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IPS International Ltd.
Northbank House
Sir Thomas Longley Road
Medway City Estate
Rochester
Kent
ME2 4DU
Tel: 01634 298800


IPS International Ltd.
11a Lorne Road
Dover
Kent
CT16 2AA
Tel: 01304 228180

theoffice@ips-international.com

IPS International Ltd is registered in England number 3368622, with its registered office at the Rochester address above.
Level 3 Diploma in Customer Service
Level 3 Diploma in Customer Service
 
Qualification structure
To achieve a Level 3 Diploma in Customer Service, learners must complete a minimum of 55 credits:
  1. 31 credits from GROUP A MANDATORY UNITS
  2. A minimum of 15 credits from GROUP B OPTIONAL UNITS
  3. A minimum of 9 credits from GROUP C OPTIONAL UNITS
A minimum of 40 credits must be achieved through the completion of units at Level 3 or above.
Group A: Mandatory Units
Credit
Level
Organise and deliver customer service
5
3
Understand the customer service environment
5
3
Understand customers and customer retention
Resolve customers’ problems
Principles of business
Manage personal and professional development                             
4
4
10

3            
3
3
3

3
Group B: Optional Units
Credit
Level
Develop resources to support consistency of customer service delivery

5

3
Use service partnerships to deliver customer service
Resolve customers’ complaints
Gather, analyse and interpret customer feedback
Monitor the quality of customer service interactions
Communicate verbally with customers
Communicate with customers in writing
Promote additional products and/or services to customers
Exceed customer expectations
Deliver customer service whilst working on customer’s premises
Deliver customer service to challenging customers
Develop customer relationships
Support customer service improvements
Support customers through real-time online customer service
Support customers using self-service equipment
Use social media to deliver customer service
Provide post transaction customer service
Champion customer service
Build and maintain effective customer relations
Manage a customer service award programme
Manage the use of technology to improve customer service
3
4  
5
5
3
3
2
3
 
4
3
3
3
3
3
3
5
4
6
4
5
3
3
3
3
2
2
2
2
 
2
2
2
2
2
2
2
2
4
4
4
4
 
 
 
Group C: Optional Units
Credit
Level
Negotiate in a business environment
4
3
Promote equality, diversity and inclusion in the workplace
3
3
Manage team performance
4
3
Manage individuals’ performance
4
3
Collaborate with other departments
3
3
Negotiating, handling objections and closing sales
4
3
Obtaining and analysing sales related information
4
3
Buyer behaviours in sales situations
3
3
Manage incidents referred to a contact centre
6
3
Lead direct sales activities in a contact centre team
4
3
Manage diary systems
2
2
Contribute to the organisation of an event
3
2
Provide reception services
Buddy a colleague to develop their skills
Processing sales orders
Bespoke software
3
2
2
4
2
2
2
3
 
 

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