Level 3 Certificate in Principles of Customer Service

In the UK, customer service training courses are very popular with employees from all sectors. The Level 3 Certificate in Principles of Customer Service will develop and sharpen your employees' practical skills, enabling them to deliver effective, high quality customer service within a range of environments. They will be introduced to the key concepts and practices underpinning customer service delivery, from conflict resolution techniques to how customer service impacts upon an organisation. They will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.


Initial deposit: £39.90

Monthly payments: £59.85

Payment duration: 6 months

*Based on a minimum 10% initial deposit. Payment plan can be customised at checkout.

(Invoice option available)


No hidden costs – certificates, resources, support and more included

Employees can learn from their own home, in their own time

One to one Tutor support available via phone or email

(Please see the 'Benefits' tab below to see our full list of features)


Unit 1: Understand the customer service environment

In this unit your employees will receive 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 potential impact of good and bad customer service.

Unit 2: Principles of business

This unit will develop your employees’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. They will also learn 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

In this unit your employees will increase their knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. They will develop their understanding of negotiating techniques, enabling them to successfully resolve issues and learn how these impact upon customer loyalty and enhance business performance.

Unit 4: Understand customers and customer retention

This unit will establish your employees’ understanding of the concept of the ‘customer experience’. They will explore the benefits of customer retention and loyalty and how to measure and analyse performance data.

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

In this unit your employees will learn the techniques needed to monitor the quality of customer interactions and gather information and provide feedback on performance to colleagues. They will learn how to analyse feedback to recommend improvements to customer service.

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

In this unit your employees will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. They 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

In this unit your employees will learn about equality, diversity and inclusion in both personal and organisational situations, including updating their knowledge of current legislation.

Benefits of completing one of our UK customer service training courses include:

  • Employees will achieve a nationally recognised level 3 qualification
  • Employees can learn from their own home, in their own time
  • Employees get access to award-winning learning and assessment materials
  • Employees 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

Once your employees complete this course, they could progress on to the following:

Full cost Direct debit Advanced learner loan
£399 Initial payment of £40, 6 monthly payments of £59.83 £1265

Key Information

Funding Funded
(Subject to availability)
Course Price £399.00
Loan Price £1265.00
Course Length 14 weeks
Awarding Body TQUK
E-Certificates upon achievement
Learning Method(s)

Online learning
materials with
online assessment

Direct Debit
Learner Loan

Most recent customer reviews

Cherie McCabe

2 years ago

"I found the whole experience great."

Cherie decided to study this course whilst being on a temporary contract at work, in the hope of gaining further employment.

'I chose to study this course due to being on a temporary contract at work, to give me the opportunity to gain further employment.'
'It has given me more skills to deal with customers on a day-to-day basis, and it’s also given me more confidence to take up further study.'
'I found the whole experience great.'

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