iCQ
Level 3
QN: 601/3687/X
Curriculum Active
iCQ Level 3 Diploma in Customer Service (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 941 hours.
Qualification Level
Level 3
Awarding Body
iCQ
Syllabus Units
45 Units
Guided Hours
941 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Bespoke Software
Verified
Key Learning Objectives:
- Input and combine information using bespoke software
- Create and modify appropriate structures to organise and retrieve information efficiently, Exploit the functions of the software effectively to process and present information
2
Buddy a colleague to develop their skills
Verified
Key Learning Objectives:
- Understand how to buddy a colleague
- Be able to plan to buddy a colleague
- Be able to support a buddy colleague carrying out work activities
3
Build and maintain effective customer relations
Verified
Key Learning Objectives:
- Understand how to build effective relationships with customers
- Be able to determine the scope for building effective relationships with customers
- Be able to develop effective relationships with customers
- Be able to review and improve relationships with customers
4
Buyer behaviour in sales situations
Verified
Key Learning Objectives:
- Understand the impact of different models of buyer behaviour on the sales cycle
- Be able to respond to the buyer at each stage of the decision making process
5
Champion customer service
Verified
Key Learning Objectives:
- Understand how to champion customer service
- Be able to identify the scope for improvements to customer service
- Be able to champion customer service
6
Collaborate with other departments
Verified
Key Learning Objectives:
- Understand how to collaborate with other departments
- Be able to identify opportunities for collaboration with other departments
- Be able to collaborate with other departments
7
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
8
Communicate with customers in writing
Verified
Key Learning Objectives:
- Understand how to communicate with customers in writing
- Be able to plan written communications to customers
- Be able to communicate with customers in writing
9
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
10
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
11
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
12
Develop a social media strategy for customer service
Verified
Key Learning Objectives:
- Understand the development of a customer service social media strategy
- Be able to develop a customer service social media strategy
- Be able to promote the benefits of social media networking to customer service
13
Develop customer relationships
Verified
Key Learning Objectives:
- Understand how to develop customer relationships
- Be able to develop relationships with customers
14
Develop resources to support consistency of customer service delivery
Verified
Key Learning Objectives:
- Understand how knowledge resources are used to support customer service delivery
- Be able to create and maintain a customer service knowledge base
- Be able to develop customer service resource materials
15
Employee rights and responsibilities
Verified
Key Learning Objectives:
- Understand the role of organisations and industries
- Understand employers’ expectations and employees’ rights and obligations
16
Exceed customer expectations
Verified
Key Learning Objectives:
- Understand how to exceed customer expectations
- Be able to exceed customer expectations
17
Gather, analyse and interpret customer feedback
Verified
Key Learning Objectives:
- Understand how to gather
- analyse and interpret customer feedback
- Be able to plan the collection of customer feedback on customer service issues
- Be able to gather customer feedback
- Be able to analyse and interpret customer feedback to recommend improvements
18
Lead direct sales activities in a contact centre team
Verified
Key Learning Objectives:
- Be able to carry out sales activities in a contact centre
- Be able to analyse contact centre sales data
- Be able to lead a team involved in direct sales activities in a contact centre
- Understand sales activities in a contact centre team
19
Manage a customer service award programme
Verified
Key Learning Objectives:
- Understand the management of a customer service award programme
- Be able to plan a customer service award programme
- Be able to manage a customer service award programme
20
Manage diary systems
Verified
Key Learning Objectives:
- Understand the management of diary systems
- Be able to manage diary systems
21
Manage incidents referred to a contact centre
Verified
Key Learning Objectives:
- Be able to manage incidents through a contact centre
- Be able to provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
22
Manage individuals’ performance
Verified
Key Learning Objectives:
- Understand the management of underperformance in the workplace
- Be able to manage individuals' performance in the workplace
23
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
24
Manage team performance
Verified
Key Learning Objectives:
- Understand the management of team performance
- Be able to allocate and assure the quality of work
- Be able to manage communications within a team
25
Manage the use of technology to improve customer service
Verified
Key Learning Objectives:
- Understand how to manage the use of technology to improve customer service
- Be able to identify opportunities for customer service improvement through the use of technology
- Be able to implement changes in technology to improve customer service
26
Monitor the quality of customer service interactions
Verified
Key Learning Objectives:
- Understand how to monitor the quality of customer service interactions
- Be able to prepare to monitor the quality of customer service interactions
- Be able to monitor the quality of customer service interactions
27
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
28
Negotiating, handling objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle objections and negotiate with the customer
- Be able to prepare for objections and negotiation with the customer
- Be able to handle objections
- Be able to negotiate with the customer
- Be able to close the sale following negotiation
29
Obtaining and analysing sales-related information
Verified
Key Learning Objectives:
- Understand the uses of sales-related information
- Understand how to use tools and methods to analyse sales-related information
- Be able to obtain sales-related information about customers, markets and competitors
- Be able to use tools and methods to analyse sales-related information
30
Organise and deliver customer service
Verified
Key Learning Objectives:
- Understand how to organise customer service delivery
- Be able to plan the delivery of customer service
- Be able to deliver customer service
31
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
32
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
33
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
34
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
35
Provide post-transaction customer service
Verified
Key Learning Objectives:
- Understand post-transaction customer service
- Be able to provide post-transaction customer service
36
Provide reception services
Verified
Key Learning Objectives:
- Understand reception services
- Be able to provide a reception service
37
Resolve customers’ complaints
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ complaints
- Be able to deal with customers’ complaints
38
Resolve customers’ problems
Verified
Key Learning Objectives:
- Understand the monitoring and resolution of customers’ problems
- Be able to deal with customers’ problems
39
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
40
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
41
Support customers using self-service equipment
Verified
Key Learning Objectives:
- Understand how to support customers using self-service equipment
- Be able to identify the help needed by customers using self-service equipment
- Be able to help customers to use self-service equipment
42
Understand customers and customer retention
Verified
Key Learning Objectives:
- Understand Customer Relationship Management (CRM)
- Understand customer retention
- Understand the measurement of customer satisfaction
43
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
44
Use service partnerships to deliver customer service
Verified
Key Learning Objectives:
- Understand the use of a service partnership in customer service delivery
- Understand ways of building relationships within a customer service partnership
- Be able to deliver customer service within a customer service partnership
45
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)
- 601/3687/X
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Sept 2014