Access to Higher Education Courses & QCF Vocational Courses

Customer Service Diploma Level 3 - (QCF)

Duration

12 hours a week min (350 hours overall)

Credit

55

Course Code

601/3478/1

Price

£2,573.00 £1,929.00

Got a voucher code?

 

Buy a Course

Buy now with PayPal

The Pearson BTEC Customer Service Diploma Level 3 (QCF) is for learners who work in, or who want to work in customer service. The qualification gives learners the opportunity to:

Achieve a nationally recognised, Level 3 vocationally-related qualification in customer service giving them the underpinning knowledge to work in a customer focused environment.

Course Eligibility

There is no requirement for prior qualifications. All applications are assessed on an individual basis.

No prior knowledge, understanding, skills or qualifications are required before learners register for this qualification, however it is likely that they will be seeking work within the customer service sector, or they may already be employed in a cross-sector role or function.

See Funding Eligibility criteria.

Description

What will I learn?

The qualification gives learners the opportunity to:

  • develop and demonstrate technical and wider sector-related knowledge to underpin competence. This includes the principles, and techniques for organising and delivering customer service, building and maintaining relationships with customers and an understanding of the legislation and regulations that governs the industry
  • develop and demonstrate a range of technical skills and behaviours that supports competence in the job role. This includes resolving customer problems and complaints, communicating with customers, delivering non-routine customer service and supporting improvements in customer service.

Course content ranges from (See Syllabus):

  • Organise and deliver customer service
  • Understand the customer service environment
  • Resolve customers problems
  • Principles of business
  • Understand customers and customer retention
  • Manage personal and professional development
  • Develop Customer Relationships
  • Build and Maintain Effective Customer Relations
  • Employee Rights and Responsibilities
  • Deliver Customer Service to Challenging Customers
  • Communicate with Customers in writing
  • Resolve Customers’ Complaints
  • Gather, Analyse and Interpret Customer Feedback

How will I learn?

Learning will be via Distance Learning. Your course will be delivered through online assessment using our latest Virtual Learning Environment, one to one tutorials with your Tutor (phone, e-mail & face-to-face Skype) and group web based webinars. (See Study Style)

You will be expected to typically commit to a minimum of 12 hours per week independent study to suit your personal circumstances. This is the recommended guideline to support you to achieve.

Learners must be in employment or voluntary work on a programme so that they can develop and demonstrate the occupational competence required.

Who is the awarding body?

The awarding body is Edexcel:

edexcel logo

Qualifications

Customer Service Diploma Level 3 – (QCF)

This qualification, accredited on the Qualifications and Credit Framework (QCF), helps boost learners’ career prospects by giving them the skills, knowledge and understanding that employers look for. They also provide career development opportunities for those already in work.

Credits:

55 credits required in total

How will my work be assessed?

There are a range of assessment techniques for the subjects covered which include online assignments using our Virtual Learning Environment, reflective accounts, witness testimonies, subject related discussions with your tutor and developing projects. These are all assessed at either pass or fail.

What Qualifications do I need to do this course?

No formal qualifications are required. Just your drive and enthusiasm to take and finish the course.

Syllabus

UNITS:

Organise and deliver customer service (5 Credits)

  • Understand how to organise customer service delivery
  • Be able to plan the delivery of customer service
  • Be able to deliver customer service

Understand the customer service environment (5 credits)

  • Understand the concepts and practices underpinning customer service delivery.
  • Understand the relationship between customer service and a brand
  • Understand the structure of customer service
  • Understand the implications of legislation on customer service delivery

Resolve customers problems (4 credits)

  • Understand the monitoring and resolution of customers’ problems
  • Be able to deal with customers’ problems

Principles of business (10 credits)

  • Understand business markets
  • Understand business innovation and growth
  • Understand financial management
  • Understand business budgeting
  • Understand sales and marketing

Understand customers and customer retention (4 credits)

  • Understand Customer Relationship Management (CRM)
  • Understand customer retention
  • Understand the measurement of customer satisfaction

Manage personal and professional development (3 credits)

  • Be able to identify personal and professional development requirements.
  • Be able to fulfil a personal and professional development plan
  • Be able to maintain the relevance of a personal and professional development plan

Develop Customer Relationships (3 credits)

  • Understand how to develop customer relationships
  • Be able to develop relationships with customers

Build and Maintain Effective Customer Relations (6 credits)

  • Understand how to build effective relationships with customers
  • Be able to determine the scope for building effective relationships with customers
  • Be able to develop effective relationships with customers
  • Be able to review and improve relationships with customers

Employee Rights and Responsibilities (2 credits)

  • Understand the role of organisations and industries
  • Understand employer’s expectations and employees’ rights and obligations.

Deliver Customer Service to Challenging Customers (3 credits)

  • Understand the delivery of customer service to challenging customers
  • Be able to deal with challenging customers

Communicate with Customers in writing (3 credits)

  • Understand how to communicate with customers in writing
  • Be able to plan written communication to customers
  • Be able to communicate with customers in writing

Resolve Customers’ Complaints (4 credits)

  • Understand the monitoring and resolution of customers complaints
  • Be able to deal with customer’s complaints

Whats Next

  • Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills
  • Have existing skills recognised
  • Achieve a nationally recognised Level 3 qualification.

Learners who achieve the Pearson BTEC Level 3 Diploma in Customer Service (QCF) can progress to the Pearson Edexcel Level 4 NVQ Diploma in Customer Service (QCF). Alternatively, learners could choose to progress to management qualifications at Level 3, including:

  • Pearson BTEC Level 3 Diploma in Management (QCF)
  • Pearson BTEC Level 3 Certificate in Management Principles (QCF)

Achieving this qualification also gives learners the opportunity to progress to job roles that require a more complex set of skills and responsibility including leading and managing, for example:

  • Customer services assistant
  • Customer Executive
  • Service Delivery Manager
  • Client Services Manager
  • Customer Operations Manager
  • Front of House team manager

What’s in it for Me?

Students are able to progress into Higher Education or enhance their career prospects. Students primarily progress to Higher Education study in areas related to Business, Economics and Accounting. These may include some of the following areas of Degree level study: Business Studies, Marketing, Economics, Accountancy, Business Management, Trading and Finance related degrees.

Typical jobs:

  • Marketing Administrator or Executive
  • Finance Administrator
  • Sales Executive
  • Business Administrator or assistant
  • Accounts Support / administrator

Jobs from Indeed

jobs by

Welcome to Ixion College. Ixion College is a brand owned by Ixion Holdings (Contracts) Ltd. Your learning agreement, should you wish to take a course with Ixion College, will be with Ixion Holdings (Contracts) Ltd under Ixion's UKPRN 10033758.

Awarding organisations we work with:

Want to know more about the Qualification Assurance and Awarding bodies?

Click here now