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Customer Service Level 3

Oakwood Home Learning


£300 inc VAT
Study method
Distance learning, self-paced
12 Months
No formal qualification
Additional info
  • Certificate of completion available and is included in the price

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Customer service is crucial for any business to be successful. Being able understand how to provide superior customer care for consumers is vital to move up in to higher and more senior roles within a companyIn this Customer Service Level 3 qualification you will study the most important requirements for those looking at working for a business which works closely with clients. This Customer Service Level 3 qualification is designed to assist those who will work closely with clients to ensure the service they provide to their clients is superior to competition. The most important thing that learners will need to understand and appreciate is the necessity of quality customer service. In a world of modern technology, the requirements and the structure of customer service has altered. This Customer Service Level 3 course takes students through the steps towards creating an exceptional customer service within a variety of businesses.

Unit 1

Customer service is an incredibly important aspect of any business and it is important to be able to work closely with different customers to provide a good service. In order to do this you will first need to understand exactly what customer service is and what providing this service entails.

This unit will cover the general idea of customer service and how employees can work within rules and regulations to provide client care. These rules and regulations change between various industries and will differ from time to time and it is important that you can understand how your service influence a company’s relations with clients.

Unit 2

Delivering great customer service relies on many different things. There are lots of abilities that are needed to provide good customer service and one of the most important is the ability to communicate with customers. Each person’s needs are different and being able to effectively recognise and adapt your approach to suit a client is the best way to giving customer support which is tailored to their individual needs.

This unit will explore what you can work on with customers and how to pick up on their demeanour to change your approach and better suit the situation.

Unit 3

This unit will focus on the need for a rapport between a customer and a service representative so that mutual understandings are in place. We will look at the way in which you can nurture relationships with your clients from the very first meeting with the help of a strong first impression and move on to establishing relationships over the long term.

Unit 4

All customer service providers will deal with questions and queries from customers. As the face of the business you will be responsible for helping customers to make the right choices and deal with any issues they may have. This is part of a daily routine of the customer representative and you should know how to work with clients and deal with anything they can throw at you.

This unit will focus on how you can approach your role and tackle any questions, issues and problems that customers may have with the service that is provided to them.

Unit 5

Having a good relationship with customers is key to being able to provide a quality service and give people what they want. In this unit of the course we will look at how you can work to provide quality customer service to your clients and develop strong working relations. Having good relations with customers will ensure that they are retained and will continue to work with your company for many years to come.

Unit 6

In this final unit we will be exploring ways of creating a customer-orientated culture within an organisation as well as generating sales. These are both vitally important in any organisation and you will need to be able to work closely with consumers looking to purchase goods and services to give them support whilst buying. This should not take away from the customer service which you are looking to provide and you must be able to carefully balance the two concepts for the benefit of your business.


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 buyersThis course is assessed through tutor marked assignments which must be sent to your tutor for marking. You will then be provided with feedback and a mark on your work from your tutor within 5 days. After each assignment has been sent off and marked as complete you will have passed the qualification and will receive your certification.At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and a Learner Unit Summary (which lists the details of all the units the learner has completed as part of the course). The course has been endorsed under the ABC Awards’ Quality Licence Scheme. This means that Oakwood Home Learning has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria. The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector. To this end the learning outcomes of the course have been benchmarked at the Level stated against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

abc awards

The course itself has been designed by Oakwood Home Learning to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards’ endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.

ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.

Who is this course for?

Home learning is now the most popular ways to get accredited and millions of people around the world choose to use distance learning instead of a traditional college. The flexibility and convenience of home learning is unmatched in education and fitting your studies in around a career, family life and other commitments is now easier than ever.

How to get started with home learning:

Find your perfect course. Browse through hundreds of accredited qualifications on offer with us.
Select your payment method. We help you to spread the cost of your education into small, manageable monthly payments.
Get your course materials and study pack. All of our courses are published to the highest quality and student course packs are sent out on the same day you enrol.
Work through the qualification at your own pace. We don’t set any deadlines- so you can work at a pace that you are comfortable with.
Get certified! We request your certificates from the awarding body as soon as possible and these are sent to you first class.

In all of our courses students benefit from a number of things that help you to get the best education possible. These include:

Course Materials
Our courses are created by highly qualified authors to ensure they are in-depth, current and relevant. This makes Oakwood qualifications amongst the best in the world for anyone looking to gain a further insight into a specific topic or get accredited to work in their perfect career. With study materials and guides published to the best possible quality you can work through clearly planned and created lessons to build upon your knowledge in stages, making learning with us easy, fun and effective.

Postage and Shipping
All of the shipping costs for our courses are included in the enrolment fees and we offer worldwide shipping free of charge. This means you can get started on your course for much less without the hassle of paying expensive postage costs- you can leave these to us. All of our courses are printed, bound and shipped to you first class, within 1 working day, so you can get enrolled and get started on your new course in no time at all.

Tutor Support
All of our courses come with full tutor support throughout so that you can benefit from the best education. Our tutor support team includes a number of professionals from a wide variety of backgrounds- each one an expert in their own field with tutoring experience in abundance. Students at Oakwood are assigned a personal tutor who provides help and support throughout their course and will mark all of your assignments so that you have the personal touch of an industry expert there to help at all times. This tutor support is completely unlimited- which means you can contact your tutor and ask as many questions as you need when working through your qualification. With this support you will never feel alone on one of our courses and you will always be backed by a professionally qualified team dedicated to your success.

All certification costs are included on our courses so there are absolutely no hidden fees. If a qualification is accredited with an awarding body such as NCFE or CACHE we include the fees within the enrolment costs so you can sit back and relax knowing everything is covered.


No experience required.

Career path

Any within the customer service industry.

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