Diploma in Customer Service
Level 3

Who would benefit from this qualification?

The NVQ Diploma in Customer Service is designed for anyone who works in a customer-facing role.
The Level 3 certificate is ideal for individuals who can respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in implementation.

What does the qualification cover?

Mandatory units

• Demonstrate understanding of customer service
• Demonstrate understanding of the rules that impact on improvements in customer service

Optional Units - Development & Improvement (selection only)

• Develop customers relationships (6)
• Support customer service improvements (5)
• Promote continuous improvement (7)
• Lead a team to improve customer service (7)

Optional Units - Handling problems

• Process customer service complaints (6)
• Resolve customer service problems (6)
• Deliver customer service to difficult customers (6)
• Monitor and solve customer service problems (6)

Optional Units - Delivery (selection only)

• Do your job in a customer-friendly way (5)
• Deliver reliable customer service (5)
• Improve the customer relationship (7)

Optional Units - Impression & Image (selection only)

• Champion customer service (10)
• Build a customer service knowledge set (7)
• Process information about customers (5)
• Go the extra mile in customer service (6)