alliance

Customer Service

Level 3 Diploma in Customer Service

Who is this course suitable for?

These qualifications include levels for those at any stage of career development - from those who are just starting out to those responsible for an organisation's overall customer-service strategy. The Customer Service qualifications are ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.

You will learn to

  • Communicate using customer service language
  • Communicate using social media
  • Follow the rules to deliver customer service
  • Maintain a positive and customer-friendly attitude
  • Deal with customers face to face
  • Do your job in a customer friendly way
  • Organise the delivery of reliable customer service

There are 6 Mandatory Units in this qualification

Organise and deliver customer service
Understand the customer service environment
Understand customers and customer retention
Principles of business
Manage personal and professional development
Resolve customers’ problems

View Optional Units

Communicate verbally with customers
Communicate with customers in writing
Promote additional products and/or services to customers
Exceed customer expectations
Deliver customer service whilst working on customer’s premises
Deliver customer service to challenging customers
Develop customer relationships
Support customer service improvements
Support customers through real-time online customer service
Support customers using self-service equipment
Use social media to deliver customer service
Provide post transaction customer service
Gather, analyse and interpret customer feedback
Develop resources to support consistency of customer service delivery
Use service partnerships to deliver customer service
Resolve customers’ complaints
Monitor the quality of customer service interactions
Champion customer service
Build and maintain effective customer relations
Manage a customer service award programme
Manage the use of technology to improve customer service
Develop a social media strategy for customer service
Manage diary systems
Provide reception services
Contribute to the organisation of an event
Buddy a colleague to develop their skills
Employee rights and responsibilities
Processing sales orders
Negotiate in a business environment
Promote equality, diversity and inclusion in the workplace
Manage team performance
Manage individuals’ performance
Collaborate with other departments
Negotiating, handling objections and closing sales
Obtaining and analysing sales related information
Buyer behaviours in sales situations
Manage incidents referred to a contact centre
Lead direct sales activities in a contact centre team
Bespoke Software


Career and Progression Routes

This qualification could lead to jobs such as:

  • Team leader
  • Manager
  • Delivering customer service across an organisation
  • Analyse and respond to customer service

The learner could progress onto other qualifications such as:

  • Level 4 NVQ Diploma in Customer Service · Level 2 and Level 3 Diplomas in Business Administration
  • Level 2 and Level 3 Contact Centre Operations · Customer Service Apprenticeships
  • Customer Service Advanced Apprenticeship
  • Institute of Leadership and Management (ILM) qualifications.

For more information call us on 0800 0029839 or send us a message for us to call you back

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  • Skills
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  • Apprenticeships
  • City Guild
  • Ofsted
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