level 3 NVQ Diploma in Customer Service
57 units in this credential, in the order it lists them, awarded by The Institute of the Motor Industry.
- Apply risk assessment to customer service
- Apply technology or other resources to improve customer service
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Build and maintain effective customer relations
- Champion customer service
and 51 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.