Customer Service Level 3

This course assesses the following units:

Unit 1: Customer Service and Legislation

• Understand what customer service is and how to work towards good practice
• Understand laws and legislation in place to aid customer service
• Explain customer feedback systems and why these are used
• Describe complaints procedures and how these are dealt with
• Understand equality and diversity and laws relating to these are crucial for customer service

Unit 2: Customers and Communication

• Understand communication and the role it places in customer service
• Different types of clients and how their expectations may differ
• Tailor your approach to meet various customers
• Understand the use of gestures and body language when dealing with clients
• Identify key aspects of products or services that you must have a working knowledge of

Unit 3: Giving a Positive Impression

• How to build rapport with customers
• Ways of creating a positive impression of yourself and your organisation
• How to identify a customers expectations
• Responding to customers expectations
• Developing relationships
• Establishing trust

Unit 4: Dealing with Requests, Queries and Issues

• Dealing with requests and queries in a professional manner
• Keeping clients informed or progress and outcomes
• Working with colleagues to deal with requests
• Passing customers to other colleagues
• Why issues may occur and how to deal with these
• Dealing with disgruntled customers

Unit 5: Customer Relations

• The importance of consistency
• Understand how to continually work to high standards to improve customer relations
• Understand how to boost a client’s confidence in you and the organisation you represent
• Recognise the importance of customer retention and how not to lose clients
• Understand how to develop long-term relations with customers that creates loyalty

Unit 6: Feedback and Sales

• Improving your performance
• Gathering feedback from a variety of sources
• Using feedback to improve your customer service
• Providing information to customers
• Dealing with customers who have reservations
• Making sales and working with fast and slow buyers

This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.

To pass this course learners must pass 6 assignments. These are completed after navigating through the corresponding lessons and writing your answers to assignment questions. Once these have been read and marked by your personal tutor, feedback and marks are provided to students which contain helpful tips to improve work in future assignments.