Level 3 Diploma in Customer Service Online Course

The Level 3 Diploma in Customer Service is a comprehensive and career-focused program tailored to equip learners with advanced customer service skills. This course is ideal for individuals aspiring to enhance their customer-facing competencies, improve workplace efficiency, and open new doors in the customer service sector. Covering a wide range of modules, it delivers theoretical knowledge and practical tools essential for excellent service delivery in today’s fast-paced, digitally connected world.

Designed by industry experts, the course aligns with global customer service standards. It develops not just service skills but also professional attitudes, workplace communication, and problem-solving techniques. Whether you’re working face-to-face, on the phone, or digitally, this diploma will help you manage customers with confidence, professionalism, and empathy.

Learning Outcomes

• Demonstrate advanced customer service knowledge across diverse platforms.
• Apply effective strategies to manage difficult customer interactions.
• Improve communication skills in written, verbal, and non-verbal formats.
• Implement productivity techniques for better task and email management.
• Build lasting relationships that increase customer retention and loyalty.
• Know when and how to escalate service issues professionally.

Course Link: Level 3 Diploma in Customer Service

Course Curriculum

Module One: Who We Are and What We Do

Understand organizational roles and the impact of quality service.

Module Two: Establishing Your Attitude

Build a proactive and positive customer service mindset.

Module Three: Identifying and Addressing Customer Needs

Learn to recognize, interpret, and fulfill customer requirements effectively.

Module Four: Generating Return Business

Apply strategies to build customer loyalty and repeat interactions.

Module Five: In-Person Customer Service

Master face-to-face interactions and personal presentation skills.

Module Six: Giving Customer Service Over the Phone

Improve telephone etiquette and manage voice-only interactions.

Module Seven: Providing Electronic Customer Service

Deliver high-quality service through email, chat, and social platforms.

Module Eight: Recovering Difficult Customers

Handle complaints, resolve conflicts, and rebuild trust professionally.

Module Nine: Understanding When to Escalate

Recognize when and how to escalate issues appropriately.

Module Ten: Communication Skills

Develop verbal, non-verbal, and written communication skills for clarity.

Module Eleven: To Do Lists

Organize daily tasks to improve efficiency and task completion.

Module Twelve: Organizing Your Inbox

Manage digital communication efficiently to reduce delays and errors.

Module Thirteen: Negotiation Techniques

Enhance negotiation skills to balance customer satisfaction and business goals.

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Disclaimer:

This is an online course with pre-recorded lessons. You will get access to the course within 48 hours after your enrolment.