The Level 3 Diploma in Customer Service is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.
In the mandatory units, all apprentices will cover the essentials of organising and delivering customer service, the customer service environment, resolving customer problems, principles of business, personal and professional developing and customer retention. There are a range of optional units allowing apprentices scope to choose those areas most relevant to them, including but not limited to: developing resources to support consistency of customer service delivery, service partnerships, complaints, monitoring customer service interactions, verbal and written communication, product promotion, expectations, working on customers’ premises, challenging customers, relationships, service improvements, real-time online customer service, social media, champion customer service, technology, self-service equipment, post-transaction service, negotiation, team performance, equality, diversity and inclusion, interdepartmental collaboration, closing sales, sales information analysis, buyer behaviour, contact centres, diary systems, event organisation, reception services, buddying colleagues, processing orders, bespoke software and employee rights and responsibilities.
There are no formal entry requirements. However, apprentices should be able to work at level 2 or above and be proficient in the use of the English Language.
- Assessment is by portfolio, internally set and marked and externally quality assured. Holistic assessment is encouraged. Evidence for competence-based units in this qualification must demonstrate the learner’s consistent competence in the workplace.
- Knowledge-based units in this qualification will be assessed using methods appropriate to the assessment of knowledge and understanding.
- These can be assessed by a variety of methods including:
- Question and answer test
- Multiple choice questions
- Question and answer verbal
All required equipment will be provided in the workplace.