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Customer Service Level 3
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To achieve this qualification, candidates must achieve:
2 mandatory units and
6 optional units
(8 units in total). Including at least 1 unit from each theme
Candidates can also understake additional units, although they are not required to complete the qualification.
This qualification contains 5 units that can be brought from Level 2; from these a maximum of 3 units may be claimed towards a Level 3 qualification.
This qualification contains 5 units that can be carried forward to Level 4; all of these can be claimed towards a level 4 qualification.
To achieve this award you must achieve the following 2 Mandatory units
Unit 7 - Understand customer service to improve service delivery
Unit 8 - Know the rules to follow when developing customer service
You must achieve at least 1 unit from the following theme:
Theme: Impression and Image
Unit 13: Make customer service personal
Unit 14: Go the extra mile in customer service
Unit 15: Deal with customers in writing or using ICT
Unit 18: Use customer service as a competitive tool
Unit 19: Organise the promotion of services or products to customers
You must achieve at least 1 unit from the following theme:
Theme: Delivery
Unit 22: Deliver customer service on your customers' premises
Unit 23: Recognise diversity when delivering customer servic
Unit 24: Deliver customer service using service partnerships
Unit 25: Organise the delivery of reliable customer service
Unit 26: Improve the customer relationship
You must achieve at least 1 unit from the following theme:
Theme: Handling Problems
Unit 32: Monitor and solve customer service problems
Unit 33: Apply risk assessment to customer service
Unit 34: Process customer service complaints
You must achieve at least 1 unit from the following theme:
Theme: Development and Improvement
Unit 39: Work with others to improve customer service
Unit 40: Promote continuous improvement in customer service
Unit 41: Develop your own and others' customer service skills
Unit 42: Lead a team to improve customer service
Unit 43: Gather, analyse and interpret customer feedback
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