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Customer Service NVQ Level 3 Diploma

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    For more information or to enrol onto this course, please contact our Business Development team on 01234 291747 or email

This course will provide you with a nationally recognised qualification valued by employers, develop skills and competence in the workplace, continue professional development and prepare you to progress in employment in a Customer Service role.

Entry requirements

This is a work-based qualification and you will need to complete an initial assessment before starting the course.

Course content

You will study a range of topics including:

  • Organising and delivering customer service
  • Understanding the customer service environment
  • Understanding customers and customer retention
  • Resolving customers’ problems
  • Principles of business
  • Managing personal and professional development

Group A: Mandatory units

Group B: Optional units

  • 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 interactions
  • Communicate verbally with customers
  • Communicate with customers in writing
  • Promote additional products and/or services to customers
  • Exceed customer expectations
  • Deliver customer service whilst working on customer’s premises
  • Deliver customer service to challenging customers
  • Develop customer relationships
  • Support customer service improvements
  • Support customers through real-time online customer service
  • Support customers using self-service equipment
  • Use social media to deliver customer service
  • Provide post-transaction customer service
  • Champion customer service
  • Build and maintain effective customer relations
  • Manage a customer service award programme
  • Manage the use of technology to improve customer service
  • Develop a social media strategy for customer service

Group C: Optional units

  • 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
  • Obtaining and analysing sales-related information
  • Buyer behaviours in sales situations
  • Manage incidents referred to a contact centre
  • Lead direct sales activities in a contact centre team
  • Manage diary systems
  • Contribute to the organisation of an event
  • Provide reception services
  • Buddy a colleague to develop their skills
  • Employee rights and responsibilities
  • Processing sales orders
  • Bespoke software

Further study and career options

On successful completion of this course you can progress to the Level 4 in Customer Service or a qualification in management.

Additional information

You should complete this course within 8 to 10 months.

Funding information

If you are aged 19 or over you may qualify for an Advanced Learner Loan to help you pay the tuition fees for this course. Alternatively, you can pay by instalments to help make the cost of this course more affordable. Find out more about your payment options and how your loan could be written off at

Course Information & How to Apply

Unfortunately this course has been cancelled. Please ring 01234 291000 or email for alternatives.

LengthStart DateDay(s)FeesLocationCourse Code
Up to 12 months Flexible Various Ring our Sales team on 01234 291747Ring our Sales team on 01234 291747 Offsite W409

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Additional Learning Support
If you have a specific learning difficulty or disability, are deaf or hearing impaired, our Additional Learning Support team are on hand to give you assistance whenever you need it.  
Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Don't let money be a worry! Low-interest loans - study now, pay later

Advanced Learner Loans
If you’re aged 19 or over on the start date of your chosen course, you can apply for a loan to cover the tuition fees for some Level 3+ qualifications. There’s also nothing to pay back until you’ve completed your course and you’re earning over £25,000 per year!

» Visit the Advanced Learner Loans page for more information

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