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Description

Level 3 Diploma in Customer Service

The aim of this qualification is to recognise learners’ achievements within the customer service environment. It is also for learners whose job role requires them to deliver continually improving service to customers. These learners may be in roles that carry a customer service specific job title, or their primary responsibility is to deliver excellent service to customers. The units incorporate recognised customer service terminology and cover up to date techniques and mediums for the delivery of customer service, including online services and social media. Employers have been consulted throughout the development to ensure the content of the qualification is full and relevant to ensure learners are occupationally competent in the workplace.



present_to_all   PURSUE YOUR DREAMS - GAIN A RESPECTED QUALIFICATION STUDYING ONLINE

The programme aims to develop pro-active decision makers, managers and leaders for a variety of careers in business sectors in a global context.
Why choose LSPM ?
  • Your qualification is recognized and accepted world over.
  • Our curriculum helps you to develop critical thinking, exceptional management knowledge and cultural awareness.
  • Experience online-time study like never before with our purpose built smart learning tools which gives you advantage of studying anytime and anywhere.
  • Be part of an elite cohort of talented business students, and develop a valuable and influential global network using LSPM online community.
❶   Course duration
The programme is available in two duration modes:
6 months
9 months
❷   Course Delivery

Online

❸   Entry Requirements
  • There are no formal entry requirements for this qualification.
❹   Course Content

Mandatory Units Group A
- Organise and deliver customer service
- Understand the customer service environment
- Understand customers and customer retention
- Resolve customers’ problems
- Principles of business
- Manage personal and professional development

Optional Units Group B
- Develop resources to support consistency of customer service delivery
- Use service partnerships to deliver customer service
- Resolve customers’ complaints
- Gather, analyse and interpret customer feedback
- Monitor the quality of customer service
- Understanding customer service staffing schedules
- Principles of customer service improvements
- Principles of managing customer service performance
- Understand customer relationships and customer retention
- Understanding effective communication in customer services

Optional Units Group C
- Negotiate in a business environment
- Promote equality, diversity and inclusion in the workplace
- Manage team performance
- Manage individuals’ performance
- Collaborate with other departments
- Negotiating, handling objections and closing sales 3 4 22
- Obtaining and analysing sales-related information
- Buyer behaviour in sales situations
- Manage incidents referred to a contact centre
- Lead direct sales activities in a contact centre team
- Bespoke software

❺   Assessment

The assessment is done via submission of assignment. There are no written exams.

❻   Course fee
The fee for the programme is as follows:

6 months - GBP £1299


9 months - GBP £999
❼   Payment plans

6 months - GBP £1299
● Payment option (a): GBP £433 x 3 monthly instalments
● Payment option (b): GBP £1234 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)

9 months - GBP £999
● Payment option (c): GBP £199 x 5 monthly instalments
● Payment option (d): GBP £499 x 2 quarterly instalments
● Payment option (e): GBP £949 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)
❽   Accreditation

  • The qualification is delivered by London School of International Business (LSIB) and it is awarded by Innovate Awarding, an Ofqual-regulated Awarding Body. All of the qualifications are listed on the Ofqual register.

❾   How to register/ enrol?

Simply follow the 2 steps given below to enrol:

(1) Fill enrolment form on-line at
https://www.lspm.org.uk/enrolment-v2/start.html

(2) Pay enrolment fee of GBP £15
(This can be paid online using credit or debit card)

Key facts about Level 3 Diploma in Customer Service

Mandatory Units Group A
- Organise and deliver customer service
- Understand the customer service environment
- Understand customers and customer retention
- Resolve customers’ problems
- Principles of business
- Manage personal and professional development

Optional Units Group B
- Develop resources to support consistency of customer service delivery
- Use service partnerships to deliver customer service
- Resolve customers’ complaints
- Gather, analyse and interpret customer feedback
- Monitor the quality of customer service
- Understanding customer service staffing schedules
- Principles of customer service improvements
- Principles of managing customer service performance
- Understand customer relationships and customer retention
- Understanding effective communication in customer services

Optional Units Group C
- Negotiate in a business environment
- Promote equality, diversity and inclusion in the workplace
- Manage team performance
- Manage individuals’ performance
- Collaborate with other departments
- Negotiating, handling objections and closing sales 3 4 22
- Obtaining and analysing sales-related information
- Buyer behaviour in sales situations
- Manage incidents referred to a contact centre
- Lead direct sales activities in a contact centre team
- Bespoke software

Course Content

visibility          Click to view course details
    Mandatory Units Group A
    - Organise and deliver customer service
    - Understand the customer service environment
    - Understand customers and customer retention
    - Resolve customers’ problems
    - Principles of business
    - Manage personal and professional development

    Optional Units Group B
    - Develop resources to support consistency of customer service delivery
    - Use service partnerships to deliver customer service
    - Resolve customers’ complaints
    - Gather, analyse and interpret customer feedback
    - Monitor the quality of customer service
    - Understanding customer service staffing schedules
    - Principles of customer service improvements
    - Principles of managing customer service performance
    - Understand customer relationships and customer retention
    - Understanding effective communication in customer services

    Optional Units Group C
    - Negotiate in a business environment
    - Promote equality, diversity and inclusion in the workplace
    - Manage team performance
    - Manage individuals’ performance
    - Collaborate with other departments
    - Negotiating, handling objections and closing sales 3 4 22
    - Obtaining and analysing sales-related information
    - Buyer behaviour in sales situations
    - Manage incidents referred to a contact centre
    - Lead direct sales activities in a contact centre team
    - Bespoke software

Fee structure and payment plans

   6 months - GBP £1299
● Payment option (a): GBP £433 x 3 monthly instalments
● Payment option (b): GBP £1234 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)
   9 months - GBP £999
● Payment option (c): GBP £199 x 5 monthly instalments
● Payment option (d): GBP £499 x 2 quarterly instalments
● Payment option (e): GBP £949 x 1 instalment (We offer 5% bursary on total fee for students opting to pay in full)

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