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BTEC Level 3 Diplomain Customer Service (QCF)

01709 889 868www.eden-ts.com

The Pearson BTEC Level 3 Diploma in Customer Service (QCF) is for learners who work in, or who want to work in customer service roles such as; Customer Service Supervisor, Customer Relationship Manager, Customer Service Team leader, Client Services Officer and Events Coordinator.

QRN: 601/3478/1Bridge House, 28 Wheldon Road,

Castleford, WF10 2JDtraining solutions

training solutions

About this qualificationThe Pearson BTEC Level 3 Diploma in Customer Service (QCF) is for learners who work in, or who want to work in customer service roles such as; Customer Service Supervisor, Customer Relationship Manager, Customer Service Team leader, Client Services Officer and Events Coordinator.

Entry RequirementsNo prior knowledge, understanding, skills or qualifications are required before learners register for this qualification, however it is likely that they will be seeking work within the customer service sector, or they may already be employed in a cross-sector role or function.

Qualification StructureThe qualification is available as part of the Advanced Apprenticeship in Customer Service which also includes Functional Skills in English and Maths at Level 2 or can be delivered as a stand-alone qualification.

There are 6 mandatory units and 39 optional units available which can be tailored around your needs to meet the minimum credit value of 55 credits.Estimated time to complete the course:12 months

Cost & FundingThere are 2 easy routes by which you can access funding for this course:

1. Apprenticeship route. An Apprenticeship is a programme of

learning funded by the Government that is aimed to benefit both an employee and their employer. The programme is designed to enhance the employee’s level of competency and confidence within their current role by developing their practical skills and knowledge.

The employee will gain nationally recognised qualifications in the form of practical and knowledge-based vocational elements, functional skills as well as knowledge of their employment rights. The employer is then able to benefit from improved overall efficiency, productivity and competitiveness within their market sector.

2. Advanced Learning Loan route.The Government’s Advanced Learning Loans are available to anyone aged 19 or over. Getting a loan doesn’t depend on your household income and there’s no credit check. You won’t have to pay anything back until the course is completed and you’re earning over £21,000 a year. Once you earn over this amount you pay back 9% of the earnings you receive above this figure. If you don’t ever earn this amount, e.g. you are part-time or you stop work you will not make any repayments.

Example: If you earn £25,000 p.a. you will pay back £30 per month.Contact us for further information on Advanced Learning Loans or go to:https://www.gov.uk/advanced-learning-loans/overview

BTEC Level 3 Diplomain Customer Service (QCF)

Mandatory Units

Optional Units (A selection of the optional units available)

01709 889 868www.eden-ts.com

Unit Number

Unit Title Unit Level Credit Value

Guided Learning Hours

1 Organise and Deliver Customer Service 3 5 27 2 Understand the Customer Service Environment 3 5 40 3 Resolve Customers’ Problems 3 4 19 4 Principles of Business 3 10 74 5 Understand Customers and Customer Retention 3 4 35 6 Manage Personal and Professional Development 3 3 12

Unit Number Unit Title Unit Level Credit Value

Guided Learning Hours

7 Develop Resources to Support Consistency of

Customer Service Delivery 3 5 21

8 Use Service Partnerships to Deliver Customer

Service 3 3 20

9 Resolve Customers’ Complaints 3 4 22 10 Gather, Analyse and Interpret Customer Feedback 3 5 24 11 Monitor the Quality of Customer Service Interactions 3 5 27 12 Communicate Verbally with Customers 2 3 14 13 Communicate with Customers in Writing 2 3 20

14 Promote Additional Products and/or Services to

Customers 2 2 14

15 Exceed Customer Expectations 2 3 15

16 Deliver Customer Service Whilst Working on Customers’ Premises

2 4 20

17 Deliver Customer Service to Challenging Customers 2 3 16 18 Develop Customer Relationships 2 3 18 19 Support Customer Service Improvements 2 3 12

20 Support Customers Through Real-time Online Customer Service

2 3 15

21 Use Social Media to Deliver Customer Service 2 3 18 22 Champion Customer Service 4 4 17 23 Build and Maintain Effective Customer Relations 4 6 25 24 Manage a Customer Service Award Programme 4 4 15

25 Manage the Use of Technology to Improve Customer

Service 4 4 14

26 Support Customers Using Self-service Equipment 2 3 18 27 Provide Post-transaction Customer Service 2 5 22

28 Develop a Social Media Strategy for Customer

Service 4 5 16

29 Negotiate in a Business Environment 3 4 18

30 Promote Equality, Diversity and Inclusion in the

Workplace 3 3 15

Bridge House, 28 Wheldon Road, Castleford, WF10 2JD

01709 889 868www.eden-ts.com

training solutionsBTEC Level 3 Diplomain Customer Service (QCF)

Course DeliveryThe course will normally be delivered on an individual basis by a learning consultant visiting you in the workplace approximately once a month. Between visits communication will be carried out remotely either by phone or e-mail. You will be expected to undertake research, assignments and projects in your own time to gather the required evidence for the course alongside the visits you receive from your learning consultant.

Bridge House, 28 Wheldon Road, Castleford, WF10 2JDtraining solutions