This document provides information about the Diploma in Customer Service Level 3 qualification. The qualification is aimed at those working in customer service roles who want to improve their skills and knowledge. It covers mandatory units on understanding customer service and rules impacting improvements. There are also optional units covering areas like developing customer relationships, improving service, handling problems, and building a customer service knowledge set. The qualification takes between 6-24 months to complete and involves workplace learning and assessment by an assessor.

2. Diploma in Customer
Service
Level 3
Who would benefit from this qualification?
What does the qualification cover?
Mandatory units Optional Units - Delivery (selection only)
• Demonstrate understanding of customer • Do your job in a customer-friendly way (5)
service • Deliver reliable customer service (5)
• Demonstrate understanding of the rules that • Improve the customer relationship (7)
impact on improvements in customer service
Optional Units - Development & Im- Optional Units - Impression & Image (selection
provement (selection only) only)
• Develop customers relationships (6) • Champion customer service (10)
• Support customer service improvements (5) • Build a customer service knowledge set (7)
• Promote continuous improvement (7) • Process information about customers (5)
• Lead a team to improve customer service (7) • Go the extra mile in customer service (6)
Optional Units - Handling problems
Course Overview
• Process customer service complaints (6)
• Resolve customer service problems (6) Qualification: Certificate
• Deliver customer service to difficult customers Credits: 30+
(6) Duration: 6—24 months
• Monitor and solve customer service problems Learning: Workplace
(6) Assessment: Assessor
For more information contact Pathway Group on 0800 955 0870 or 0121 707 0550
or visit www.pathwaygroup.co.uk