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Level 3 DIPLOMA for Customer Service

Pearson BTEC Level 3 DIPLOMA for Customer Service
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Programme Details


8 Months



Awarding Body:

Pearson Edexcel




Delivery Model
Topics Covered
Cost and Funding
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This course is for learners working in, or intending to work in, a customer service specialist job role. Their key responsibilities will include: acting as a referral point for dealing with more complex or technical customer requests, complaints, and queries; being an escalation point for complicated or ongoing customer problems; influencing change and improvements in service; sharing their knowledge and experience with others to support the development of their colleagues.

You must hold a level 2 qualification in business admin, customer services or equivalent

Online Flexibility: Our programs are delivered online, providing you with the flexibility to learn at your own pace and schedule. This allows you to balance your professional commitments while upgrading your skills. Personalised Support: Once a month, you'll have one-on-one session with an expert tutor and assessor. This personalised support ensures you fully understand the course material and are progressing effectively. Real-World Application: The course is designed to be immediately applicable to the workplace. Career Advancement: Our programs cater to different levels of management, offering you a clear pathway for career progression. Whether you're a team leader or a senior leader, our courses can help you advance in your career.

Topics Covered

You will complete all of the below modules:

    1. Understanding the Customer Service Environment
    2. Understanding Customer Loyalty, Retention and Satisfaction
    3. Understanding Continuous Improvement in Customer Service
    4. Understanding Personal Effectiveness in a Customer Service Work Environment
    5. Delivering Solution-focused Customer Service
    6. Managing Challenging Customers and Situations
    7. Influencing Change and Improvement in Customer Service
    8. Managing Personal Effectiveness in a Customer Service Specialist Job Role

Next Steps

'This programme was helpful, I enjoyed learning the modules and found the information about managing challenging situations really helpful'
Penny Senior receptionist London
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