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In Short

10–12 month programme. These qualifications are aimed at individuals who are starting a career in a customer-facing role. They are suitable for all age groups: for those who have just started a job, for those who are changing their career path and for those who want recognition of their skills and experience. These qualifications provide the foundation to progression in a range of different roles, which involve customer contact.

Entry Requirements

There are no formal requirements but you must be working in a customer facing role.

Course Content

Qualification structure

To achieve a full Level 3 QCF Diploma in Customer Service, you must achieve a minimum of 42 credits.

Level 3 mandatory units: •

  • demonstrate understanding of customer service •
  • demonstrate understanding of the rules that impact on customer service.

Example of optional units: •

  • give customers a positive impression of yourself and your organisation •
  • go the extra mile in customer service •
  • build a customer service knowledge set •
  • do your job in a customer-friendly way
  • •recognise diversity when delivering customer service •
  • review the quality of customer service •
  • resolve customer service problems •
  • work with others to improve customer service •
  • lead a team to improve customer service •
  • gather, analyse and interpret customer feedback •
  • monitor and solve customer service problems.


How will I be assessed?

You will be assessed in the workplace using several different methods including observation of practice, questioning and witness testimonies from senior staff. This is collected in a portfolio of evidence.

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