Level 3 - City & Guilds Diploma in Customer Services

Please see below for information on each mandatory unit of the Level 3 Customer Service Qualification.

• 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

• 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

• 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