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Certificate in Customer Service (Level 3)

Course Overview

Customer Services Course Online

Customer Services Course Online, offers exceptionally valuable insights and teachings for anyone working with clients or customers in any capacity.  Now more than ever, the importance of outstanding customer service standards is acknowledged and understood by every successful business across every industry and sector.  Those armed with recognized customer service qualifications may therefore find their career prospects blown wide open.

This outstandingly comprehensive course goes far beyond customer service basics to expand candidates’ knowledge of what it is customers expect and how to exceed their expectations every time. Today, quality customer service is not about meeting demands, but rather pre-empting demands and providing answers or solutions without being prompted. The very mark of a successful business and a leading customer service professional is one that knows how to delight its customers without having to ask. Customer Service Course Online , introduces candidates to the essential principles of implementing outstanding customer service strategies, the importance of communication in customer service delivery and the potential for even the most challenging customers to be transformed into advocates for the brand or business.

In terms of career prospects, almost every business spanning every industry and sector is in some way required to deliver exceptional customer service. Along with seeking employment or advancement in a customer service capacity, successful candidates may also explore the possibility of training, coaching and supervising customer service teams in various capacities

Course Syllabus

Customer Service Certificate Online: Key Topics

This Customer Service Certificate Online consists of the following six units:

Unit 1 – The Importance of Customer Service

The first unit of the course introduces the core components of high quality customer service, breaking the concept of customer service down into its core elements and components.  Candidates begin to build an understanding of the relationship between customer satisfaction and business success.

Unit 2 – Identifying Customer Needs

In this unit, course content focuses on the identification of customer needs, guiding candidates through the process of assessing exactly what it is customers are looking for/expect.  The concept of understanding a target audience to pre-empt its expectations is also introduced.

Unit 3 – Developing Customer Service Strategies

The third unit explores the planning and implementation of the workable customer service strategy, which is established in conjunction with all team members at all levels.  Candidates are also introduced to the concepts of business vision and mission statements, in the context of customer care provision.

Unit 4 – Maintaining Service Excellence

In the fourth unit, the course moves onto the maintenance of customer service standards by way of introducing, training and coaching all employees in accordance with the brand’s customer service strategy.  Candidates are also introduced to customer service strategy as a marketing tool.

Unit 5 – Training for Customer Service

This unit looks more closely at training and development opportunities and objectives in the context of further improving customer service.  The unit covers the identification and establishment of training and development objectives along with the various methods of training available.

Unit 6 – Dealing with Difficult Customers

In the final unit, candidates gain essential insights into the professional and proactive management of difficult customers, with the aim of changing every negative instance into a positive for the business.  Content covers customer behaviour, evaluating customer value and approaching customer service challenges.

Fee & Payment Options

Paying in Instalments: £395 (Interest FREE Instalments)

Deposit: £95

No of Instalments: 12

Each Instalment: £25

Pay in Full: (£80 Discount) £315


At the end of this course successful learners will receive a Certificate of Achievementfrom ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme.  This means that Brentwood open learning college has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner. 

The course itself has been designed by Brentwood open learning college to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met.  A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

Career Path

Customer service is a uniquely diverse career path, which extends to largely every industry across private and public sectors alike. With your new qualification, you’ll be in an ideal position to apply for roles such as customer service representative, sales associate, team leader, customer relations manager and many more, with salaries ranging between £17,000 and £35,000. 

Who Should Take This Course?
  • Candidates interested in customer service careers
  • Existing customer service agents pursuing promotion
  • Business owners and team leaders interested in personal-development
  • Anyone looking to step up to a position in management
  • Candidates interested in improving interpersonal skills
  • Current workers looking to build better communication skills  

Related Links:

Diploma in Customer Services (Level 4)

Certificate in Customer Services (Level 2)

Certificate in Customer Services (Level 1)

Course Level
Level 3

Awarding Body
ABC Awards

Study Method
Online Learning

Course Duration
200 Hours Approx.

Entry Requirements
No entry requirement.

Start Date

  • Learn how to identify and exceed customer expectations
  • Explore training and development strategies for enhancing customer service
  • Learn about customer service strategies as part of a wider brand vision
  • Study effective techniques for dealing with difficult customers
  • Find out how to turn negative customer experiences into positives 

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Pay Online

Course Cost

£ 315

£ 395

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