Level 3 Certificate in Principles of Customer Service
Would any of your learners benefit from completing some customer service training? Online content and assessments make it easy for your learners to study anywhere, anytime.
This qualification allows your learners to understand key concepts underpinning customer service, including conflict resolution techniques and how customer service impacts an organisation. They will learn about business markets, financial management, marketing and the legal requirements of businesses.
Upon completion of this course, your learners could progress on to further customer service training. Online and paper-based content make it easy for your learners to study any way they choose.
✓ Learners will achieve a nationally recognised level 3 qualification
✓ Learners can learn from their own home, in their own time
✓ One to one Tutor support available via phone or email
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Unit 1: Understand the customer service environment
In this unit, your learners will gain a fundamental understanding of the concepts and practices that underpin customer service delivery. They will learn how customer service is used as a competitive tool, the importance of branding and customer perception and the impact of good and bad customer service.
Unit 2: Principles of business
This unit will develop your learners’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. Learners will 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
Within this unit, your learners will increase knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. Learners will develop their understanding of negotiating techniques, enabling them to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.
Unit 4: Understand customers and customer retention
This unit will establish your learners’ understanding of the concept of the ‘customer experience’. Learners will explore the benefits of customer retention and customer loyalty, as well as developing their knowledge of how to measure and analyse performance data.
Unit 5: Understand how to monitor customer service interactions and feedback
This unit will equip your learners with the techniques needed to monitor the quality of customer interactions. Learners will be able to use and identify techniques used to gather required information and provide feedback on performance to colleagues and develop an understanding of how to gather and analyse customer feedback in order to recommend improvements to customer service.
Unit 6: Understand how knowledge resources and service partnerships are used to support customer service delivery
Throughout this unit, your learners will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. Learners will 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 your learners’ understanding of equality, diversity and inclusion in both personal and organisational situations, including updating their knowledge of current legislation. They will learn how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.
The benefits of completing this course include:
- Learners will achieve a nationally recognised level 3 qualification
- Learners can learn from their own home, in their own time
- Learners get access to award-winning learning and assessment materials
- Learners will receive subject specialist support from a Tutor and access to a Learner Support Advisor for everyday queries
- Work saves automatically to ensure it's never lost