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Diploma Level 3 in Customer Service

 

Who is this Diploma for?

The OCR Level 3 Diploma in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

It is suitable for candidates who:

  • can influence what happens at work
  • use the organisation’s rules and systems flexibly to deliver good service
  • question the way things are done and suggest improvements
  • have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
  • are aware of the commercial or other pressures facing the organisation/business

These Diplomas are work-orientated qualifications and are suitable for those who have current real work experience. They are open to candidates of any age, of either gender and there are no entry barriers on grounds of race, creed or previous academic attainment or learning.

Purpose

The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Level 3.

They provide a statement of competence that testifies to the ability of candidates to work to meet customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

These Diplomas assess a candidate’s competence against the national occupational standards for Customer Service at Level 3. Candidates must prove they are competent in a wide range of activities.

Benefits

Employees will benefit from:

  • A clearer understanding of their responsibility within their organisation
  • The opportunity to develop new skills
  • The recognition of existing skills

Employers will benefit from:

  • Improved staff performance and motivation
  • Improvements in the quality of service to customers
  • The opportunity to ensure levels of service are to national standard

Structure

To achieve a full OCR Level 3 Diploma in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.

This qualification contains 5 units that can be brought forward from Level 2; from these a maximum of 3 units may be claimed towards a Level 3 qualification.

This qualification contains 5 units that can be carried forward to Level 4; all of these can be claimed towards a Level 4 qualification.

Core Units

  • 7 Understand customer service to improve service delivery
  • 8 Know the rules to follow when developing customer service

How do I enrol?

Contact us on 0191 230 3090 or email us.