Excellence in..... LD Training Services Ltd
(NVQ/QCF) Customer Service Advanced Apprenticeship Level 3

Download Course Information

These qualifications are aimed at experienced service providers who are in a position to influence others and bring about improvements in skills and service delivery. The qualifications are designed to cater for the wide range and diversity of job roles where competence in customer service is vital. The aims of this qualification is to contribute to the skills, knowledge and overall performance of those working in the service industry. They provided a first insight in to the principles and process of customer service and will aid career progression. 

Components Diploma in Customer Service Level 3
Functional Skills - Math Level 2, English Level 2
Employment Rights and Responsibilities (ERR) [Optional unit or Skills CFA Workbook]
Personal Learning and Thinking Skills (PLTS) [All 6 have been mapped to the Mandatory units]
Awarding body EDEXCEL
Overview Industry recognised certification for experienced service providers
Intended for Experienced service providers who are in a position to influence others and bring about improvements in skills and service delivery
Duration 12 months minimum
Requirements To complete this qualification, candidates must achieve 55 Credits from a choice of units specialising within your service sector.
Delivery In-company programme for individuals and groups
Assessment Observation, discussion, personal statement, supporting documentation, portfolio of evidence, onscreen testing.
Learner support Learning material, all workplace based
Progression Level 4 Diploma in Customer Service, Level 3 Diploma in Management or job roles such as Service Delivery, Client Services or Customer Operations Manager
Fees Funding available subject to eligibility

 

(Level 3 NVQ/QCF) Diploma in Customer Service - Qualification structure

To achieve the Customer Service full Level 3 qualification, learners must complete a minimum of fifty-five credits. The learner must achieve forty credits from units at level 3 or above; thirty-one credits must be completed from Group A Mandatory Units and a minimum of fifteen credits from Group B optional units and a minimum of nine credits from Groups B and C optional units [maximum 9 from C].

 

Group A - Mandatory Units

QCF level

Credit

Organise and Deliver Customer Service

3

5

Understand the Customer Service Environment

3

5

(*1)Resolve Customers’ Problems

3

4

Principles of Business

3

10

Understand Customers and Customer Retention

3

4

Manage Personal and Professional Development

3

3

 

Group B - Optional Units

QCF level

Credit

Develop Resources to Support Consistency of Customer Service Delivery

3

5

Use Service Partnerships to Deliver Customer Service

3

3

(*2)Resolve Customers’ Complaints

3

4

Gather, Analyse and Interpret Customer Feedback

3

5

Monitor the Quality of Customer Service Interactions

3

5

Communicate Verbally with Customers

2

3

Communicate with Customers in Writing

2

3

Promote Additional Products and/or Services to Customers

2

2

Exceed Customer Expectations

2

3

Deliver Customer Services whilst Working on Customers’ Premises

2

4

Deliver Customer Service to Challenging Customers

2

3

Develop Customer Relationships

2

3

Support Customer Service Improvements

2

3

Support Customers Through Real-time Online Customer Service

2

3

Use Social Media to Deliver Customer Service

2

3

Champion Customer Service

4

4

Build and Maintain Effective Customer Relations

4

6

Manage a Customer Service Award Programme

4

4

Manage the Use of Technology to Improve Customer Service

4

4

Support Customer Using Self-service Equipment

2

3

Provide Post-transaction Customer Service

2

5

Develop a Social Media Strategy for Customer Service

4

5

 

Group C – Optional Units

QCF level

Credit

Negotiate in a Business Environment

3

4

Promote Equality, Diversity and Inclusion in the Workplace

3

3

Manage Team Performance

3

4

Manage Individuals’ Performance

3

4

Collaborate with Other Departments

3

3

Negotiating, Handling Objections and Closing Sales

3

4

Obtaining and Analysing Sales-related Information

3

4

Buyer Behaviour in Sales Situations

3

3

Manage Incidents Referred to a Contact Centre

3

6

Lead Direct Sales Activities in a Contact Centre Team

3

4

Manage Diary Systems

2

2

Contribute to the Organisation of an Event

2

3

Provide Reception Services

2

3

Buddy a Colleague to Develop their Skills

2

3

Employee Rights & Responsibilities

2

2

Processing Sales Orders

2

2

Bespoke Software                          

3

4

 

Barred combination of units

(*1) & (*2)

 

Click here to find out more about this course.

© Copyright 2015–2017 LD Training Services Ltd