Level 3 Advanced Diploma in Customer Service with Official Certification

Accredited by ABC Awards | Endorsed Certificate | Certified Unit Summery| 24/7 Access | Free COVID 19 Course

Global Edulink


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£129 inc VAT (was £429)
Or £43.00/mo. for 3 months... Read more
Offer ends 18 August 2020
Study method
Online, self-paced
6 Hours
No formal qualification
Endorsed by ABC Awards

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A message to our learning community

With the current outbreak of Coronavirus hitting countless countries and economies around the world, we stand together with all those who have been impacted by COVID-19. We also want to remember and appreciate the healthcare professionals and other individuals in essential services who are braving this pandemic from the forefront with their selfless acts of service.

Learners will get “Certificate in COVID-19 (Coronavirus) Awareness” Course for Free on purchasing this course


Level 3 Advanced Diploma in Customer Service with Official Certification

This course is endorsed under ABC Awards and Certa Awards Quality Licence Scheme.

Does customer service interest you as a career? Is it is a field that you want to qualify in? The Advanced Diploma in Customer Service - Level 3 will demonstrate to learners how to provide exceptional customer service that enables them to enjoy repeat customers in their business. It is an effective course that will give learners insight into providing outstanding communication skills and customer support in their daily tasks.

The Advanced Diploma in Customer Service - Level 3 is a comprehensive course that focuses on the skills and techniques of high standard customer service. Create a good impression, tackle difficult inquiries and deal with challenging customers.

The Advanced Diploma in Customer Service - Level 3 course will teach learners everything they need to know about customer service and what it takes to be efficient in this key job role. It is a high earning potential job and enables learners to acquire educational knowledge and take their career to the next level. Become professional at customer service!

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Global Edulink has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The course itself has been designed by Global Edulink to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa 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.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales


Endorsed by ABC Awards

Course media


What is covered in this course?

  • Gain a clear understanding of the job role in customer service and how to create a first, good impression.
  • Understand customer service and legislation.
  • Learn how to deal appropriately with customer queries and questions.
  • Learn how to build on customer relationships and maintain them.
  • Understand the fundamentals of customer service and gain a thorough understanding of how to apply customer service concepts within an organisation.
  • Qualifying in customer service means you can work in various roles in well-paid positions and with room for career progression.

Course Curriculum (Type Of Course Material: Text)

Module 1: Customer Service and Legislation

  1. Introduction
  2. Policies and procedures
  3. Feedback systems
  4. Complaints procedure
  5. Service standards
  6. Specific duty Service standard
  7. Ethics and morals
  8. People in authority
  9. How legislation relates to customer service
  10. Health and Safety Legislation
  11. Putting health and safety into practice
  12. Data protection
  13. The data protection act
  14. Why is it important to protect data?
  15. Consumer protection
  16. Satisfactory quality
  17. As described by the seller
  18. Fit for purpose
  19. Equal opportunities legislation
  20. The Equality Act 2010
  21. Disabilities
  22. Unit summary

Module 2: Customers and Communication in Business

  1. Introduction
  2. Identifying customers and their characteristics
  3. Who are your customers?
  4. Teamwork and customer service
  5. Information which may need to be shared
  6. How satisfaction is affected by customer service
  7. Positive Perception
  8. Understanding your products and services
  9. Find out information about products and services
  10. Gathering information
  11. Communicating information to customers
  12. Communicating effectively with customers
  13. Body language
  14. Gestures
  15. Tailoring your approach to suit customers
  16. How to check your own understanding
  17. Negative and positive language
  18. Being respectful and helpful
  19. Finding the clues
  20. Listening for reactions
  21. Unit summary

Module 3: Creating a Positive Impression among the Customers

  1. Introduction
  2. First impressions
  3. Visual
  4. Vocal
  5. Verbal
  6. The working environment
  7. Meeting and greeting
  8. Building a strong rapport
  9. Building rapport face-to-face
  10. Building rapport over the phone
  11. Using courtesy to build customer rapport
  12. Realistic courtesy
  13. Responding appropriately
  14. What organisations expect from you
  15. Establishing trust
  16. Ask the right questions
  17. Formally agree
  18. Getting the timing right
  19. Deliver on your promises
  20. Unit summary

Module 4: Dealing With Requests, Queries and Issues

  1. Introduction
  2. Recognising and dealing with queries in a professional manner
  3. Personal approach
  4. Professional behaviour
  5. How to work with colleagues to answer requests
  6. Who can help?
  7. Keeping clients informed
  8. What could lead to a problem?
  9. Why do issues occur?
  10. Using procedures and systems to deal with issues
  11. Dealing with difficulties in a calm manner
  12. When to pass problems to a colleague
  13. Managing difficult situations
  14. Hear
  15. Emphasise
  16. Apologise
  17. Take ownership
  18. Behaving assertively
  19. The advantages of assertive behaviour
  20. Unit summary

Module 5: Customer Relationship

  1. Introduction
  2. The importance of consistency
  3. Boosting a client’s confidence in you
  4. Losing customers
  5. Customer retention
  6. How your behaviour influences a customer
  7. Your behaviour
  8. Being assertive
  9. Delivering to meet the standards of your company
  10. Annual reports
  11. Mission statements
  12. Advertisements
  13. Continually meeting expectations
  14. Extending the services that you offer
  15. Offering alternatives
  16. Balancing the needs of customers and your organisation
  17. Developing long-term customer relations
  18. Asking open questions
  19. Adding a personal touch
  20. Unit summary

Module 6: Feedback and Sales

  1. Introduction
  2. Identifying ways to improve
  3. Sources of feedback
  4. Types of feedback
  5. Informal feedback
  6. Formal feedback
  7. Feedback from customers
  8. Feedback from colleagues
  9. Feedback from your organisation or line manager
  10. Feedback from yourself
  11. Dealing with feedback
  12. Rejecting feedback
  13. Accepting feedback
  14. Reflecting on feedback
  15. Sharing information with others
  16. Understand how to work with information that needs attention
  17. Providing information to customers
  18. Slow buyers
  19. Fast buyers
  20. Customers who have reservations
  21. Dealing with seemingly uninterested customers
  22. Overcoming a customer’s reservations
  23. Listen to a reservation
  24. Check you have fully understood
  25. Unit summary

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Method of Assessment

At the end of the Advanced Diploma in Customer Service Level 3 you will be evaluated through written assignments. In order to complete this programme successfully and gain your professional qualification, all students are required to complete a series of assignments. The completed assignments must be submitted via the online portal. Your instructor will review and evaluate your work and provide your feedback based on how well you have completed your assignments.


At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

Course Code: QLS-03766

Accredited Body (Accreditation)

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

What's special about us

  • No Hidden Fees
  • Efficient and effective customer service for all your queries
  • Endorsed under the ABC Awards and Certa Awards Quality Licence Scheme
  • Get a 30% discount when you pay the full amount at once. This includes the course fee, assessment fee and certificate fee.

Who is this course for?

  • Customer Care Personnel
  • Customer Service Managers
  • Anyone who wants to learn more about Customer Service and further their career


  • Learners should be age 19 or over, and must have a basic understanding of Maths, English, and ICT.
  • A recognised qualification at level 2 or above in any discipline.

Career path

  • Customer Service Manager
  • Customer Service Representative
  • Customer Service Supervisor
  • Customer Service Team Leader
  • Customer Service Sales Associate

Others jobs you can get

  • Customer Service Coordinator
  • Customer Service Agent
  • Concierge

Questions and answers

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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