City & Guilds
Level 3
QN: 500/8818/X
Curriculum Active
City & Guilds Level 3 NVQ Diploma in Customer Service
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Occupational Qualification. Total guided learning hours: 2691 hours.
Qualification Level
Level 3
Awarding Body
City & Guilds
Syllabus Units
59 Units
Guided Hours
2691 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Apply risk assessment to customer service
Verified
Key Learning Objectives:
- analyse customer service processes for risk
- assess customer service risks and take appropriate actions
- understand how to apply risk assessment to customer service
2
Apply technology or other resources to improve customer service
Verified
Key Learning Objectives:
- identify and specify opportunities for customer service improvement
- evaluate options for applying technology or other resources to improve customer service, oversee the implementation of resource changes to improve customer service
- understand how to apply technology or other resources to improve customer service
3
Buddy a colleague to develop their customer service skills
Verified
Key Learning Objectives:
- plan and prepare to buddy a colleague
- support their buddy colleague on the job, provide buddy support off the job
- understand how to buddy a colleague to develop their customer service skills
4
Build a customer service knowledge set
Verified
Key Learning Objectives:
- input details of customer queries and requests and develop responses
- use a customer service knowledge base
- understand how to build a customer service knowledge set
5
Build and maintain effective customer relations
Verified
Key Learning Objectives:
- establish effective customer relations
- maintain and develop effective customer relations
- understand how to build and maintain customer relations
6
Champion customer service
Verified
Key Learning Objectives:
- promote the importance and benefits of customer service, provide advice and information on customer service issues
- know how to champion customer service
7
Communicate effectively with customers
Verified
Key Learning Objectives:
- communicate effectively with customers
- understand how to communicate effectively with customers
8
Deal with customers across a language divide
Verified
Key Learning Objectives:
- prepare to deal with customers with a different first language, deal with customers who speak a different first language from their own
- know how to deal with customers across a language divide
9
Deal with customers face to face
Verified
Key Learning Objectives:
- communicate effectively with their customer, improve the rapport with their customer through body language
- understand how to deal with customers face to face
10
Deal with customers in writing or electronically
Verified
Key Learning Objectives:
- use written or electronic communication effectively
- plan and send an effective written or electronic communication, handle incoming written or electronic communications effectively
- know how to deal with customers in writing or electronically
11
Deal with customers using bespoke software
Verified
Key Learning Objectives:
- prepare to deliver customer service using bespoke software, deliver customer service using bespoke software
- understand how to deal with customers using bespoke software
12
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- use communication systems effectively
- establish rapport with customers who are calling, deal effectively with customer questions and requests
- know how to deal with incoming telephone calls from customers
13
Deliver customer service on your customer’s premises
Verified
Key Learning Objectives:
- establish a rapport with their customer, combine customer service with their other skills and expertise
- know how to deliver customer service on the customer’s premises
14
Deliver customer service to difficult customers
Verified
Key Learning Objectives:
- recognise when customers may be difficult to deal with, deal with difficult customers
- understand how to deliver customer service to difficult customers
15
Deliver customer service using service partnerships
Verified
Key Learning Objectives:
- work effectively within a customer service chain, build and nurture positive relationships in a customer service chain
- understand how to deliver customer service using service partnerships
16
Deliver reliable customer service
Verified
Key Learning Objectives:
- prepare to deal with customers, give consistent service to customers, check customer service delivery
- know how to deliver reliable customer service
17
Deliver seamless customer service with a team
Verified
Key Learning Objectives:
- build effective working relationships with colleagues, build effective relationships with service partners
- understand how to deliver seamless customer service with a team
18
Demonstrate understanding of customer service
Verified
Key Learning Objectives:
- Follow their organisation’s accepted customer service language
- Apply customer service principles in their customer service role
- Understand the principles of customer service
19
Demonstrate understanding of the rules that impact on improvements in customer service
Verified
Key Learning Objectives:
- Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements
- Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
- understand the rules that impact on improvements in customer service
20
Develop a customer service strategy for a part of an organisation
Verified
Key Learning Objectives:
- research and evaluate their organisation’s business and customer service strategy, help to identify current and future best practice in customer service
