Level 3 Diploma in Customer Service


Price £808


The NCFE Level 3 Diploma in Customer Service is a combined knowledge and competence-based qualification. This qualification is based on National Occupational Standards (NOS) and is a job-ready qualification which requires learners to demonstrate the skills and knowledge required to work in a specific industry. The qualification must be assessed in the workplace or in a realistic work environment (RWE) in accordance with the relevant assessment strategy requirements.


About this qualification


This is a regulated qualification. The regulated number for this qualification is 601/3974/2.


The Level 3 Diploma in Customer Service has been developed in alliance with the Sector Skills Council, Skills CfA, and forms part of the Advanced Apprenticeship in Customer Service.

This qualification may be eligible for funding.


Aims and objectives of this qualification


The Level 3 Diploma in Customer Service gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts. Learners will understand what drives customer behaviour and what creates customer retention. Learners are also given the opportunity to explore excellence within customer service, dealing with more challenging scenarios such as complaints and stakeholder engagement.


The objective of this qualification is to accredit and develop learners’ skills and knowledge so that they can operate in a wide range of customer service environments.


 Things you need to know


  • Qualification number (QN): 601/3974/2
  • Aim reference: 60139742
  • Total Qualification Time (TQT): 550
  • Guided learning hours (GLH): 289
  • Credit: 55
  • Level: 3
  • Assessment requirements: internally assessed and externally moderated portfolio of evidence


Progression opportunities


  • Learners who achieve this qualificationcould progressto:
  • NCFE Level 3 Diploma in Management
  • NCFE Level 3 Diploma in Business Administration
  • NCFE Level 4 NVQ Diploma in Customer Service
  • NCFE Level 4 NVQ Diploma in Business Administration


It may also be useful to learners studying qualifications in the following sector(s):


  • Retail
  • Hospitality and Catering
  • Leisure, Travel and Tourism




To be awarded the Level 3 Diploma in Customer Service, learners must achieve a minimum of 55 credits: 

  • a total of 31 credits from Group A
  • a minimum of 15credits from Group B
  • a maximum of credits can come from Group C

A minimum of 40 credits must be achieved at level 3 or above.

 Group A mandatory units

  • Unit 01 Organise and deliver customer service (5 credits)
  • Unit 02 Understand the customer service environment (5 credits)
  • Unit 03 Resolve customers’ problems (4 credits)
  • Unit 04 Principles of business (10 credits)
  • Unit 05 Manage personal and professional development (3 credits)
  • Unit 06 Understand customers and customer retention (4 credits)

 Group B optional units

  • Unit 07 Develop resources to support consistency of customer service delivery  (5 credits)
  • Unit 08 Use service partnerships to deliver customer service (3 credits)
  • Unit 09 Resolve customers’ complaints (4 credits)
  • Unit 10 Gather, analyse and interpret customer feedback (5 credits)
  • Unit 11 Monitor the quality of customer service interactions (5 credits)
  • Unit 12 Communicate verbally with customers (3 credits)
  • Unit 13 Communicate with customers in writing (3 credits)
  • Unit 14 Promote additional products and/or services to customers (2 credits)
  • Unit 15 Exceed customer expectations (3 credits)
  • Unit 16 Deliver customer service whilst working on customers’ premises (4 credits)
  • Unit 17 Deliver customer service to challenging customers (3 credits)
  • Unit 18 Develop customer relationships (3 credits)
  • Unit 19 Support customer service improvements (3 credits)
  • Unit 20 Support customers through real-time online customer service (3 credits)
  • Unit 21 Use social media to deliver customer service (3 credits)
  • Unit 22 Champion customer service (4 credits)
  • Unit 23 Build and maintain effective customer relations (6 credits)
  • Unit 24 Manage a customer service award programme (4 credits)
  • Unit 25 Manage the use of technology to improve customer service (4 credits)
  • Unit 26 Develop a social media strategy for customer service (5 credits)
  • Unit 27 Support customers using self-service equipment (3 credits)
  • Unit 28 Provide post-transaction customer service (5 credits)

 Group C optional units

  • Unit 29 Negotiate in a business environment (4 credits)
  • Unit 30 Promote equality, diversity and inclusion in the workplace (3 credits)
  • Unit 31 Manage team performance (4 credits)
  • Unit 32 Manage individuals’ performance (4 credits)
  • Unit 33 Collaborate with other departments (3 credits)
  • Unit 34 Negotiating, handling objections and closing sales (4 credits)
  • Unit 35 Obtaining and analysing sales-related information (4 credits)
  • Unit 36 Buyer behaviour in sales situations (3 credits)
  • Unit 37 Manage incidents referred to a contact centre (6 credits)
  • Unit 38 Lead direct sales activities in a contact centre team (4 credits)
  • Unit 39 Manage diary systems (2 credits)
  • Unit 40 Contribute to the organisation of an event (3 credits)
  • Unit 41 Provide reception services (3 credits)
  • Unit 42 Buddy a colleague to develop their skills (3 credits)
  • Unit 43 Employee rights and responsibilities (2 credits)
  • Unit 44 Processing sales orders (2 credits)
  • Unit 45 Bespoke Software (4 credits)


To achieve the Level 3 Diploma in Customer Service, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in this qualification specification.


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