Focus Awards Level 3 Diploma in Customer Services (RQF)

Focus Awards Level 3 Diploma in Customer Services (RQF)

(QRN – 601/6780/4)

 

 

Qualification Overview

The Focus Awards Level 3 Diploma in Customer Service (RQF) is aimed at those learners preparing to enter the customer services sector and those currently working in a customer service role.

The Focus Awards Level 3 Diploma in Customer Service (RQF) aims to provide learners with the skills and knowledge required to organise and deliver customer service, resolve customer problems, understand customers and customer retention. Learners will also have the opportunity to elect optional units that can reflect their preferred route into the customer service environment or expand on their current set of customer service skills.

 

 

Qualification Structure

Learners must achieve 55 credits by completion of all mandatory units in group A totalling 31 credits, a minimum of 15 credits from Optional Group B, a maximum of 9 credits from Optional Group C.

 

 

Learner Entry Requirements

There are no specific entry requirements for this qualification.

 

 

Progression Routes

Learners wishing to progress from this qualification can undertake the following qualifications:

  • Level 3 Diploma in Business Administration (RQF)
  • Level 2 Diploma in Team Leading (RQF)
  • Level 3 Diploma in Management (RQF)

 

 

Age Ranges

Learners should be 16 (minimum) to undertake this qualification.

 

 

Geographical Coverage

This qualification is available in England and Northern Ireland.

 

 

Qualification Specification

To view the Qualification Specification please click here.

Unit Title Unit Ref Level GLH Credit
Mandatory Units (Group A)
Organise and deliver customer service L/506/2150 3 27 5
Understand the customer service environment Y/506/2152 3 40 5
Understand customers and customer retention J/506/2910 3 35 4
Resolve customers’ problems K/506/2169 3 19 4
Principles of business D/506/1942 3 74 10
Manage personal and professional development T/506/2952 3 12 3
 

Optional Units (Group B)

Develop resources to support consistency of customer service

delivery

Y/506/2166 3 21 5
Use service partnerships to deliver customer service D/506/2167 3 20 3
Resolve customers’ complaints R/506/2151 3 22 4
Gather, analyse and interpret customer feedback D/506/2170 3 24 5
Monitor the quality of customer service interactions K/506/2172 3 27 5
Communicate verbally with customers D/506/2119 2 14 3
Communicate with customers in writing T/506/2126 2 20 3
Promote additional products and/or services to customers L/506/2133 2 14 2
Exceed customer expectations Y/506/2135 2 15 3
Deliver customer service whilst working on  customers’

premises

T/506/2143 2 20 4
Deliver customer service to challenging customers F/506/2159 2 16 3
Develop customer relationships Y/506/2149 2 18 3
Support customer service improvements T/506/2160 2 12 3
Support customers through real-time online customer service A/506/2161 2 15 3
Support customers using self-service equipment H/506/2977 2 18 3
Use social media to deliver customer service J/506/2163 2 18 3
Provide post transaction customer service K/506/2978 2 22 5
Champion customer service D/506/2153 4 17 4
Build and maintain effective customer relations R/506/2179 4 25 6
Manage a customer service award programme L/506/2181 4 15 4
Manage the use of technology to improve customer service Y/506/2183 4 14 4
Develop a social media strategy for customer service D/506/2962 4 16 5
Optional Units (Group C)16
Negotiate in a business environment H/506/1912 3 18 4
Promote equality, diversity and inclusion in the workplace T/506/1820 3 15 3
Manage team performance A/506/1821 3 21 4
Manage individuals’ performance J/506/1921 3 20 4
Collaborate with other departments M/506/1931 3 14 3
Negotiating, handling objections and closing sales F/502/8612 3 22 4
Obtaining and analysing sales related information R/502/8615 3 24 4
Buyer behaviour in sales situations K/502/8622 3 27 3
Manage incidents referred to a contact centre K/503/0418 3 30 6
Lead direct sales activities in a contact centre team D/503/0397 3  8 4
Manage diary systems L/506/1807 2 12 2
Contribute to the organisation of an event L/506/1869 2 23 3
Provide reception services H/506/1814 2 15 3
Buddy a colleague to develop their skills M/506/1895 2 19 3
Employee rights and responsibilities L/506/1905 2 16 2
Processing sales orders M/502/8587 2 17 2
Bespoke Software J/502/4397 3 30 4