Qualification Information
| VTCT Product Code: CS3D1 | GLH: 289 | Age Restriction: 16 |
| Qualification Number: 601/4883/4 | Units: 10 - 33 | Registration End Date: 31st Jul 2020 |
| Level: 3 | Minimum Credits: 55 |
Additional Information
GLH
The minimum guided learning hours (GLH) to achieve this qualification is 289 GLH.
Primary Outcome
The primary outcome of the VTCT Level 3 Diploma in Customer Service is to prepare you to enter the customer service sector.
Overview
The VTCT Level 3 Diploma in Customer Service (601/4883/4) will enable you to gain the skills and knowledge required to organise and deliver customer service, resolve customer problems, understand the needs of customers and customer retention strategies.
This qualification provides you with the opportunity to demonstrate excellent customer service, to respond to customer issues, to analyse problems and improve the way in which customer service is delivered in an organisation. The optional units cover a range of subjects allowing you to progress into subjects that include team leading, managing a customer service award programme and analysing customer service data.
The mandatory units of this qualification cover the understanding and knowledge to required to understand your customers and know how to resolve their problems and retain their business. You can choose optional units that cover business administration, management and leadership to suit your role. This qualification will provide you with the skills, knowledge and understanding required to work in the customer service sector.
What could this qualification lead to?
The primary outcome of this qualification is to prepare you to enter the customer service sector. There are variety of different career opportunities available, roles include: Customer Relationship Managers, Customer Service Co-ordinators and Customer Service Team Leaders. This is one of two qualifications in customer service at level 3. Whilst both qualifications qualify you to work in the customer service industry, this qualification allows you to gather in a realistic working environment, whereas the VTCT Level 3 NVQ Diploma in Customer Service requires you to gather evidence in a real customer service workplace.
Who supports this qualification?
This qualification is based on the Customer Service National Occupational Standards (NOS) and is recognised by the Federation for Small Businesses as being fit for purpose ensuring learners have the necessary skills and knowledge for a customer service role.
Qualification Structure
Mandatory Group A - from this group you'll need to cover a minimum of 6 components and earn a minimum of 31 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU52 | L/506/2150 | Organise and Deliver Customer Service | 3 | 5 | 27 |
| UBU53 | Y/506/2152 | Understand the Customer Service Environment | 3 | 5 | 40 |
| UBU54 | J/506/2910 | Understand Customers and Customer Retention | 3 | 4 | 35 |
| UBU55 | K/506/2169 | Resolve Customers' Problems | 3 | 4 | 19 |
| UBU56 | D/506/1942 | Principles of Business | 3 | 10 | 74 |
| UBU57 | T/506/2952 | Manage Personal and Professional Development | 3 | 3 | 12 |
Optional Group B - from this group you'll need to cover a minimum of 3 components and earn a minimum of 15 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU24 | D/506/2119 | Communicate Verbally with Customers | 2 | 3 | 14 |
| UBU26 | L/506/2133 | Promote Additional Products and/or Services to Customers | 2 | 2 | 14 |
| UBU27 | Y/506/2135 | Exceed Customer Expectations | 2 | 3 | 15 |
| UBU28 | T/506/2143 | Deliver Customer Service Whilst Working on Customers' Premises | 2 | 4 | 20 |
| UBU31 | F/506/2159 | Deliver Customer Service to Challenging Customers | 2 | 3 | 16 |
| UBU32 | Y/506/2149 | Develop Customer relationships | 2 | 3 | 18 |
| UBU33 | T/506/2160 | Support Customer Service Improvements | 2 | 3 | 12 |
| UBU34 | A/506/2161 | Support Customers Through Real-time Online Customer Service | 2 | 3 | 15 |
| UBU35 | H/506/2977 | Support Customers Using Self-service Equipment | 2 | 3 | 18 |
| UBU36 | J/506/2163 | Use Social Media to Deliver Customer Service | 2 | 3 | 18 |
| UBU37 | K/506/2978 | Provide Post-transaction Customer Service | 2 | 5 | 22 |
| UBU38 | R/506/2151 | Resolve Customers' Complaints | 3 | 4 | 22 |
| UBU39 | D/506/2170 | Gather, Analyse and Interpret Customer Feedback | 3 | 5 | 24 |
| UBU58 | Y/506/2166 | Develop Resources to Support Consistency of Customer Service Delivery | 3 | 5 | 21 |
| UBU59 | D/506/2167 | Use Service Partnerships to Deliver Customer Service | 3 | 3 | 20 |
| UBU60 | K/506/2172 | Monitor the Quality of Customer Service Interactions | 3 | 5 | 27 |
| UBU61 | D/506/2153 | Champion Customer Service | 4 | 4 | 17 |
| UBU62 | R/506/2179 | Build and Maintain Effective Customer Relations | 4 | 6 | 25 |
| UBU63 | L/506/2181 | Manage a Customer Service Award Programme | 4 | 4 | 15 |
| UBU64 | Y/506/2183 | Manage the Use of Technology to Improve Customer Service | 4 | 4 | 14 |
| UBU65 | D/506/2962 | Develop a Social Media Strategy for Customer Service | 4 | 5 | 16 |
| UBU8 | T/506/2126 | Communicate with Customers in Writing | 2 | 3 | 20 |
Optional Group C - from this group you'll need to cover a minimum of 0 components and earn a minimum of 0 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU17 | M/502/8587 | Processing sales orders | 2 | 2 | 17 |
| UBU25 | J/502/4397 | Bespoke Software | 3 | 4 | 30 |
| UBU40 | L/506/1807 | Manage diary systems | 2 | 2 | 12 |
| UBU41 | H/506/1814 | Provide reception services | 2 | 3 | 15 |
| UBU42 | L/506/1869 | Contribute to the organisation of an event | 2 | 3 | 23 |
| UBU43 | M/506/1895 | Buddy a colleague to develop their skills | 2 | 3 | 19 |
| UBU44 | L/506/1905 | Employee rights and responsibilities | 2 | 2 | 16 |
| UBU50 | H/506/1912 | Negotiate in a Business Environment | 3 | 4 | 18 |
| UBU66 | T/506/1820 | Promote Equality, Diversity and Inclusion in the Workplace | 3 | 3 | 15 |
| UBU67 | A/506/1821 | Manage Team Performance | 3 | 4 | 21 |
| UBU68 | J/506/1921 | Manage Individuals' Performance | 3 | 4 | 20 |
| UBU69 | M/506/1931 | Collaborate with Other Departments | 3 | 3 | 14 |
| UBU70 | F/502/8612 | Negotiating, Handling Objections and Closing Sales | 3 | 4 | 22 |
| UBU71 | R/502/8615 | Obtaining and Analysing Sales-related Information | 3 | 4 | 24 |
| UBU72 | K/502/8622 | Buyer Behaviour in Sales Situations | 3 | 3 | 27 |
| UBU73 | K/503/0418 | Manage Incidents Referred to a Contact Centre | 3 | 6 | 30 |
| UBU74 | D/503/0397 | Lead Direct Sales Activities in a Contact Centre Team | 3 | 4 | 8 |
*For full details of the Rules of Combination for this qualification please see the Qualification Specification/Record of Assessment book.
Documents
*To find specifications for individual units, click on the "Structure" tab of your chosen qualification, select the unit code in the left hand column and on the new page click on the "Download unit book" tab under the unit title.
Centres approved to run this qualification
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