Award in Customer Service (endorsed) Level 3

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About the course

Course Modules

  • The Customer Relationship
  • Effective Customer Service
  • Dealing With Difficult Situations
  • Measuring Customer Satisfaction
  • This endorsed BYTSYZ online course is suitable for

    Anyone who wants to develop and gain recognition for their customer service skills but do not have the time or resources to attend face-to-face training sessions. This course takes a 'bite-sized' approach to gaining customer service skills and competence by focusing on the key issues, including:

    • Understanding customers
    • Managing customer expectations
    • Dealing with complaints
    • Ensuring satisfaction

    This online course is designed specifically for anyone who is:

    • Interacting with customers on a regular basis as part of their work
    • Looking to progress their career in customer service
    • New to customer service and wishes to develop the skill-set and knowledge to carry out the role effectively
    • Currently practising in customer service, but wishes to further develop and enhance their skills
    • Experienced in customer service, and is looking for continuous professional development that will support their role

    The course will appeal to individuals from any occupational background, who have responsibility for delivering exceptional levels of customer service, including people with responsibility for:

    • Day to day customer liaison
    • Dedicated customer service
    • Complaints handling
    • Dealing with customers from a call centre
    • Sales
    • Leading and managing others
    • Supervising teams
    • Interacting with customers on any level
    • Aspiring to work in customer services

    Course Description
    This online course, that is endorsed by Training Qualifications UK, is designed specifically for all staff seeking to improve their delivery and management of customer service. The course contains a useful mix of theory and practical explanation of concepts that can improve and enhance the customer experience. The course will be of great benefit to anyone whose primary role is, or will be, to deliver exceptional customer service. It explores the wide variety of skills required to effectively manage the customer relationship, whilst providing a comprehensive knowledge-base of the roles, functions and responsibilities for effective customer management.

    The course is designed to build and broaden the skills and knowledge of customer service including practical techniques in managing the customer relationship, dealing with difficult customers, managing customer complaints, providing excellent customer service. This course can contribute towards the learning required for NVQ Customer Service level 3 and will equip individuals to support and manage others in delivering effective customer service. Specifically the course will explore:

    • The main characteristics of customers
    • The connection between customer expectations and satisfaction
    • The aspects of customer service that exceed or fall short of expectations
    • The approaches, attitudes and behaviours that can enhance the customer experience
    • The use of effective communication techniques to enhance the customer experience
    • The reasons why customers may not be satisfied and the impact this can have on the organisation
    • The ways in which poor service and complaints can be effectively handled
    • The importance of and measures for customer satisfaction
    • How customer service can be improved as a result of measuring satisfaction


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