Level 3 Diploma in Customer Service

Customer Service

The objective of this qualification is to support a role in the workplace for learners who deal, or intend to deal, with customers on a daily basis as part of their job role. It is applicable to a variety of work environments and covers topics such as supporting customer service improvements, using service partnerships to deliver customer service and negotiating in a business environment.

Course Content

Who is this qualification for?

This qualification is aimed at individuals who wish to build on their knowledge and skills in the customer service sector. It is designed for learners who deal with customers on a daily basis as part of their job role in a senior position and is applicable to a variety of work environments. It forms both the knowledge and competency requirements of the SASE Framework Advanced Apprenticeship in Customer Service and can also be taken on a stand-alone basis.

How long will it take?

To complete this qualification learners should expect to undertake 289 guided learning hours.

Topics covered

These include how to organise customer service delivery, the relationship between customer service and a brand, customer relationship management (CRM), business innovation and growth, fulfil a personal and professional development plan, how knowledge resources are used to support customer service delivery and ways of building relationships within a customer service partnership.

  • Organising and delivering customer service
  • Understanding the customer service environment
  • Understanding customers and customer retention
  • Resolving customers’ problems• principles of business
  • Managing personal performance and development

Assessment method

This qualification is assessed by a portfolio of evidence.

Course Specifications

Assessment Method This qualification is assessed by a portfolio of evidence.
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