What You Will Study
You will study the City & Guilds Level 3 Diploma for Customer Service Specialists qualification. The qualification covers a range of topics through 8 mandatory units and 1 optional unit.
Mandatory units:
- Developing self
- Customer service legislation, regulation, policies and procedures
- Effective team working
- Brand, image and reputation
- Business knowledge and understanding in a customer service environment
- Specialist customer service knowledge and skills
- Handling and resolving complex customer service issues
- Improvement to customer service delivery
Optional units:
- Team leading
- Retail operations
- Planning and implementation of a sales campaign(s)
- Marketing management
- Use of social media in own organisation
- Project management
- Coaching and mentoring*
*This unit is achieved through completion of an online multiple-choice test under exam conditions.
- Attendance Expectations
You will attend scheduled meetings with your assessor to maintain progress.
- How You Will Be Assessed
Assessments will take place both in the workplace and at College, using an online e-portfolio. You will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace, and complete an online multiple choice test under exam conditions.
- Entry Requirements
Workplace delivery. You should be working in a role that corresponds with the study programme and have sufficient customer interaction in your role.
- Fee Information
These fees relate to 2024/25:
£3,600
- Further Study
Completion of the Diploma in Customer Service Level 3 may allow students to progress to a related programme at level 4, including Foundation Degrees.