Level 2/3/4 Diploma in Customer Service

Qualification at a glance

Subject Area Customer Service
Age group approved Levels 2 and 3: 16-18, 19+ Level 4: 18+
Entry requirements None
Assessment By Multiple choice/Portfolio/short answer questions
Support Materials Qualification handbook, Assessment packs, Smartscreen
City & Guilds number Accreditation number:
Level 2 Diploma in Customer Service 5530-02 601/3562/1
Level 3 Diploma in Customer Service 5530-03 601/3564/5
Level 4 NVQ Diploma in Customer Service 5530-04 601/3540/2

What is involved?

Training for the Customer Service Qualification is based around six key areas, and we'll help you put together the right modules from each area to fit the job you do and the way you want to develop your career:
  • " Customer service essentials - understand your organisation's approach to customer service, the importance of your appearance and behaviour and how to respond appropriately to questions and comments.

  • Communicating with customers - how to prepare written communications, listen to your customers and interpret body language.

  • Problem solving - discover how to respond to customer queries and complaints appropriately, deal with difficult and dissatisfied customers and record and analyse data from complaints to identify recurring problems.

  • Relationship building - find out how you can exceed your customers' expectations.

  • Continuing improvement - carrying out a self-assessment and working with others to improve the performance of you and your business.

  • Using information - how to gather, store and process accurate customer service information lawfully and securely.


Who are the qualifications for?

It is for learners who work or want to work in the customer service sector and other related sectors eg. contact centre and sales. The demand for customer service exists in all sectors of industry and commerce in the UK. Due to the diversity of customer service job roles and the generic 'all sector' nature of customer service standards, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service.

Level 2 Diploma in Customer Service

The Level 2 Diploma is aimed at people already employed in a customer service role who have some experience in customer service. Learners will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers. Learners will be confident about using customer service language, understand the processes designed to make customer service more effective and show how they support others within their team or organisation.

Level 3 Diploma in Customer Service

The Level 3 Diploma is aimed at people already employed in a customer service role who have significant responsibility for the delivery of both internal and external customer service within their team or organisation. Learners will need to understand the importance of customer service as a competitive tool and be proactive in finding solutions to a range of customer service situations. Learners will need to demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation.

Level 4 NVQ Diploma in Customer Service

The Level 4 Diploma is aimed at people already employed in a customer service role who can demonstrate the development and implementation of customer service strategies at an operational level. Learners may not necessarily be responsible for other people in the workplace as their main role will be to ensure effective processes and practice are in place to achieve and continually improve customer service across an entire team, department or organisation, whilst managing change as necessary.

What opportunities for progression are there?

Level 2 Diploma in Customer Services

On completion of this qualification candidates may progress into employment or to the following City & Guilds qualifications:

  • Level 3 Diploma in Customer Service
  • Customer Service Apprenticeship
  • Qualifications in other work related areas (for examples Contact Centres, Sales, Social Media, Team leading, Administration, retail and other technical sectors).
Level 3 Diploma in Customer Services

On completion of this qualification candidates may progress into employment or to the following City & Guilds qualifications:

  • Level 4 Diploma in Customer Service
  • Customer Service Apprenticeship
  • Qualifications in other work related areas (for examples Contact Centres, Sales, Social Media, Team leading, Administration, retail and other technical sectors)
  • ILM Level 4 NVQ Diploma in Management
Level 4 Diploma in Customer Services

On completion of this qualification candidates may progress into employment or to the following City & Guilds qualifications:

  • Customer Service Apprenticeship
  • Qualifications in other work related areas (for examples Contact Centres, Sales, Social Media, Team leading, Administration, retail and other technical sectors)
  • ILM Level 5 NVQ Diploma in Management and Leadership


Fees:

Qualification Qualification Number Cost
Level 2 Diploma in Customer Service 5530-02 601/3562/1 £2,573
Level 3 Diploma in Customer Service 5530-03 601/3564/5 £2,573
Level 4 NVQ Diploma in Customer Service 5530-04 601/3540/2 £2,573

24+ Student Loans

The Level 3 and Level 4 qualifications are eligible for a Student Loan for students over 24 years of age.

Apprenticeship funding

Full funding can be available for Level 2 Apprenticeships for Students in 16-18 Age Groups

Please contact us for further information.