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Customer Service Level 3
16
Topic count
Each topic equates to a unit of the curriculum
56
i-ACT count
Each i-ACT delivers one lesson of underpinning knowledge, including both theory and assessment modules
18
i-Practice count
Each i-Practice simulates a practical task, including training and assessment modules
Overview

The course aims to provide you with the knowledge and essential skills to enable you to competently deal with customers, maintaining customer satisfaction and positive image of the organisation.

Outcomes
On completion of this course you will be able to:
  • Organise and deliver customer service focusing on customers’ wants, needs, and expectations
  • Develop deeper understanding of customer service concepts, practices, language, and principles
  • Understand the requirements and expectations of customers, deal with customer problems, and manage and resolve customer complaints
  • Deal with challenging customers to maintain customer satisfaction and positive image of the organisation
  • Understand business markets, business innovation and growth, financial management, and the principles of marketing
  • Create and fulfill a professional development plan
  • Effectively communicate with customers, both verbally and in writing
  • Understand how to exceed customer expectations
  • Carry out negotiations to achieve a successful outcome in business
  • Support equality, diversity, and inclusion in the workplace
  • Understand the principles of employment rights and responsibilities, and the legal and regulatory frameworks
  • Handle objections and negotiate with customers, identify and prioritise customer concerns
  • Deal with organisations via multiple social media channels
Where this will lead

Health and Social Care (Adults) Level 3 will enable you to progress into employment and/or further studies in the health and social care sector.

Estimated learning hours

51.75