Certificate in Principles of Customer Service Level 3

  • The Certificate in Principles of Customer Service is designed to provide you with the knowledge you need to enable you to work in a customer focused industry. Excellent customer service is critical to the on-going success of any company and it is vital for all staff to have an excellent understanding of the principles of customer service.
  •  This course focuses on the effective use of communication in relation to customer service. It also looks at how customer service can be delivered in different sectors and focuses on what steps can be taken to improve customer service.

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Customer Service Certificate Level 3 (110 hours)

This course consists of 3 mandatory units

Unit Module Title Learning Outcomes Recommended Minimum Hours
1 Understand the use of communication in customer service
  • Understand non-verbal communication techniques when delivering customer service
  • Understand verbal communication techniques when delivering customer service
  • Understand when communication with a customer should be referred to someone within an organisation
38
2 Understand the principles of customer service delivery in different sectors
  • Understand how organisations carry out customer service in a particular sector
  • Understand the importance of using effective communication techniques with customers in all sectors
  • Understand how organisations in different sectors deliver customer service
38
3 Understand the principles of making improvements to customer service
  • Understand internal requirements of organisations in relation to customer service delivery
  • Understand external requirements of organisations in relation to customer service delivery
  • Understand how to propose improvements to customer service
38

This course is delivered through Pearl – the innovative and engaging online learning platform. Pearl delivers media rich, responsive content with learner engagement tools, and allows learners to communicate with peers and tutors.