iCQ Level 3 Diploma in Customer Service (RQF)
601/3687/X
- Level: Level 3
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: iCan Qualifications Limited (Recognised)
- Total credits: 55
- Guided learning hours: 289
- Total qualification time: 550
- Assessment methods: Portfolio of Evidence
Units (45)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Buddy a colleague to develop their skills RN5325/M/506/1895 |
Level 2 | 3 | 19 |
Communicate verbally with customers RN5325/D/506/2119 |
Level 2 | 3 | 14 |
Communicate with customers in writing RN5325/T/506/2126 |
Level 2 | 3 | 20 |
Contribute to the organisation of an event RN5325/L/506/1869 |
Level 2 | 3 | 23 |
Deliver customer service to challenging customers RN5325/F/506/2159 |
Level 2 | 3 | 16 |
Deliver customer service whilst working on customers’ premises RN5325/T/506/2143 |
Level 2 | 4 | 20 |
Develop customer relationships RN5325/Y/506/2149 |
Level 2 | 3 | 18 |
Employee rights and responsibilities RN5325/L/506/1905 |
Level 2 | 2 | 16 |
Exceed customer expectations RN5325/Y/506/2135 |
Level 2 | 3 | 15 |
Manage diary systems RN5325/L/506/1807 |
Level 2 | 2 | 12 |
Processing sales orders RN5325/M/502/8587 |
Level 2 | 2 | 17 |
Promote additional products and/or services to customers RN5325/L/506/2133 |
Level 2 | 2 | 14 |
Provide post-transaction customer service RN5325/K/506/2978 |
Level 2 | 5 | 22 |
Provide reception services RN5325/H/506/1814 |
Level 2 | 3 | 15 |
Support customer service improvements RN5325/T/506/2160 |
Level 2 | 3 | 12 |
Support customers through real-time online customer service RN5325/A/506/2161 |
Level 2 | 3 | 15 |
Support customers using self-service equipment RN5325/H/506/2977 |
Level 2 | 3 | 18 |
Use social media to deliver customer service RN5325/J/506/2163 |
Level 2 | 3 | 18 |
Bespoke Software RN5325/J/502/4397 |
Level 3 | 4 | 30 |
Buyer behaviour in sales situations RN5325/K/502/8622 |
Level 3 | 3 | 27 |
Collaborate with other departments RN5325/M/506/1931 |
Level 3 | 3 | 14 |
Develop resources to support consistency of customer service delivery RN5325/Y/506/2166 |
Level 3 | 5 | 21 |
Gather, analyse and interpret customer feedback RN5325/D/506/2170 |
Level 3 | 5 | 24 |
Lead direct sales activities in a contact centre team RN5325/D/503/0397 |
Level 3 | 4 | 8 |
Manage incidents referred to a contact centre RN5325/K/503/0418 |
Level 3 | 6 | 30 |
Manage individuals’ performance RN5325/J/506/1921 |
Level 3 | 4 | 20 |
Manage personal and professional development RN5325/T/506/2952 |
Level 3 | 3 | 12 |
Manage team performance RN5325/A/506/1821 |
Level 3 | 4 | 21 |
Monitor the quality of customer service interactions RN5325/K/506/2172 |
Level 3 | 5 | 27 |
Negotiate in a business environment RN5325/H/506/1912 |
Level 3 | 4 | 18 |
Negotiating, handling objections and closing sales RN5325/F/502/8612 |
Level 3 | 4 | 22 |
Obtaining and analysing sales-related information RN5325/R/502/8615 |
Level 3 | 4 | 24 |
Organise and deliver customer service RN5325/L/506/2150 |
Level 3 | 5 | 27 |
Principles of business RN5325/D/506/1942 |
Level 3 | 10 | 74 |
Promote equality, diversity and inclusion in the workplace RN5325/T/506/1820 |
Level 3 | 3 | 15 |
Resolve customers’ complaints RN5325/R/506/2151 |
Level 3 | 4 | 22 |
Resolve customers’ problems RN5325/K/506/2169 |
Level 3 | 4 | 19 |
Understand customers and customer retention RN5325/J/506/2910 |
Level 3 | 4 | 35 |
Understand the customer service environment RN5325/Y/506/2152 |
Level 3 | 5 | 40 |
Use service partnerships to deliver customer service RN5325/D/506/2167 |
Level 3 | 3 | 20 |
Build and maintain effective customer relations RN5325/R/506/2179 |
Level 4 | 6 | 25 |
Champion customer service RN5325/D/506/2153 |
Level 4 | 4 | 17 |
Develop a social media strategy for customer service RN5325/D/506/2962 |
Level 4 | 5 | 16 |
Manage a customer service award programme RN5325/L/506/2181 |
Level 4 | 4 | 15 |
Manage the use of technology to improve customer service RN5325/Y/506/2183 |
Level 4 | 4 | 14 |