Skip to main content

Level 3 Certificate in Principles of Customer Service

Course Overview

The Level 3 customer service certificate in principles of customer service will develop and sharpen practical skills. Enabling the delivery of effective, high quality customer service within a range of environments. The course covers the key concepts that underpin customer service delivery, from conflict resolution to how customer service impacts upon an organisation.

Gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

This course is only funded in Scotland.

Key Information

Course Length
26 weeks

Course Level
Level 3

Awarding Body
(E-certificates upon achievement)

Learning Method(s)
Online materials
Online assessment

For Individuals


  • Fully online course
  • Study from anywhere, at any time
  • Gain an accredited level 3 qualification
  • Nationally recognised
  • Access to an award-winning e-learning platform
  • Perfect for beginners
  • Unlimited support from qualified tutors
  • Receive a digital e-certificate upon completion
  • No hidden costs

Cost and Funding Information

Course Price

Direct Debit

Funded Course
Scotland Only

Study this course

Apply today and begin your journey to qualification

Apply now for funding

Buy the course today and begin your journey to qualification

Unit 1: Understand the customer service environment

This unit provides a fundamental understanding of the concepts and practices that underpin good customer service delivery. Develop an understanding of how customer service is used as a competitive tool. Also learn the importance of branding and customer perception and the potential impact of good and bad customer service.

Unit 2: Principles of business

This unit will develop knowledge of business markets, innovation and growth, financial management and the principles of marketing. Discover and understand the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.

Unit 3: Understand how to resolve customers’ problems and complaints

This unit will increase knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. Develop an understanding of negotiating techniques, enabling the successful resolution of issues, and discover how these impact upon customer loyalty and enhance business performance.

Unit 4: Understand customers and customer retention

This unit will establish understanding of the concept of the ‘customer experience’. Explore the benefits of customer retention and customer loyalty. Develop knowledge of how to measure and analyse performance data relating to sales performance.

Unit 5: Understand how to monitor customer service interactions and feedback

This unit will provide the techniques needed to monitor the quality of customer interactions. The ability to use and identify techniques in order to gather required information and provide feedback on performance to colleagues is also explored in this unit.

Unit 6: Understand how knowledge, resources and service partnerships are used to support customer service delivery

Throughout this unit, gain a comprehensive understanding of a customer service knowledge base, enabling the identification of the content requirements of resource materials. Also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.

Unit 7: Understand equality, diversity and inclusion in the workplace

This unit will increase understanding of equality, diversity and inclusion in both personal and organisational situations including updating knowledge of current legislation. Discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.

For Businesses

With our combination of market-leading learning resources, exceptional customer service and award-winning LMS solutions, we are confident we can assist with your education and training delivery needs.

Enquire now

Need some more information?

Check out our Frequently asked question via the link below

Frequently asked questions