iCQ
Level 3
QN: 600/3424/5
Curriculum Active
iCQ Level 3 Certificate in Customer Service
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 105 hours.
Qualification Level
Level 3
Awarding Body
iCQ
Syllabus Units
2 Units
Guided Hours
105 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Developing and improving the customer service process
Verified
Key Learning Objectives:
- Explain how customer feedback can improve the customer service process
- Describe the process of promoting products and services
- Explain the importance of effective team
- work and the monitoring of performance
2
Principles of customer service delivery
Verified
Key Learning Objectives:
- Describe the principles which impact on customer expectations
- Identify how behaviour, communication andinterpersonal skills affect customer expectations and satisfaction
- Describe solutions to customer service problems and complaints within organisational constraints
- Explain how legislation affects the customer service process
Regulatory & Verification Details
- Qualification Number (QN)
- 600/3424/5
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Oct 2011