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Certificate in Principles of Customer Service Level 3

Level 3
Course Code:
Distance / Blended Learning
22 weeks

This qualification enables you to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information. This course is suitable for anyone who is interested in customer service, and those who are hoping for career progression or employment opportunities in the customer service industry.

"It has helped me to have a better understanding of customer service, which hopefully will enable me to further my career."


This qualification aims to give you the knowledge required to work in a range of different environments in a customer service role. It will help you to develop essential knowledge, and how you apply this knowledge in a variety of industries and job roles.

Unit 1 - Understand the customer service environment
This unit provides you with a fundamental understanding of the concepts and practices that underpin customer service delivery. You will understand how customer service is used as a competitive tool, the importance of branding and customer perception and the potential impact of good and bad customer service.

Unit 2 - Principles of business
This unit will develop your knowledge of business markets, innovation and growth, financial management and the principles of marketing. You will discover and understand the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.

Unit 3 - Understand how to resolve customers’ problems and complaints
Within this unit, you will increase your knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. You will develop your understanding of negotiating techniques, enabling you to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.

Unit 4 - Understand customers and customer retention
This unit will establish your understanding of the concept of the ‘customer experience’. You will explore the benefits of customer retention and customer loyalty, as well as developing your knowledge of how to measure and analyse performance data.

Unit 5 - Understand how to monitor customer service interactions and feedback
This unit will equip you with the techniques needed to monitor the quality of customer interactions. You will be able to use and identify techniques used to gather required information and provide feedback on performance to colleagues. You will also develop an understanding of how to gather and analyse customer feedback in order to recommend improvements to customer service.

Unit 6 - Understand how knowledge resources and service partnerships are used to support customer service delivery
Throughout this unit, you will gain a comprehensive understanding of a customer service knowledge base, enabling you to identify the content requirements of resource materials. You will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.

Unit 7: Understand equality, diversity and inclusion in the workplace
This unit will increase your understanding of equality, diversity and inclusion in both personal and organisational situations, including updating your knowledge of current legislation. You will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.
Each unit is assessed through short answer questions. Assessments are completed online via our online assessment platform.
To enrol on this qualification we would expect you to hold a Level 2 qualification in Customer Service and have some experience of working in a senior customer service role. This is a knowledge based qualification, therefore, a good level of literacy, reading and writing is essential.

Learners must be over 19 and resident in the UK or EU country for at least 3 years.
On successful achievement of this qualification you could progress to:
Level 4 NVQ Diploma in Customer Service
Level 3 Leadership and Management

It may also be useful if you are planning to studying qualifications in the following sector areas:
Travel and Tourism
Sport, Leisure and Recreation
Health Public Service and Care
Engineering and Manufacturing Technologies
Arts, Media and Publishing
This course is accessed fully online - learning materials and assessments
This is a distance / home study course, so you can study at your own pace and at a time to suit you. A subject specialist tutor will be allocated to you and you can email them should you have any questions relating to your course.

It is important that you can work independently and be dedicated to set time aside each week for your studies, we recommend that you allow a minimum of 4 to 6 hours a week. Remember that your study time counts towards your CPD - Continuing Professional Development.

This course can be funded through the governments advanced learner loan scheme -

For more information call Steve or Lida on 01271 852354 or email

Course Fees

Total Fee: £1265