Level 3 - City & Guilds Diploma in Customer Services
Please see below for information on each mandatory unit of the Level 3 Customer Service Qualification.
1
Understanding the Customer Service Environment
• Recognise the concepts and practices underpinning customer service
delivery
• Discover the relationship between customer service and a brand
• Analyse the impact of customer service on a business
• Determine the implication of legislation on customer service delivery
2
Understand Customers & Customer Retention
• What does the customer experience entail?
• What advantage are there to segmenting & characterising customers?
• Understand CRM – Customer Relationship Management and it’s uses
• The importance and methods of retaining customers
• Obtaining, measuring and responding to customer satisfaction feedback
3
Principles of Business
• Understand business markets and how they shape the sectors they operate
within
• Appreciate the need for business innovation and determine a logical
process for success
• Research the benefits of financial management and understand
terminology used
• Identify uses for budgets and learn how to manage one
• Explain the principles in sales and marketing