Diploma in Customer Service

RQF  Level 3
UK Accreditation: 601/4883/4
Product Code: CS3D1


ITEC Qual ID: 2218
Unit Code Unit Level URN  
UBU52 Organise and deliver customer service Level 3 L/506/2150 compulsory
UBU53 Understand the customer service environment Level 3 Y/506/2152 compulsory
UBU54 Understand customers and customer retention Level 3 J/506/2910 compulsory
UBU55 Resolve customers' problems Level 3 K/506/2169 compulsory
UBU56 Principles of business Level 3 D/506/1942 compulsory
UBU57 Manage personal and professional development Level 3 T/506/2952 compulsory
UBU8 Communicate with customers in writing Level 2 T/506/2126 optional
UBU17 Processing sales orders Level 2 M/502/8587 optional
UBU24 Communicate verbally with customers Level 2 D/506/2119 optional
UBU26 Promote additional products and/or services to customers Level 2 L/506/2133 optional
UBU27 Exceed customer expectations Level 2 Y/506/2135 optional
UBU28 Deliver customer service whilst working on customers' premises Level 2 T/506/2143 optional
UBU31 Deliver customer service to challenging customers Level 2 F/506/2159 optional
UBU32 Develop customer relationships Level 2 Y/506/2149 optional
UBU33 Support customer service improvements Level 2 T/506/2160 optional
UBU34 Support customers through real-time online customer service Level 2 A/506/2161 optional
UBU35 Support customers using self-service equipment Level 2 H/506/2977 optional
UBU36 Use social media to deliver customer service Level 2 J/506/2163 optional
UBU37 Provide post-transaction customer service Level 2 K/506/2978 optional
UBU38 Resolve customers' complaints Level 3 R/506/2151 optional
UBU39 Gather, analyse and interpret customer feedback Level 3 D/506/2170 optional
UBU40 Manage diary systems Level 2 L/506/1807 optional
UBU41 Provide reception services Level 2 H/506/1814 optional
UBU42 Contribute to the organisation of an event Level 2 L/506/1869 optional
UBU43 Buddy a colleague to develop their skills Level 2 M/506/1895 optional
UBU44 Employee rights and responsibilities Level 2 L/506/1905 optional
UBU50 Negotiate in a business environment Level 3 H/506/1912 optional
UBU58 Develop resources to support consistency of customer service delivery Level 3 Y/506/2166 optional
UBU59 Use service partnerships to deliver customer service Level 3 D/506/2167 optional
UBU60 Monitor the quality of customer service interactions Level 3 K/506/2172 optional
UBU61 Champion customer service Level 4 D/506/2153 optional
UBU62 Build and maintain effective customer relations Level 4 R/506/2179 optional
UBU63 Manage a customer service award programme Level 4 L/506/2181 optional
UBU64 Manage the use of technology to improve customer service Level 4 Y/506/2183 optional
UBU65 Develop a social media strategy for customer service Level 4 D/506/2962 optional
UBU25 Bespoke software Level 3 J/502/4397 optional
UBU66 Promote equality, diversity and inclusion in the workplace Level 3 T/506/1820 optional
UBU67 Manage team performance Level 3 A/506/1821 optional
UBU68 Manage individuals' performance Level 3 J/506/1921 optional
UBU69 Collaborate with other departments Level 3 M/506/1931 optional
UBU70 Negotiating, handling objections and closing sales Level 3 F/502/8612 optional
UBU71 Obtaining and analysing sales-related information Level 3 R/502/8615 optional
UBU72 Buyer behaviour in sales situations Level 3 K/502/8622 optional
UBU73 Manage incidents referred to a contact centre Level 3 K/503/0418 optional
UBU74 Lead direct sales activities in a contact centre team Level 3 D/503/0397 optional