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Certificate in Principles of Customer Service Level 3

The Level 3 Certificate in Principles of Customer Service course will develop and sharpen your practical skills, enabling you to deliver effective, high-quality customer service within a range of environments.

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Fully-funded via the UK Government in the form of the Education and Skills Funding Agency.

  • Free online course

    Fully-funded

  • Course duration

    20 weeks average course length

  • Support

    Expert tutor support available

  • Learning Method

    Online learning materials with online assessment

Overview of Certificate in Principles of Customer Service Level 3

Certification aims

You will be introduced to the key concepts and practices underpinning customer service delivery, from conflict resolution techniques to how customer service impacts upon an organisation. 

You will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

One to one Tutor support available via phone or email.

Course units

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.

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.

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.

 

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.

 

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.

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.

 

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.

 

Get certified

Gain a nationally recognised level 3 certificate.

Certification benefits

Develop your skills

88% of our learners say our courses have equipped them with vital skills to help them progress in their working life.

Launch or advance your career

Build up enough knowledge, skills and confidence to transition into a new career.

Improve your CV

Level 3 certifications are nationally recognised, giving you the foundations to improve your job prospects.

Eligibility

Location

Been in the UK or EU for three years for purposes other than study.

Age

19+ at the start of the academic year.

Qualifications

  • Not on an apprenticeship.
  • Not completed any part of the course before.
  • 19-23-year-olds must have a level 2 or higher prior to attainment.
Start Learning

3 simple steps to enrolment

Step 1

Create an account with us via the short form below

step 1
create an account

On submission, you will be directed to your secure application form…

Step 2

Complete your funded course application form

Select Continue without an account to start your application.

On submission, you will be taken to your Skills Network user area…

Within 24 hours you will get an email/call to start the course.

Step 3

Complete Unit 1 to secure your place

unit one

On completion, you will be fully enrolled and can complete your free course…

Step 1 - Create an account

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