Highfield
Level 3
QN: 603/4688/7
Curriculum Active
Highfield Level 3 Diploma for Customer Service Skills (RQF)
Official qualification regulated by Ofqual, awarded by Highfield. Classified as a Vocationally-Related Qualification. Total guided learning hours: 250 hours.
Qualification Level
Level 3
Awarding Body
Highfield
Syllabus Units
14 Units
Guided Hours
250 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Business focused service delivery
Verified
Key Learning Objectives:
- Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or adviceRe
- solve complex issues by being able to choose from and successfully apply a wide range of approachesFind solutions that meet your organisations needs as well as the customer requirements
2
Business knowledge and understanding
Verified
Key Learning Objectives:
- Understand your organisation’s current business strategy in relation to customers and make recommendation for its future.
- Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation.
- Understand the principles and benefits of being able to think about the future when taking action or making service-related decisions.
- Understand the impact your service provision has on the wider organisation and the value it adds.
- Understand a range of leadership styles and apply them successfully in a customer service environment
3
Customer journey knowledge
Verified
Key Learning Objectives:
- Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
- Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
- Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
- Understand commercial factors and authority limits for delivering the required customer experience
4
Customer service culture and environment awareness
Verified
Key Learning Objectives:
- Keep current, knowledge, and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
- Understand your business environment and culture and the position of customer service within it
- Understand your organisation structure and what role each department needs to play in delivering customer service and what the consequences are should things go wrong
- Understand how to find and use industry best practice to enhance your own knowledge
5
Customer service performance
Verified
Key Learning Objectives:
- Maintain a positive relationship even when you are unable to deliver the customers expected outcomeWhen managing referrals or escalations take into account historical interactions and challenges to determine next steps
6
Develop self
Verified
Key Learning Objectives:
- Proactively keep your service, industry and best practice knowledge and skills up-to-dateConsider personal goals related to service and take action towards achieving them
7
Equality
Verified
Key Learning Objectives:
- Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customerBe adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment
8
Knowing your customers and their needs/customer insight
Verified
Key Learning Objectives:
- Know your internal and external customers and how their behavior may require different approaches from you
- Understand what drives loyalty, retention and satisfaction and how they impact on your organisationHow to analyse
- use and present a range of information to provide customer insight
- Understand different customer types and the role of emotions in bringing about a successful outcome
- Understand how customer expectations can differ between cultures, ages and social profiles
9
Ownership/Responsibility
Verified
Key Learning Objectives:
- Personally, commit to and take ownership for actions to re
- solve customer issues to the satisfaction of the customer and your organisationExercises proactivity and creativity when identifying solutions to customer and organisational issuesMake realistic promises and deliver on them
10
Personal presentation
Verified
Key Learning Objectives:
- Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
- Ensure your personal presentation, in all forms of communications, reflects positively on your organisations brand
11
Providing a positive customer experience
Verified
Key Learning Objectives:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service and strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mind-set when meeting customer and business needs
- Identify where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
12
Service improvement
Verified
Key Learning Objectives:
- Analyse the end to end service experience, seeking input from others where required supporting development of solutionsMake recommendations based on your findings to enable improvementMake recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
13
Team working
Verified
Key Learning Objectives:
- Work effectively and collaboratively with colleagues at all levels to achieve results
- Recognise colleagues as internal customersShare knowledge and experience with others to support colleague development
14
Working with your customers/customer insights
Verified
Key Learning Objectives:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implications and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Regulatory & Verification Details
- Qualification Number (QN)
- 603/4688/7
- Regulated Status
- Available to learners
- Awarding Body
- Highfield
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Jun 2019