Level 3 Customer Service Course

About this Course

This Customer Service Level 3 course is designed to help learners understand and appreciate the need for quality customer service within companies. With modern technologies, the requirements and constructs of customer service has changed and the course teaches students how to create a quality, customer-orientated service within a variety of businesses.

Study Time:	100 hours
Enrolment length:	12 months
Course Format:	Online
Entry Requirements:	None Specific

Upon completion of this course students receive a Quality Licence Scheme certificate and an OLC Certificate. All certification fees are included in your course fees.

Certification

To complete this Customer Service Level 3 course you will need to submit, and pass, all of the tutor marked assignments. There are six assignments in the course and no need to purchase any textbooks as we provide all of the lessons and materials required to learn the syllabus. All assignments are coursework based and are in an essay/question and answer style to test your knowledge of the topics covered in each of the course sections.

Course Content

This course assesses the following units:

Unit 1: Customer Service and Legislation

This unit will cover the general idea of customer service and how employees can work within rules and regulations to provide client care.

This unit will teach you to:

• 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

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.

This unit will teach you to:

• 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

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 to moving on to establishing relationships over the long term.

This unit will teach you:

• 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

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.

This unit will teach you to:

• 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

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.

This unit will teach you to:

• 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

In this final unit we will be exploring ways of creating a customer-orientated culture within an organisation as well as generating sales.

This unit will teach you to:

• 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 buyers

This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.

Online study and instant enrolment

All of our students are given access to our Online Campus through their own personal login and password. As soon as you complete your enrolment, you would have immediate access to your account which allows you to make a start working through the lessons. Tackle your assignments as your own pace and contact your tutor to access any help and support you need. The course itself is set out in a very simple layout, making it easy to work through the topics and complete your assessments.

Our Online Campus includes:

• Instant enrolment – access everything on your course from the moment you enrol.
• Personal account logins – login any time, 24/7.
• Full support throughout – message your tutor, use our online chat or give us a call.
• Online assignment submissions – upload work online from the comfort of home.
• Self-led learning – study at your own pace so you can pass much faster.
• Safe e-portfolio system – store all of your work in your account.
• Progression tracking – easily see what assignments you have left to complete.
• Details help centre – get instructions and guidance every step of the way.
• Unlimited attempts – submit as many attempts at your assignments as you need.

Unlimited assessment submissions

All of the assessments for this course are completed through our Online Campus. You can attempt each one as many times as needed to ensure you pass. After every attempt, your tutor will provide detailed feedback and tips on how you can improve going forward. Quickly see your progress during your studies by checking your progress bar and seeing the remaining assessments you need to complete.

Get full tutor support

Throughout your enrolment with the Online Learning College, you can access support at any time you need. All students are assigned a personal tutor who will mark all of your work and provide detailed feedback after every submission. Your tutor will be an industry expert with a full knowledge of the course content and will be able to help you at any point along your learning journey. One of the best tools at your disposal is your tutor – you can ask as many questions of them as you wish to and they will be happy to help at any time.

We also have a brilliant support team on hand and available through email, online chat and over the phone. This team is there to help with any questions which are more generic, such as providing support in submitting work through your account or getting your certificate when you have completed your course. We pride ourselves on ensuring the support you receive is the best in the business – help and guidance is fast and detailed every time you contact a member of the team.

Assessments

To pass this course learners must pass 6 assignments. These are completed after navigating through the corresponding lessons and writing your answers to assignment questions. Once these have been read and marked by your personal tutor, feedback and marks are provided to students which contain helpful tips to improve work in future assignments.

Enrolment Length

All of our courses are allocated plenty of time for students to complete their studies and all materials are self-led so that you can complete the course at your own pace, but you have access to the course on the Campus for 12 months from your enrollment date. Should you require additional time on one of our courses you can extend your enrolment by 30 days for an additional fee of £60. As well as this we operate a 14 day money back guarantee on every one of our qualifications- that’s how confident we are of how you will love studying with us!