iCQ Level 3 Certificate in Principles of Customer Service (RQF)

Course Overview:
The purpose of this qualification is to provide learners with a deeper understanding of advanced customer service concepts and practices. This qualification covers topics such as customer relationship management, handling complex queries, and improving customer service strategies.

Learners will develop skills to enhance customer satisfaction, manage customer expectations, and resolve issues effectively. This certificate is ideal for those seeking to advance in customer service roles or move into supervisory positions where higher-level customer service management skills are required.

 Qualification: Level 3 Certificate in Principles of Customer Service (RQF)

Total Credits: 13
Minimum Guided Learning Hours: 105
Awarding Body: iCQ
Course Duration: 2-3 months

Entry Requirements: You don’t need any formal qualifications to enrol on this course. Learners will need to produce full and articulate answers to questions. Learners will need to have a good standard of written and verbal communication skills.

 

    • Learning to develop and improve the customer service process

    • Understanding the principles of customer service delivery

  • Assessment method

    The qualification will be assessed by a portfolio of evidence. Your personal assessor will conduct monthly meetings via Teams to review and develop your progress towards the qualification.

    All assessments need to be passed, and each will directly assess the knowledge, skills and behaviours of the qualification

  • After this programme, you could progress to the Level 3 Diploma in Customer Service (RQF), Level 4 NVQ Diploma in Customer Service (RQF)