- identify and recommend the key features of a customer service strategy
- understand how to develop a customer service strategy for an area
21
Develop customer relationships
Verified
Key Learning Objectives:
- build their customer’s confidence that the service they give will be excellent, meet the expectations of their customers
- develop the long-term relationship between their customer and their organisation
- know how to develop customer relationships
22
Develop personal performance through delivering customer service
Verified
Key Learning Objectives:
- review performance in their customer service role
- prepare a personal development plan and keep it up to date
- undertake development activities and obtain feedback on their customer service performance
- understand how to develop their personal performance through delivering customer service
23
Develop your own and others' customer service skills
Verified
Key Learning Objectives:
- develop their own customer service skills
- plan the coaching of others in customer service, coach others in customer service
- understand how to develop their own and others’ customer service skills
24
Develop your own customer service skills through self-study
Verified
Key Learning Objectives:
- find ways to learn more about customer service and their job
- use sources of self-development to extend their customer service skills and knowledge
- know how to develop their own customer service skills through self-study
25
Gather, analyse and interpret customer feedback
Verified
Key Learning Objectives:
- plan to gather customer feedback, gather customer feedback
- analyse and interpret customer feedback
- understand how to gather
26
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
27
Go the extra mile in customer service
Verified
Key Learning Objectives:
- distinguish between routine service standards and going the extra mile, check that your extra mile ideas are feasible, go the extra mile
- know how to go the extra mile in customer service
28
Handle referred customer complaints
Verified
Key Learning Objectives:
- investigate referred customer complaints, take action to deal with referred customer complaints
- identify repeated customer complaints and recommend changes to policies and procedures
- understand how to handle referred customer complaints
29
Implement quality improvements to customer service
Verified
Key Learning Objectives:
- plan the introduction of customer service improvements
- manage the implementation of customer service improvements
- monitor and evaluate customer service improvements
- understand how to implement quality improvements to customer service
30
Improve the customer relationship
Verified
Key Learning Objectives:
- improve communication with their customers, balance the needs of their customer and their organisation, exceed customer expectations to develop the relationship
- understand how to improve the customer relationship
31
Lead a team to improve customer service
Verified
Key Learning Objectives:
- plan and organise the work of a team, provide support for team members
- review performance of team members
- understand how to lead a team to improve customer service
32
Live up to the customer service promise
Verified
Key Learning Objectives:
- understand and explain the customer service promise
- produce customer satisfaction by delivering the customer service promise
- know how to live up to the customer service promise
33
Maintain and develop a healthy and safe customer service environment
Verified
Key Learning Objectives:
- assess the customer service environment for factors that affect health and safety, minimise risks to health and safety in the customer service environment
- understand how to maintain a healthy, safe and effective working environment for customers and staff
34
Maintain customer service through effective handover
Verified
Key Learning Objectives:
- agree joint responsibilities in a customer service team, check that customer service actions are seen through by working together with colleagues
- understand how to maintain customer service through effective handover
35
Make customer service environmentally friendly and sustainable
Verified
Key Learning Objectives:
- review and monitor environmental and sustainability aspects of customer service, promote environmental and sustainable aspects of customer service in their organisation
- understand how to make customer service environmentally friendly and sustainable
36
Make customer service personal
Verified
Key Learning Objectives:
- identify opportunities for making customer service personal, treat their customer as an individual
- know and understand how to make customer service personal
37
Make telephone calls to customers
Verified
Key Learning Objectives:
- plan their calls effectively
- use communication systems effectively, make focussed calls to their customer
- know how to make telephone calls to customers
38
Manage a customer service award programme
Verified
Key Learning Objectives:
- plan a customer service award programme
- implement and manage a customer service award programme
- understand how to manage a customer service award programme
39
Manage customer service performance
Verified
Key Learning Objectives:
- monitor performance in customer service operations, take management actions to improve performance in customer service operations
- understand how to manage customer service performance
40
Monitor and solve customer service problems
Verified
Key Learning Objectives:
- solve immediate customer service problems
