Level 3 Diploma in Customer Service

Who is it for?

To achieve this qualification, you will need to understand the importance of customer service as a competitive tool and be proactive in finding solutions to a range of customer service situations.  You will need to demonstrate your ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in your implementation. 

What topics does the qualification cover?

• Organise and Deliver Customer Service, will develop the knowledge and skills to organise and deliver customer service.  You will demonstrate how they plan and execute the delivery of customer service.
• Understand the Customer Service Environment, will develop understanding of the structure of customer service and the key concepts and practices that underpin customer service delivery.  You will need to be aware of the relationship between customer service and a brand, as well as demonstrating your understanding of the implications of legislation on customer service delivery.  
• Understand Customers and Customer Retention: is all about understanding of Customer Relationship Management (CRM), customer retention and the measurement of customer satisfaction.
• Principles of Business: introduces a variety of business principles including business markets, business innovation and growth, and sales and marketing.  You will also demonstrate your understanding of financial management and business budgeting.
• Manage Personal Performance and Development: managing performance, time and workload.  Identifying own development needs and fulfilling a personal development plan.
• Resolve Customers’ Problems: understanding how to monitor and resolve customers’ problems as well as demonstrate how to deal with customers’ problems using real examples from the workplace

Programme structure

You will provide evidence of your work practice, including completing assignments, case studies, written accounts and providing work products. Evidence is uploaded to an e-portfolio which is available 24/7 on computers, tablets and mobile devices.

An Open University assessor will observe work-based practice on at least one occasion, assess evidence uploaded to the e-portfolio and provide developmental feedback.

You will have access through VQLearner Home to online resources specific to your qualification and links to suggested further study with The Open University.

Support will be provided throughout the qualification by the VQAC Learner Support Team.