01What it is
These are the units Kaplan Professional Awards registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Kaplan Professional Awards. It does the teaching and the mapping. Kaplan Professional Awards sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
02The units
What each unit actually teaches you to do
Apply risk assessment to customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Analyse customer service processes for risk
- Assess customer service risks and take appropriate actions
- Understand how to apply risk assessment to customer service
Apply technology or other resources to improve customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Identify and specify opportunities for customer service improvement
- Evaluate options for applying technology or other resources to improve customer service
- Oversee the implementation of resource changes to improve customer service
- Understand how to apply technology or other resources to improve customer service
Buddy a colleague to develop their customer service skills Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan and prepare to buddy a colleague
- Support their buddy colleague on the job
- Provide buddy support off the job
- Understand how to buddy a colleague to develop their customer service skills
Build a customer service knowledge set Real unit · Kaplan Professional Awards
What you'll be able to do
- Input details of customer queries and requests and develop responses
- Use a customer service knowledge base
- Understand how to build a customer service knowledge set
Build and maintain effective customer relations Real unit · Kaplan Professional Awards
What you'll be able to do
- Establish effective customer relations
- Maintain and develop effective customer relations
- Understand how to build and maintain customer relations
Champion customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Promote the importance and benefits of customer service
- Provide advice and information on customer service issues
- Champion customer service
Communicate effectively with customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Deal with customers across a language divide Real unit · Kaplan Professional Awards
What you'll be able to do
- Prepare to deal with customers with a different first language
- Deal with customers who speak a different first language from their own
- Deal with customers across a language divide
Deal with customers face to face Real unit · Kaplan Professional Awards
What you'll be able to do
- Communicate effectively with their customer
- Improve the rapport with their customer through body language
- Understand how to deal with customers face to face
Deal with customers in writing or electronically Real unit · Kaplan Professional Awards
What you'll be able to do
- Use written or electronic communication effectively
- Plan and send an effective written or electronic communication
- Handle incoming written or electronic communications effectively
- Deal with customers in writing or electronically
Deal with customers using bespoke software Real unit · Kaplan Professional Awards
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Deal with incoming telephone calls from customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Use communication systems effectively
- Establish rapport with customers who are calling
- Deal effectively with customer questions and requests
- Deal with incoming telephone calls from customers
Deliver customer service on your customer’s premises Real unit · Kaplan Professional Awards
What you'll be able to do
- Establish a rapport with their customer
- Combine customer service with their other skills and expertise
- Deliver customer service on the customer’s premises
Deliver customer service to difficult customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Deliver customer service using service partnerships Real unit · Kaplan Professional Awards
What you'll be able to do
- Work effectively within a customer service chain
- Build and nurture positive relationships in a customer service chain
- Understand how to deliver customer service using service partnerships
Deliver reliable customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Prepare to deal with customers
- Give consistent service to customers
- Check customer service delivery
- Deliver reliable customer service
Deliver seamless customer service with a team Real unit · Kaplan Professional Awards
What you'll be able to do
- Build effective working relationships with colleagues
- Build effective relationships with service partners
- Understand how to deliver seamless customer service with a team
Demonstrate understanding of customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Follow their organisation’s accepted customer service language
- Apply customer service principles in their customer service role
- Understand the principles of customer service
Demonstrate understanding of the rules that impact on improvements in customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements
- Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
- Understand the rules that impact on improvements in customer service
Develop a customer service strategy for a part of an organisation Real unit · Kaplan Professional Awards
What you'll be able to do
- Research and evaluate their organisation’s business and customer service strategy
- Help to identify current and future best practice in customer service
- Identify and recommend the key features of a customer service strategy
- Understand how to develop a customer service strategy for an area
Develop customer relationships Real unit · Kaplan Professional Awards
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent
- Meet the expectations of their customers
- Develop the long-term relationship between their customer and their organisation
- Develop customer relationships
Develop personal performance through delivering customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Review performance in their customer service role
