Level 3 Diploma for Customer Service Specialists - (2794-03)
Issued by
City & Guilds
The qualification is for anyone who is involved in any customer specialist role, such as customer service manager, customer service team leader and customer service executive. These could be in any types of environment including contact centres, retail, web chat, service industry or any customer service point. As part of the role the customer specialist acts as a point of contact to support customers, colleagues with complex requests, complaints. Qualification Accreditation Number: 603/3641/9.
Skills
- Brand, image and reputation
- Business knowledge and understanding in a customer service environment
- Customer service legislation, regulation, policies and procedures
- Developing Self
- Effective Team Working
- Handling and resolving complex customer service issues
- Improvement to customer service delivery
- Specialist customer service knowledge and skills
Earning Criteria
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This individual has achieved unit 301 Developing self. They are able to: Understand the process required in improving personal and professional development interms of own industry, prepare a personal development plan, based on self-assessment.
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This individual has achieved unit 302 Customer service legislation, regulation, policies and procedures. They are able to: Understand the influence and impact of legislation, regulation and organisational factors onown customer service delivery, support equality, diversity and inclusion in own delivery of customer service.
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This individual has achieved unit 303 Effective team working. They are able to: Understand a range of leadership styles in own customer service environment, understand the benefits of working collaboratively with colleagues within own organisation, work with colleagues at various levels in own organisation to achieve results.
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This individual has achieved unit 304 Brand, image and reputation. They are able to: Understand the importance of own contribution to organisation’s brand and links to customerloyalty, retention and satisfaction, behave in a way that represents own organisation’s brand, values and beliefs.
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This individual has achieved unit 305 Business knowledge and understanding in a customer serviceenvironment. They are able to: Understand own organisation’s current business strategy, environment and culture and theirimpact on customer service delivery, understand the impact own service provision has on the wider organisation and the value it adds, understand own organisational structure and the role each department needs to play indelivering customer service.
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This individual has achieved unit 306 Specialist customer service knowledge and skills. They are able to: Understand how to adapt to the emotions, behaviours and expectations of own customers, use a range of communication channels to support a positive customer outcome(s), use advanced communication skills to reach mutually beneficial outcomes.
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This individual has achieved unit 307 Handling and resolving complex customer service issues. They are able to: Deal with escalation and/or referrals in line with own organisation’s policy, build and maintain a positive relationship with customers when handling complex and challenging issues.
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This individual has achieved unit 308 Improvement to customer service delivery. They are able to: Interpret customer feedback gathered using a variety of methods, understand the need for continuous service related improvement(s) including organisationalimplementation procedures, recommend a service related improvement(s).