Qualification summary

The aim of this qualification is to recognise learners’ achievements within the customer service environment. It is also for learners whose job role requires them to deliver continually improving service to customers. These learners may be in roles that carry a customer service specific job title, or their primary responsibility is to deliver excellent service to customers.

This qualification can also be used by learners who may not regard customer service as their primary responsibility, but recognise that customer service competencies are essential to complement their technical skills.

On completion of this qualification you could progress onto the following Skillsfirst qualifications:

• Level 3 Diploma in Business Administration (RQF)
• Level 3 Diploma in Team Management (RQF)
• Level 3 Diploma in Management (RQF)

Related Documents:

VTCT (Skillsfirst) Level 3 Diploma in Customer Service (RQF) Handbook

Qualification structure

A minimum total of 55 credits must be achieved to gain the qualification as follows:

All 31 credits must be achieved from the mandatory Group M.

A minimum of 15 credits must be achieved from Group A

A maximum of 9 credits can only be achieved from Group B

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

Total Qualification Time (TQT) is 550 hours

Minimum Guided Learning Hours (GLH) are 289

Qualification number	Qualification reference
CUSD3	601/3521/9

Group M – mandatory units

RQF unit no	Skillsfirst unit no	Unit title	Unit Level	Credit Value
D/506/1942	BUS59	Principles of business	3	10
L/506/2150	CUS25	Organise and deliver customer service	3	5
Y/506/2152	CUS26	Understand the customer service environment	3	5
J/506/2910	CUS27	Understand customers and customer retention	3	4
K/506/2169	CUS30	Resolve customers problems	3	4
T/506/2952	ML9	Manage personal and professional development	3	3

Group A – Optional units

RQF unit no	Skillsfirst unit no	Unit title	Unit Level	Credit Value
D/506/2119	CUS5	Communicate verbally with customers	2	3
T/506/2126	CUS6	Communicate with customers in writing	2	3
L/506/2133	CUS12	Promote additional products and/or services to customers	2	2
Y/506/2135	CUS14	Exceed customer expectations	2	3
T/506/2143	CUS15	Deliver customer service whilst working on customer’s premises	2	4
F/506/2159	CUS18	Deliver customer service to challenging customers	2	3
Y/506/2149	CUS19	Develop customer relationships	2	3
T/506/2160	CUS20	Support customer service improvements	2	3
A/506/2161	CUS21	Support customers through real-time online customer service	2	3
H/506/2977	CUS22	Support customers using self-service equipment	2	3
J/506/2163	CUS23	Use social media to deliver customer service	2	3
K/506/2978	CUS24	Provide post transaction customer service	2	5
Y/506/2166	CUS28	Develop resources to support consistency of customer service delivery	3	5
D/506/2167	CUS29	Use service partnerships to deliver customer service	3	3
R/506/2151	CUS31	Resolve customers’ complaints	3	4
D/506/2170	CUS32	Gather, analyse and interpret customer feedback	3	5
K/506/2172	CUS33	Monitor the quality of customer service interactions	3	5
D/506/2153	CUS35	Champion customer service	4	4
R/506/2179	CUS38	Build and maintain effective customer relations	4	6
L/506/2181	CUS40	Manage a customer service award programmes	4	4
Y/506/2183	CUS41	Manage the use of technology to improve customer service	4	4
D/506/2962	CUS42	Develop a social media strategy for customer service	4	5

Group B – Optional units

RQF unit no	Skillsfirst unit no	Unit title	Unit Level	Credit Value
L/506/1807	BUS13	Manage diary systems	2	2
H/506/1814	BUS19	Provide reception services	2	3
L/506/1869	BUS27	Contribute to the organisation of an event	2	3
M/506/1895	BUS35	Buddy a colleague to develop their skills	2	3
L/506/1905	BUS39	Employee rights and responsibilities	2	2
H/506/1912	BUS42	Negotiate in a business environment	3	4
D/503/0397	CC20	Lead direct sales activities in a contact centre team	3	4
K/503/0418	CC39	Manage incidents referred to a contact centre	3	6
J/502/4397	IT301	Bespoke Software	3	4
T/506/1820	ML10	Promote equality, diversity and inclusion in the workplace	3	3
A/506/1821	ML11	Manage team performance	3	4
J/506/1921	ML12	Manage individuals’ performance	3	4
M/506/1931	ML21	Collaborate with other departments	3	3
M/502/8587	SA207	Processing sales orders	2	2
F/502/8612	SA301	Negotiating, handling objections and closing sales	3	4
R/502/8615	SA302	Obtaining and analysing sales related information	3	4
K/502/8622	SA304	Buyer behaviour in sales situations	3	3

To find out more please, contact our customer services team on 0121 270 5100 or email us