GQA
Level 3
QN: 603/5637/6
Curriculum Active
GQA Level 3 Diploma in Customer Service
Official qualification regulated by Ofqual, awarded by GQA. Classified as a Occupational Qualification. Total guided learning hours: 489 hours.
Qualification Level
Level 3
Awarding Body
GQA
Syllabus Units
23 Units
Guided Hours
489 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communicate verbally with customers
Verified
Key Learning Objectives:
- Understand how to communicate verbally with customers.
- Be able to use customer service language to communicate with customers.
2
Communicate with Customers in Writing
Verified
Key Learning Objectives:
- Understand how to communicate withcustomers in writing.
- Be able to plan written communications tocustomers.
- Be able to communicate with customers inwriting.
3
Contribute to the organisation of an event
Verified
Key Learning Objectives:
- Understand event organisation.
- Be able to carry out pre-event actions.
- Be able to set up an event.
- Be able to carry out post-event actions
4
Deliver customer service to challenging customers
Verified
Key Learning Objectives:
- Understand the delivery of customer service to challenging customers.
- Be able to deal with challenging customers
5
Deliver customer service whilst working on customers' premises
Verified
Key Learning Objectives:
- Understand how to deliver customer service whilst working on customers’ premises.
- Be able to deliver customer service whilst working on customers’ premises.
6
Develop customer relationships
Verified
Key Learning Objectives:
- Understand how to develop customer relationships.
- Be able to develop customer relationships.
7
Exceed customer expectations
Verified
Key Learning Objectives:
- Understand how to exceed customer expectations.
- Be able to exceed customer expectations.
8
Manage diary systems
Verified
Key Learning Objectives:
- Understand the management of diary systems.
- Be able to manage diary systems
9
Manage individuals' performance
Verified
Key Learning Objectives:
- Understand the management of under-performance in the workplace.
- Be able to manage individuals' performance in the workplace.
10
Manage personal and professional development
Verified
Key Learning Objectives:
- Be able to identify personal and professional development requirements.
- Be able to fulfil a personal and professional development plan.
- Be able to maintain the relevance of a personal and professional development plan.
11
Negotiate in a business environment
Verified
Key Learning Objectives:
- Understand the principles underpinning negotiation.
- Be able to prepare for business negotiations.
- Be able to carry out business negotiations.
12
Organise and deliver customer service
Verified
Key Learning Objectives:
- Understand how to organise customer service delivery.2.
- Be able to plan the delivery of customer service.3.
- Be able to deliver customer service
13
Principles of business
Verified
Key Learning Objectives:
- Understand business markets.
- Understand business innovation and growth.
- Understand financial management.
- Understand business budgeting.
- Understand sales and marketing.
14
Processing sales orders
Verified
Key Learning Objectives:
- Understand how to process and follow up sales orders.
- Be able to process sales orders.
- Be able to follow up sales order processing.
15
Promote additional products and/or services to customers
Verified
Key Learning Objectives:
- Understand the promotion of additional products and/or services to customers.
- Be able to promote additional products and/or services to customers.
16
Promote equality, diversity and inclusion in the workplace
Verified
Key Learning Objectives:
- Understand the organisational aspects of equality, diversity and inclusion in the workplace.
- Understand the personal aspects of equality, diversity and inclusion in the workplace.
- Be able to support equality, diversity and inclusion in the workplace.
17
Provide reception services
Verified
Key Learning Objectives:
- Understand reception services.
- Be able to provide a reception service
18
Resolve customers' problems
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ problems.
- Be able to deal with customers’ problems.
19
Support customer service improvements
Verified
Key Learning Objectives:
- Understand how to support customer service improvements.
- Be able to identify the potential for improvements to customer service.
- Be able to support the implementation of improvements to customer service.
20
Support customers through real-time online customer service
Verified
Key Learning Objectives:
- Understand how to support customers through real-time online customer service.
- Be able to establish the customer service support needed by customers.
- Be able to support online customer service in real-time.
21
Understand customers and customer retention
Verified
Key Learning Objectives:
- Understand Customer Relationship Management (CRM).
- Understand customer retention.
- Understand the measurement of customer satisfaction.
22
Understand the customer service environment
Verified
Key Learning Objectives:
- Understand the concepts and practices underpinning customer service delivery.
- Understand the relationship between customer service and a brand.
- Understand the structure of customer service.
- Understand the implications of legislation on customer service delivery.
23
Use social media to deliver customer service
Verified
Key Learning Objectives:
- Understand social media in a business environment.
- Be able to deal with customers using social media.
Regulatory & Verification Details
- Qualification Number (QN)
- 603/5637/6
- Regulated Status
- Available to learners
- Awarding Body
- GQA
- Qualification Type
- Occupational Qualification
- Operational Start
- Apr 2020