Level 3 Diploma in Customer Service

Skill Level

All

Total Hours (TQT)

289 hours

Mandatory Units

6

Optional Units

4

Language

English

Overview

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.

Who is the course for?

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:

What are the entry requirements to access the course?

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.

Do I have to sit exams?

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.

How is this course delivered?

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.

What is the duration of the course?

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.

What will I learn from the course?

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.

Course Format

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.

Mandatory Units:

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

  • Understand the structure of customer service
  • Understand the implications of legislation on customer service delivery

Choose a minimum of 3 units with a combined credit value of 15 from the following options:

Group B Optional Units:

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

  • Be able to develop a customer service social media strategy
  • Be able to promote the benefits of social media networking to customer service

3 Credit unit at Level 2

  • Understand the delivery of customer service to challenging customers
  • Be able to deal with challenging customers

3 Credit unit at Level 2

  • Understand how to support customers using self-service equipment
  • Be able to identify the help needed by customers using self-service equipment
  • Be able to help customers to use self-service equipment

3 Credit unit at Level 2

  • Understand social media in a business environment
  • Be able to deal with customers using social media

5 Credit unit at Level 3

  • Understand how to monitor the quality of customer service interactions
  • Be able to prepare to monitor the quality of customer service interactions
  • Be able to monitor the quality of customer service interactions

5 Credit unit at Level 2

  • Understand post-transaction customer service
  • Be able to provide post-transaction customer service

2 Credit unit at Level 2

  • Understand the promotion of additional products and/or services to customers
  • Be able to promote additional products and/or services to customers

4 Credit unit at Level 4

  • Understand the management of a customer service award programme
  • Be able to plan a customer service award programme
  • Be able to manage a customer service award programme

4 Credit unit at Level 3

  • Understand the monitoring and resolution of customers complaints
  • Be able to deal with customers complaints

6 Credit unit at Level 4

  • Understand how to build effective relationships with customers
  • Be able to determine the scope for building effective relationships with customers
  • Be able to develop effective relationships with customers
  • Be able to review and improve relationships with customers

3 Credit unit at Level 2

  • Understand how to communicate with customers in writing
  • Be able to plan written communications to customers
  • Be able to communicate with customers in writing

4 Credit unit at Level 2

  • Understand how to deliver customer service whilst working on customers premises
  • Be able to deliver customer service whilst working on customers premises

3 Credit unit at Level 2

  • Understand how to support customer service improvements
  • Be able to identify the potential for improvements to customer service
  • Be able to support the implementation of improvements to customer service

3 Credit unit at Level 2

  • Understand how to exceed customer expectations
  • Be able to exceed customer expectations

3 Credit unit at Level 2

  • Understand how to develop customer relationships
  • Be able to develop relationships with customers

5 Credit unit at Level 3

  • Understand how knowledge resources are used to support customer service delivery

  • Be able to create and maintain a customer service knowledge base
  • Be able to develop customer service resource materials

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:

Group C Optional Units:

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

  • Be able to lead a team involved in direct sales activities in a contact centre
  • Understand sales activities in a contact centre team

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

  • Be able to handle objections
  • Be able to negotiate with the customer
  • Be able to close the sale following negotiation

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

  • Create and modify appropriate structures to organise and retrieve information efficiently
  • Exploit the functions of the software effectively to process and present information

4 Credit unit at Level 3

  • Understand the management of underperformance in the workplace
  • Be able to manage individuals’ performance in the workplace

3 Credit unit at Level 3

  • Understand the impact of different models of buyer behaviour on the sales cycle
  • Be able to respond to the buyer at each stage of the decision making process

6 Credit unit at Level 3

  • Be able to manage incidents through a contact centre
  • Be able to provide support to colleagues on incident management in a contact centre
  • Understand how to manage incidents reported to a contact centre

2 Credit unit at Level 2

  • Understand the management of diary systems
  • Be able to manage diary systems

3 Credit unit at Level 2

  • Understand event organisation
  • Be able to carry out pre-event actions
  • Be able to set up an event
  • Be able to carry out post-event actions

2 Credit unit at Level 2

  • Understand the role of organisations and industries
  • Understand employers expectations and employees rights and obligations

2 Credit unit at Level 2

  • Understand how to process and follow up sales orders
  • Be able to process sales orders
  • Be able to follow up sales order processing

3 Credit unit at Level 2

  • Understand how to buddy a colleague
  • Be able to plan to buddy a colleague
  • Be able to support a buddy colleague carrying out work activities

3 Credit unit at Level 3

  • Understand how to collaborate with other departments
  • Be able to identify opportunities for collaboration with other departments
  • Be able to collaborate with other departments

4 Credit unit at Level 3

  • Understand the uses of sales-related information
  • Understand how to use tools and methods to analyse sales-related information
  • Be able to obtain sales-related information about customers, markets and competitors
  • Be able to use tools and methods to analyse sales-related information

3 Credit unit at Level 3

  • Understand the organisational aspects of equality, diversity and inclusion in the workplace
  • Understand the personal aspects of equality, diversity and inclusion in the workplace
  • Be able to support equality, diversity and inclusion in the workplace

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Current Price

Online MHFA - Adult

2 Day Course
£ 300
00
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