Customer Services Level 3

Title Customer Services Level 3
Course Code
Course Type Fulltime/Parttime
Course Details This accredited qualification is suitable for learners wishing to improve their knowledge on the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.
Course Content • Demonstrate understanding of customer services • Demonstrate understanding of the roles that impact on improvements in customer services • Communicate effectively with customers • Deliver reliable customer service • Resolve customer service problems • Develop customer relationships • Deal with customers face to face • Make telephone calls to customers
Course Assessment To gain this qualification you will need to evidence that you have undertaken each unit. A qualified tutor will assess you using: • Observations – direct observation by your tutor watching you produce work • Oral questions – direct questions asked by your tutor to check your understanding • Written questions – questions you must answer in order to check your understanding of the subject area
Entry Requirement For the Advanced Apprenticeship programme, you should be 16 years or older, working in a more senior role within a business organisation, with a strong commitment towards gaining the skills and qualifications you need to help you progress in your career. You should be working at least 30 hours per week in one of the following roles: • Customer relationship manager • Co-ordinator • Team leader • Information centre supervisor • Reception manager/supervisor • Call centre supervisor.
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