Customer Services Certification Level 3

From secretary to upper management, the chances are that all members of your staff will come into contact with customers at some time or other. Knowing how to provide a customer with the highest possible level of service is incredibly important to your business. This is where this course could prove to be invaluable to your whole team.

The course comprises 11 interesting modules that will help guide your staff towards a better understanding of customer service. They will learn about different types of customers and their rights under UK law.

Retaining customers is incredibly important in any line of business, so this course will also give them some vital tips on how to keep your customers or get them back, if they lose them.

What’s Covered in the Course?

Through this course, your staff will learn about:

  • The basics of customer service, such as the terminology and the different types of customer service;
  • What internal and external customers are and how to recognise them;
  • The importance of how you present yourself and how to dress and behave in a way that impresses a customer;
  • Why communication is so important in client interactions and how to communicate effectively;
  • How to deal with a conflict to a customer’s satisfaction;
  • The three main areas of customer service will be covered: face-to-face customer service, telephone customer service and electronic customer service;
  • The best way to deal with an angry client and the best methods for controlling your emotions;
  • How to know when a customer has crossed the line and when to stand up for yourself;
  • How to deliver the best possible service, in order to consistently impress your company’s customers.

What are the Benefits of the Course?

There are a range of benefits for your staff to gain, when they have successfully completed this course:

  • Gaining a better understanding of how their customers think;
  • Becoming a more valuable asset in their organisation;
  • The ability to study at the time and from the place that best suits them;
  • Upon completion of the course, they receive an industry-recognised and fully-accredited certification;
  • Study materials are available on all major devices and can be accessed by your staff 24/7, without any future time limit.


Course Modules/Lessons

Module 1: Understanding Customer Services

  • What customer service is
  • About the different types of customer service
  • About customer service terminology
  • Why customer service is so important

Module 2 : The Customer

  • Who the customer is
  • About consumer rights law in the UK
  • The difference between internal and external customers
  • How to find your niche within the industry

Module 3 : Attitude Is Everything

  • How to make a great first impression
  • Why getting your clothing right is essential to the image you wish to convey
  • How body language affects the way you are perceived
  • About the power of a positive attitude

Module 4 : Caring For Your Customer\’s Needs

  • About the client’s perspective of customer service
  • How to best meet a customer’s needs
  • How to exceed customer expectations
  • Why communication is key to caring for a customer

Module 5 : Customer Retention: How to Get Them Back

  • How to provide an effective after sales service
  • What to do when the customer is wrong
  • How to listen to and effectively deal with complaints
  • Why you need to show empathy with a complaining customer

Module 6 : Face to Face Customer Service

  • How to create a positive first impression
  • How to use your body language to communicate effectively
  • About other forms of non-verbal communication
  • How talking down your competition can have a negative effect on your image

Module 7 : Telephone Customer Service

  • About telephone etiquette
  • The advantages and disadvantages of telephone customer service
  • 11 Tips for providing better telephone customer service
  • Why an efficient employee will take pre-emptive measures to improve customer satisfaction

Module 8 : Electronic Customer Service

  • The advantages and disadvantages of electronic customer service
  • What “Netiquette” is
  • The do’s and don’ts of sending emails
  • How to provide effective customer service electronically

Module 9 : Rescuing Difficult Customers

  • How to diffuse anger
  • Why keeping a calm demeanour will help solve issues faster
  • How to control your emotions
  • Why you should deal with a customer's anger before solving their problem

Module 10 : Escalation

  • How to handle abusive customers
  • Why you shouldn’t cave in to unreasonable demands
  • When you should tell a customer “enough is enough”
  • How to handle physical threats

Module 11 : Make an Impression Every Time

  • How to retain customers through best service
  • Why your focus should also be on creating as uncomplicated and simple an experience as possible
  • Why any effective and talented customer service professional will have the ability to convince others of their opinion
  • A recap of the skills you need for customer service jobs

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FAQ's

  • Who can take the Customer Services Certification Level 3 course?

    There are no entry requirements to take the course.

  • What is the structure of the course?

    The course is broken down into 11 individual modules. Each module takes between 20 and 90 minutes on average to study. Although students are free to spend as much or as little time as they feel necessary on each module.

  • Where / when can the course be studied?

    The course can be studied study at any time and from any internet connected device

  • Is there a test at the end of the course?

    Once you have completed all 11 modules there is a multiple choice test. The questions will be on a range of topics found within the 11 modules. The test, like the course, is online and can be taken a time and location of your choosing.

  • What is the pass mark for the final test?

    The pass mark for the test is 70%.

  • What happens if a user fails the test?

    If the user doesn’t pass the test first time they will get further opportunities to take the test again after extra study. There are no limits to the number of times a test can be taken.

  • How long does it take to complete the Customer Services Certification Level 3 course?

    We estimate that the course will take about 10 hours to complete in total, plus an additional 30 minutes for the end of course test.