Customer Services Level 3

COURSE OVERVIEW

This qualification gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts.

You will understand what drives customer behaviour and what creates customer retention.

You are also given the opportunity to explore excellence within customer service, dealing with more challenging scenarios such as complaints and stakeholder engagement.

The objective of this qualification is to accredit and develop learners’ skills and knowledge so that they can operate in a wide range of customer service environments.

It is ideal for people who have the scope to bring about permanent improvements in service delivery that benefit their organisation and its customers.

HOW DOES IT WORK?

This qualification requires you to demonstrate the skills and knowledge required to work in a customer service role. You will need to be able to organise and deliver customer service, understand the customer service environment and resolve customers’ problems.

WHAT WILL I STUDY?

The Customer service Diploma is made up of mandatory and optional units and your Assessor will help you chose the correct number of optional units to achieve the qualification.

COURSE UNITS:

  • ORGANISE AND DELIVER CUSTOMER SERVICE
  • UNDERSTAND THE CUSTOMER SERVICE ENVIRONMENT
  • RESOLVE CUSTOMERS’ PROBLEMS
  • PRINCIPLES OF BUSINESS
  • MANAGE PERSONAL AND PROFESSIONAL DEVELOPMENT
  • UNDERSTAND CUSTOMERS AND CUSTOMER RETENTION

OPTIONAL UNITS INCLUDE:

  • MONITOR THE QUALITY OF CUSTOMER SERVICE INTERACTIONS
  • SUPPORT CUSTOMER SERVICE IMPROVEMENTS
  • DEVELOP CUSTOMER RELATIONSHIPS

Additional units relevent to job role

WHERE DO I STUDY?

You will work towards the qualification in the workplace.

HOW LONG DOES IT TAKE?

1 Year

WHAT DOES THE COURSE LEAD TO?

Advanced apprentices, with support and opportunities in the workplace, can progress onto:

  • Higher Level Apprenticeship programme in Contact Centre Management, Business & Professional Administration or Leadership & Management
  • Further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres, Retail Management, Business Management or Hospitality
  • Range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management or a Foundation Degree in Contact Centre Management.

With additional training, advanced apprentices may be able to progress in their careers to roles including senior customer service supervisor, customer service manager, and a range of other senior customer service related roles.

HOW WILL I BE ASSESSED?

Suitable evidence can be observations completed by your assessor, testimony provided by your line manager or discussions with your Assessor supported by evidence such as documents, reports, letters and emails.


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