About the course:

This qualification is designed for those who have experience and understanding of working in a customer service sector and wish to improve their knowledge, skills and performance. This is useful when the student is in search of career progression within this sector.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 55 credits in order to qualify for this award.

The criteria are as follows:

  1. 31 credits from Mandatory Group A  
  2. A minimum of 15 credits from Optional Group B 
  3. A maximum of 9 credits can come from Optional Group 

Course Content: 

  1. Organise and Deliver Customer Service
  2. Understand the Customer Service Environment
  3. Resolve Customer’s Problems
  4. Principles of Business
  5. Understand Customers and Customer Retention
  6. Manage Personal and Professional Development

Optional units:

The optional units cover a wide variety of roles within customer service including:

  1. Resolve Customers Complaints
  2. Communicate Verbally with Customers
  3. Gather, Analyse and Interpret Customer Feedback

What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 - C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in Level 2 Functional Skills English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. Experience in an appropriate customer service role is essential for the qualification. Preceding enrolment, an assessor will meet with you to discuss your work experience to ensure it is sufficient in providing the evidence required.

Placements/Work Placements

As this qualification is competence based, it is essential that the student is currently working in a customer service setting. This ensures the student has a vast learning experience which may be used to provide evidence and for specific competencies.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation, 
  2. Questioning,
  3. Professional discussions,
  4. Witness testimonials
  5. Candidate work products 
  6. Statements.

Qualification: Diploma in Customer Service Level 3

Course Mode: Part Time

Duration: Up to 12 Months

Start Dates: The Diploma course can be studied at any time during the year, however, this is subject to the number of students.

Progression route?

Students may use this qualification to further progress to employment.

What are the training costs?

The course fee is £2,573.00, however, some students may be eligible for the 19+ loan which may be used to pay for the course. For more information about the 19+ loan, feel free to contact us.

Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.

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