Level 3 Certificate in Principles of Customer Service

This course is split into seven units. These are:

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.