- identify repeated customer service problems and options for solving them, take action to avoid the repetition of customer service problems
- understand how to monitor and solve customer service problems
41
Monitor the quality of customer service transactions
Verified
Key Learning Objectives:
- prepare to monitor the quality of customer service transactions
- monitor the quality of customer service transactions, give feedback on the quality of customer service transactions
- understand how to monitor the quality of customer service transactions
42
Organise the delivery of reliable customer service
Verified
Key Learning Objectives:
- plan and organise the delivery of reliable customer service
- review and maintain customer service delivery
- use recording systems to maintain reliable customer service
- understand how to organise the delivery of reliable customer service
43
Organise the promotion of additional services or products to customers
Verified
Key Learning Objectives:
- offer additional services or products
- organise support to promote use of additional services or products
- monitor the promotion of additional services or products
- understand how to organise and promote services or products to customers
44
Plan and organise the development of customer service staff
Verified
Key Learning Objectives:
- identify customer service staff development and training needs
- organise customer service development and training
- understand how to plan and organise the development of customer service staff
45
Plan, organise and control customer service operations
Verified
Key Learning Objectives:
- plan customer service operations, supervise customer service operations, deal with problems relating to customer service operations
- understand how to plan
- organise and control customer service operations
46
Process customer service complaints
Verified
Key Learning Objectives:
- recognise the signs that a query or problem is about to produce a complaint, deal with a complaint effectively
- understand how to process customer service complaints
47
Process information about customers
Verified
Key Learning Objectives:
- collect information about customers
- select and retrieve information about customers, supply information about customers
- understand how to process customer service information
48
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
49
Promote continuous improvement
Verified
Key Learning Objectives:
- plan improvements in customer service based on customer feedback
- implement changes in customer service
- review changes to promote continuous improvement
- understand how to promote continuous improvement
50
Recognise diversity when delivering customer service
Verified
Key Learning Objectives:
- respect customers as individuals and promote equality in customer service
- adapt customer service to recognise the different needs and expectations of diverse groups of customers
- understand how to recognise diversity when delivering customer service
51
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
52
Review and re-engineer customer service processes
Verified
Key Learning Objectives:
- scope the customer service processes to be reviewed
- analyse the customer service process and identify improvement opportunities
- evaluate improvement options and re-engineer service processes
- understand how to review and re-engineer customer service processes
53
Review the quality of customer service
Verified
Key Learning Objectives:
- plan how to measure customer service, collect and analyse information on customer service
- understand how to review the quality of customer service
54
Support customer service improvements
Verified
Key Learning Objectives:
- use feedback to identify potential customer service improvements
- implement changes in customer service, assist with the evaluation of changes in customer service
- know how to support customer service improvements
55
Support customers using on-line customer services
Verified
Key Learning Objectives:
- establish the type and level of support their customer needs to achieve on-line customer service
- support on-line customer service in conversation with their customer
- understand how to support customers using on-line services
56
Support customers using self-service technology
Verified
Key Learning Objectives:
- identify the type of help needed by a customer using self-service technology, assist a customer using self-service technology
- understand how to support customers using self-service technology
57
Use customer service as a competitive tool
Verified
Key Learning Objectives:
- organise customer service to gain a competitive advantage, deliver a competitive service
- understand how to use customer service as a competitive tool
58
Use questioning techniques when delivering customer service
Verified
Key Learning Objectives:
- establish rapport and identify customer concerns, seek detailed information from customers using questioning techniques
- understand how to use questioning techniques when delivering customer service
59
Work with others to improve customer service
Verified
Key Learning Objectives:
- improve customer service by working with others
- monitor their own performance when improving customer service
- monitor team performance when improving customer service
- understand how to work with others to improve customer service
Regulatory & Verification Details
- Qualification Number (QN)
- 500/8818/X
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Occupational Qualification
- Operational Start
- Aug 2010
- Operational End
- Dec 2026