Level 3 Certificate in Principles of Customer Service

Course overview
This Level 3 certificate in the principles of customer service will develop and sharpen practical skills. Enabling the delivery of effective, high quality customer service within a range of environments. The course covers the key concepts that underpin customer service delivery, from conflict resolution to how customer service impacts upon an organisation.

Gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

Eligibility for funding
This Level 3 course is fully funded for adults aged 19 and over on 31st August 2023 and who are residents of the Liverpool City Region (Halton, St Helens, Liverpool, Sefton, Knowsley or Wirral)

You must also meet either of the below definitions:

• Do not have an existing Level 3 or higher qualification
• Are either unemployed or earning less than £31,600.40 for LCR residents

What you will learn
This course is split into seven manageable units, covering the following topics:

• Unit 1: Understand the customer service environment
• Unit 2: Principles of business
• Unit 3: Understand how to resolve customers’ problems and complaints
• Unit 4: Understand customers and customer retention
• Unit 5: Understand how to monitor customer service interactions and feedback
• Unit 6: Understand how knowledge, resources and service partnerships are used to support customer service delivery
• Unit 7: Understand equality, diversity and inclusion in the workplace

Learning method
Studying via distance learning means you can choose when and where you study. We ensure that you get all the support you need throughout your course in the form of a personal tutor.

This course is available: Fully online

This fully online course is made available on The Skills Network’s online learning platform, EQUAL. Online learning with a difference. EQUAL features:

• Exciting and engaging content
• Interactivity – featuring videos and games to enhance learning
• Access to an online portfolio where learning and feedback can be accessed at any time

Benefits

• Gain a nationally recognised qualification
• Study will enhance both personal skills and professional development
• The programme is delivered via distance learning, allowing you to choose where and when you study
• On average, the course should only take between 16–20 weeks to complete
• Personal tutors are assigned to you, to ensure you have the necessary support needed to be successful.

If you would like more information, please call Aaron Unsworth on 0151 257 2179 or email: distancelearning@riversidecollege.ac.uk