- Total Qualification Time (TQT): 550
- Guided learning hours (GLH): 289
- Credit: 55
- Level: 3
Overview
This qualification gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts. Learners will understand what drives customer behavior and what creates customer retention. Learners are also given the opportunity to explore excellence within customer service, dealing with more challenging scenarios such as complaints and stakeholder engagement.
The objective of this qualification is to accredit and develop learners’ skills and knowledge so that they can operate in a wide range of customer service environments.
What could this qualification lead to?
This qualification will accredit and develop your skills and knowledge in customer service. It will help you to secure long-term employment and to progress in job roles that can include:
- Customer Service Manager
- Key Account Manager
- Customer Service Team Leader.
Delivery Methods
London College of Professional Studies provides various flexible delivery methods to its learners which include blended learning, online learning, distance learning, and in-class. The learners can choose the mode of study as per their choice and convenience.
Learners are able to:
- Access All course materials, including online modules and written assignments
- Gain Teacher support
- Access LCPS online portal (24/7 access to our user-friendly learning portal)
- Acquire Assignments briefing
- Receive Excellent quality of study notes
- Obtain Assignment marking and feedback
- Access Free Online library.
- Gain Fully accredited UK courses
- Receive Dedicated customer support via chat, telephone, and email (Monday to Friday)
- Gain Full support until the completion of the course
Accreditation
NCFE / Cache Ofqual regulated awarding body.
Duration
The program is available in 2 duration modes:
- 08 Months
- 12 Months
Course Delivery
- Online
- Blended Learning
Entry Requirements
This qualification is designed for individuals currently working in a customer service role.
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they have already achieved a Level 2 qualification.
This qualification is suitable for learners of age 16 and above.
Assessment
Assessment requirements: internally assessed and externally moderated portfolio of evidence.
Module Structure
- To be awarded the NCFE Level 3 Diploma in Customer Service, learners must achieve a minimum of 55 credits:
- A minimum of 40 credits must be achieved at level 3 or above.
- a total of 31 credits from Group A
- a minimum of 15 credits from Group B
- a maximum of 9 credits can come from Group C
A minimum of 40 credits must be achieved at level 3 or above.
Group A mandatory units
- Unit 01 Organise and deliver customer service (5 credits)
- Unit 02 Understand the customer service environment (5 credits)
- Unit 03 Resolve customers’ problems (4 credits)
- Unit 04 Principles of business (10 credits)
- Unit 05 Manage personal and professional development (3 credits)
- Unit 06 Understand customers and customer retention (4 credits)
Group B optional units
- Unit 07 Develop resources to support consistency of customer service delivery (5 credits)
- Unit 08 Use service partnerships to deliver customer service (3 credits)
- Unit 09 Resolve customers’ complaints (4 credits)
- Unit 10 Gather, analyse and interpret customer feedback (5 credits)
- Unit 11 Monitor the quality of customer service interactions (5 credits)
- Unit 12 Communicate verbally with customers (3 credits)
- Unit 13 Communicate with customers in writing (3 credits)
- Unit 14 Promote additional products and/or services to customers (2 credits)
- Unit 15 Exceed customer expectations (3 credits)
- Unit 16 Deliver customer service whilst working on customers’ premises (4 credits)
- Unit 17 Deliver customer service to challenging customers (3 credits)
- Unit 18 Develop customer relationships (3 credits)
- Unit 19 Support customer service improvements (3 credits)
- Unit 20 Support customers through real-time online customer service (3 credits)
- Unit 21 Use social media to deliver customer service (3 credits)
- Unit 22 Champion customer service (4 credits)
- Unit 23 Build and maintain effective customer relations (6 credits)
- Unit 24 Manage a customer service award programme (4 credits)
- Unit 25 Manage the use of technology to improve customer service (4 credits)
- Unit 26 Develop a social media strategy for customer service (5 credits)
- Unit 27 Support customers using self-service equipment (3 credits)
- Unit 28 Provide post-transaction customer service (5 credits)
Group C optional units
- Unit 29 Negotiate in a business environment (4 credits)
- Unit 30 Promote equality, diversity, and inclusion in the workplace (3 credits)
- Unit 31 Manage team performance (4 credits)
- Unit 32 Manage individuals’ performance (4 credits)
- Unit 33 Collaborate with other departments (3 credits)
- Unit 34 Negotiating, handling objections and closing sales (4 credits)
- Unit 35 Obtaining and analysing sales-related information (4 credits)
- Unit 36 Buyer behavior in sales situations (3 credits)
- Unit 37 Manage incidents referred to a contact centre (6 credits)
- Unit 38 Lead direct sales activities in a contact centre team (4 credits)
- Unit 39 Manage diary systems (2 credits)
- Unit 40 Contribute to the organisation of an event (3 credits)
- Unit 41 Provide reception services (3 credits)
- Unit 42 Buddy a colleague to develop their skills (3 credits)
- Unit 43 Employee rights and responsibilities (2 credits)
- Unit 44 Processing sales orders (2 credits)
- Unit 45 Bespoke Software (4 credits)
Progression
Learners who achieve this qualification could progress to:
- NCFE Level 3 Diploma in Management
- NCFE Level 3 Diploma in Business Administration
- NCFE Level 4 NVQ Diploma in Customer Service
- NCFE Level 4 NVQ Diploma in Business Administration
It may also be useful to learners studying qualifications in the following sector(s):
- Retail
- Hospitality and Catering
- Leisure and Travel
Who could take this qualification, or who is this qualification designed for?
This qualification is designed to be undertaken if you are already working in a customer service role. You will have the scope to bring about permanent improvements in service delivery that benefit your organization and its customers.
