Level 3 Certificate in the Principles of Customer Service
This fully online course provides progression from the Level 2 Course and will further develop and sharpen your customer service skills, enabling you to deliver effective, high quality customer service within a range of environments. You 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. You will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.
Unit 1: Understand the customer service environment
This unit provides you with a fundamental understanding of the concepts and practices that underpin good customer service delivery. You will develop an understanding of 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 knowledge of business markets, innovation and growth, financial management and the principles of marketing. You 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, you will increase your knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. You will also develop your understanding of negotiating techniques, enabling you 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 understanding of the concept of the ‘customer experience’. You will explore the benefits of customer retention and customer loyalty, as well as developing 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 you with 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, you will gain a comprehensive understanding of a customer service knowledge base, enabling you to identify the content requirements of resource materials. You 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 understanding of equality, diversity and inclusion in both personal and organisational situations including updating your knowledge of current legislation. You will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.
Although there are no formal entry requirements for this course, due to the nature and course delivery of distance Learning we require all applicants to hold a minimum Level 2 English Literacy qualification or GCSE grade C/3 or above. It is desirable that you have completed a Level 2 Distance Learning programme previously.
You will also be required to submit a 500 word “assignment” to assess suitability. Further details can be supplied on request. Phone 01472 347408 for information.