The Level 3 Diploma in Customer Service course is designed to provide learners with an in-depth understanding of the keys to providing successful customer service. It is ideal for those who work in a retail or sales environment, who are looking to develop their communication skills, introducing fundamental strategies that can be applied to a wide range of roles.

This practical training course includes case studies and practical exercises that will help you to deliver excellent customer service in-person, over the phone and online. It covers body language techniques, telephone etiquette how to identify your customers’ needs, and much more.

Not only that, but you will learn how to manage stress effectively when dealing with difficult customers, with tips on how to recover customers and deal with complaints and challenging scenarios. By the end of the course, you will have an in-depth understanding of the key factors that contribute toward excellent customer support, with the expertise and knowledge to deal with any customer-facing situation successfully.

• Accredited, quality CPD training
• Instant e-certificate and hard copy dispatch by next working day
• Fully online, interactive course with audio voiceover
• Course material developed by qualified professionals

• Self-paced learning accessible via laptop, tablet and smartphone
• 24/7 Learning assistance and tutor support
• Discounts on bulk purchases

Sneak Peek

Who should take the course

This Level 3 Diploma in Customer Service training course is ideal for anyone looking to fast track a career in a customer-serving role, such as:

• Customer Service Representative
• Sales Assistant
• Sales Advisor
• Retail Sales Associate
• Telesales Executive

Learning Outcomes

By the end of the course, learners will be able to:

• Understand the different types of customers and the skills required to deliver excellent customer service
• Use positive body language to provide support to customers and clients
• Identify clients’ and customers’ needs, going the extra mile to ensure their satisfaction
• Deal with and address complaints and difficult customers professionally
• Use proper telephone etiquette and understand the drawbacks of over the phone customer service
• Provide electronic customer service and follow proper netiquette
• Recover difficult customers and manage their own stress/emotions professionally
• Influence customers to make a purchase and advise them on their shopping choices

Accreditation

All of our courses are fully accredited. The content of the Level 3 Diploma in Customer Service course is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps you to become more competent and effective in your chosen field.

Certification

Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Course Curriculum

Module One: Who We Are and What We Do Module Two: Establishing Your Attitude Module Three: Identifying and Addressing Customer Needs Module Four: Generating Return Business Module Five: In-Person Customer Service Module Six: Giving Customer Service over the Phone Module Seven: Providing Electronic Customer Service Module Eight: Recovering Difficult Customers Module Nine: Understanding When to Escalate Module Ten: Communication Skills Module Eleven: To Do Lists Module Twelve: Organizing Your Inbox Module Thirteen: Negotiation Techniques