The purpose of this qualification is to provide learners with the underpinning knowledge that is required by employers to work in a range of different environments within a customer service role.
Learners who achieve this qualification could progress onto higher level qualifications within customer service such as the Level 4 diploma in customer service. This qualification will be useful in the following sector areas:
There are no formal entry requirements to access this course; however, you will need access to a PC/Laptop/Mac and internet access. You will also be required to be motivated and able to set aside time to complete your work.
As this is a vocational qualification there are no final exams for you to sit. You will be continually assessed using a variety of tasks intended to show and use the skillset that you have.
This course is delivered remotely utilising our materials and the use of zoom / teams / Skype, etc. All written work will be submitted and assessed via our portfolio system. This course can also be delivered in a classroom setting depending on the number of learners.
The duration of the course is approximately 289 hours TQT. This includes tutoring and individual learning; however, as we take into account your previous work and academic history this could be less.
The purpose of this qualification is to confirm that you are competent in a specific job role. It will enable you to undertake a learning programme to confirm competence in a specific customer service job role. It targets the key skills, knowledge and competence that employers would expect of someone operating in a role with Customer Service as a primary focus.
This qualification comprises of six mandatory units and an extensive choice of option units. You can work with LCP to find the best- fit from the optional units offered in the qualification to suit you and your career.
10 Credit unit at Level 3
Understand business markets
Understand business innovation and growth
Understand financial management
Understand business budgeting
Understand sales and marketing
4 Credit unit at Level 3
Understand Customer Relationship Management (CRM)
Understand customer retention
Understand the measurement of customer satisfaction
4 Credit unit at Level 3
Understand the monitoring and resolution of customers problems
Be able to deal with customers problems
5 Credit unit at Level 3
Understand how to organise customer service delivery
Be able to plan the delivery of customer service
Be able to deliver customer service
3 Credit unit at Level 3
Be able to identify personal and professional development requirements
Be able to fulfil a personal and professional development plan
Be able to maintain the relevance of a personal and professional development plan
5 Credit unit at Level 3
Understand the concepts and practices underpinning customer service delivery
Understand the relationship between customer service and a brand
Choose a minimum of 3 units with a combined credit value of 15 from the following options:
3 Credit unit at Level 2
Understand how to support customers through real-time online customer service
Be able to establish the customer service support needed by customers
Be able to support online customer service in real-time
3 Credit unit at Level 2
Understand how to communicate verbally with customers
Be able to use customer service language to communicate with customers
4 Credit unit at Level 4
Understand how to champion customer service
Be able to identify the scope for improvements to customer service
Be able to champion customer service
3 Credit unit at Level 3
Understand the use of a service partnership in customer service delivery
Understand ways of building relationships within a customer service partnership
Be able to deliver customer service within a customer service partnership
5 Credit unit at Level 3
Understand how to gather, analyse and interpret customer feedback
Be able to plan the collection of customer feedback on customer service issues
Be able to gather customer feedback
Be able to analyse and interpret customer feedback to recommend improvements
5 Credit unit at Level 4
Understand the development of a customer service social media strategy
3 Credit unit at Level 2
3 Credit unit at Level 2
3 Credit unit at Level 2
5 Credit unit at Level 3
5 Credit unit at Level 2
2 Credit unit at Level 2
4 Credit unit at Level 4
4 Credit unit at Level 3
6 Credit unit at Level 4
3 Credit unit at Level 2
4 Credit unit at Level 2
3 Credit unit at Level 2
3 Credit unit at Level 2
3 Credit unit at Level 2
5 Credit unit at Level 3
Understand how knowledge resources are used to support customer service delivery
4 Credit unit at Level 4
Understand how to manage the use of technology to improve customer service
Be able to identify opportunities for customer service improvement through the use of technology
Be able to implement changes in technology to improve customer service
Choose a minimum of 1 units up to a credit value of 9 from the following options:
4 Credit unit at Level 3
Understand the management of team performance
Be able to allocate and assure the quality of work
Be able to manage communications within a team
4 Credit unit at Level 3
Be able to carry out sales activities in a contact centre
Be able to analyse contact centre sales data
4 Credit unit at Level 3
Understand how to handle objections and negotiate with the customer
Be able to prepare for objections and negotiation with the customer
3 Credit unit at Level 2
Understand reception services
Be able to provide a reception service
4 Credit unit at Level 3
Understand the principles underpinning negotiation
Be able to prepare for business negotiations
Be able to carry out business negotiations
4 Credit unit at Level 3
Input and combine information using bespoke software
4 Credit unit at Level 3
3 Credit unit at Level 3
6 Credit unit at Level 3
2 Credit unit at Level 2
3 Credit unit at Level 2
2 Credit unit at Level 2
2 Credit unit at Level 2
3 Credit unit at Level 2
3 Credit unit at Level 3
4 Credit unit at Level 3
3 Credit unit at Level 3
