Level 3 Certificate in Principles of Customer Service
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.
(E-certificates upon achievement)
- 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
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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.
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