Accredited Level 3 Customer Services Diploma

Course Content

The whole level three diploma has TEN (10) specific units of study, which are sub-divided into topic areas these are:

Accredited Level 3 Customer Services Diploma Unit 1: The Concept of Customer Service

This unit develops knowledge and understanding for the concept of customer service and examines the elements that contribute to this. To cover these element the focus of defining customer service, customer care and customer handling. The Institute for Customer Service encourages that all must have clear definition of these terminologies. It will also differentiate aspects of the customer and the consumer. The second part of this unit then examines how customer service is categorised and identified in an organisations.  The final part of unit one covers components of customer service and identify indirect and direct elements to customer service.

Accredited Level 3 Customer Services Diploma Unit 2: The Importance of Customer Service

This unit will be focusing on the legal aspect in customer services and identify the commitment organisations have to make to their customers. There are several laws that offer consumer protection and it is imperative that employers and employees are aware. Organisations need to know which laws are relevant to customer service and what duties the laws place on the establishment. It will identify key points from Acts of Parliament and the implications to the organisations not address or abiding by the law.

Accredited Level 3 Customer Services Diploma Unit 3: Legislation in Customer Service

This unit will be focusing on the legal aspect in customer services and identify the commitment organisations have to make to their customers.  There are several laws that offer consumer protection and it is imperative that employers and employees are aware. Organisations need to know which laws are relevant to customer service and what duties the laws place on the establishment.  It will identify key points from Acts of Parliament and the implications to the organisations not address or abiding by the law.

Accredited Level 3 Customer Services Diploma Unit 4: Types of Customer

Without customers, businesses would not exist. It is important to remember there are different types of customers, all with different needs. This unit examines internal and external customers. Thus, colleagues are the internal customers, while the people outside of the organisation are the external customers. Both are important for an organisation. The working relationship with colleagues, people in different departments, suppliers, supervisors and managers all play an important role of an organisation. As for external customers, organisations do not exist, they are needed to make sales to create a profit and pay wages.

The second part of the unit focuses on the different types of external customers and how organisations must meet their needs and exceed their expectations. It will identify how organisations must understand that every customer is unique and needs to provide exceptional standards of customer service to such a wide scope of individuals with very different needs.

Accredited Level 3 Customer Services Diploma Unit 5: Effective Communication in Customer Service

This unit examines the topic of communicating well when dealing with customers. To provide effective customer service, you will need to communicate effectively, written and oral. Customer service is all about meeting customers’ needs and exceeding their expectations. The best way to find out is by talking and listening to them.  Thus, effective communication is vital to good customer service for both internal and external customers. Effective communication means giving the correct message, to the right people, at the right time and in the right way. There are a variety of customer service techniques in order to deal with customer effectively.    Assertiveness, responsibility and empowerment are paramount when dealing with the customer to any given situation. Communication is vital for success in customer service.  This unit will concentrate on courtesy, responsiveness and professionalism to all customers

Accredited Level 3 Customer Services Diploma Unit 6: Issues in Customer Service

It is important to recognise the problems in customer service. Organisations need to maintain customer service at a high level at all times. This unit focuses elements to barriers of ineffective customer service and concentrates on issues that may arise in customer service, and identify measures to overcome them. It will also identify the implications for an organisation when providing ineffective customers service long and short term if problems are not addressed.

Accredited Level 3 Customer Services Diploma Unit 7: Handling Complaints and Conflict Management

Customers are more demanding and are aware of their rights and there is allot more complaints received nowadays. When working in an organisation, you may have to deal with conflict situations both external and internal. This could customer complaints, problems with colleagues or with a supplier. To deal with the conflict effectively in order not to put the organisation in disrupt. There are a variety of techniques to resolve conflict and this will be discussed in this unit. If a complaint is dealt with effectively, customers are likely to return back to the organisation.

Accredited Level 3 Customer Services Diploma Unit 8: Effective Selling Skills

Selling is part of customer service. People expect the highest level of customer service, courtesy and attention when making purchases. There are many situations that provide opportunities for selling products and services. Building rapport, meeting customer needs and exceeding customer expectations are part of the selling process. One of the key pointers is to present the features and benefit of the product or service to the customer. It will focus on consumer behaviour, and customers have information needs. This is to describe the features to meet the information needs. Presenting the benefits stir the emotions of the customer and relates to how a feature provides an advantage or improvement. The unit will identify how to handle objections and what are the key elements to be aware of and identify the signs as soon as possible.

Accredited Level 3 Customer Services Diploma Unit 9: Analysing Customer Service Qualities

This unit focuses on assessing the quality of customer service through meeting customer needs, achieving customer satisfaction and meeting customer expectations.  Many organisations provide quality customer service, but is this of high quality? Some organisations set benchmarks against customer service quality in which they aim to achieve. To establish and assess the quality of customers service a ‘quality criteria’ is implemented and focuses on direct contact with customers and internal review of the organisation. The second part of the unit will be focusing on analysing the quality of customers service and the perceive competition of those in related markets.

This unit also focuses on:

• Comparing and contrasting the customer services of different organisations
• Recommendations for improving customers service

Accredited Level 3 Customer Services Diploma Unit 10: Deliver and Evaluate Customer Service

The last unit focuses on evaluating different customer service situations. Organisations need to evaluate every customer service situation that they are providing.   This helps the organisation measure and improves new requirements that they could include to the service. It will look delivering customer service by considering customer needs and summarising all that has been learnt on this course. The second part of this unit focuses on evaluating delivery of customer and comparing evaluation giving recommendation for improvement.