- Prepare a personal development plan and keep it up to date
- Undertake development activities and obtain feedback on their customer service performance
- Understand how to develop their personal performance through delivering customer service
Develop your own and others' customer service skills Real unit · Kaplan Professional Awards
What you'll be able to do
- Develop their own customer service skills
- Plan the coaching of others in customer service
- Coach others in customer service
- Understand how to develop their own and others’ customer service skills
Develop your own customer service skills through self-study Real unit · Kaplan Professional Awards
What you'll be able to do
- Find ways to learn more about customer service and their job
- Use sources of self-development to extend their customer service skills and knowledge
- Develop their own customer service skills through self-study
Gather, analyse and interpret customer feedback Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan to gather customer feedback
- Gather customer feedback
- Analyse and interpret customer feedback
- Understand how to gather, analyse and interpret customer feedback
Give customers a positive impression of yourself and your organisation. Real unit · Kaplan Professional Awards
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Go the extra mile in customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Distinguish between routine service standards and going the extra mile
- Check that your extra mile ideas are feasible
- Go the extra mile
- Go the extra mile in customer service
Handle referred customer complaints Real unit · Kaplan Professional Awards
What you'll be able to do
- Investigate referred customer complaints
- Take action to deal with referred customer complaints
- Identify repeated customer complaints and recommend changes to policies and procedures
- Understand how to handle referred customer complaints
Implement quality improvements to customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
- Understand how to implement quality improvements to customer service
Improve the customer relationship Real unit · Kaplan Professional Awards
What you'll be able to do
- Improve communication with their customers
- Balance the needs of their customer and their organisation
- Exceed customer expectations to develop the relationship
- Understand how to improve the customer relationship
Lead a team to improve customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan and organise the work of a team
- Provide support for team members
- Review performance of team members
- Understand how to lead a team to improve customer service
Live up to the customer service promise Real unit · Kaplan Professional Awards
What you'll be able to do
- Understand and explain the customer service promise
- Produce customer satisfaction by delivering the customer service promise
- Live up to the customer service promise
Maintain and develop a healthy and safe customer service environment Real unit · Kaplan Professional Awards
What you'll be able to do
- Assess the customer service environment for factors that affect health and safety
- Minimise risks to health and safety in the customer service environment
- Understand how to maintain a healthy, safe and effective working environment for customers and staff
Maintain customer service through effective handover Real unit · Kaplan Professional Awards
What you'll be able to do
- Agree joint responsibilities in a customer service team
- Check that customer service actions are seen through by working together with colleagues
- Understand how to maintain customer service through effective handover
Make customer service environmentally friendly and sustainable Real unit · Kaplan Professional Awards
What you'll be able to do
- Review and monitor environmental and sustainability aspects of customer service
- Promote environmental and sustainable aspects of customer service in their organisation
- Understand how to make customer service environmentally friendly and sustainable
Make customer service personal Real unit · Kaplan Professional Awards
What you'll be able to do
- Identify opportunities for making customer service personal
- Treat their customer as an individual
- Know and understand how to make customer service personal
Make telephone calls to customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan their calls effectively
- Use communication systems effectively
- Make focussed calls to their customer
- Make telephone calls to customers
Manage a customer service award programme Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan a customer service award programme
- Implement and manage a customer service award programme
- Understand how to manage a customer service award programme
Manage customer service performance Real unit · Kaplan Professional Awards
What you'll be able to do
- Monitor performance in customer service operations
- Take management actions to improve performance in customer service operations
- Understand how to manage customer service performance
Monitor and solve customer service problems Real unit · Kaplan Professional Awards
What you'll be able to do
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
- Understand how to monitor and solve customer service problems
Monitor the quality of customer service transactions Real unit · Kaplan Professional Awards
What you'll be able to do
- Prepare to monitor the quality of customer service transactions
- Monitor the quality of customer service transactions
- Give feedback on the quality of customer service transactions
- Understand how to monitor the quality of customer service transactions
Organise the delivery of reliable customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan and organise the delivery of reliable customer service
- Review and maintain customer service delivery
- Use recording systems to maintain reliable customer service
- Understand how to organise the delivery of reliable customer service
Organise the promotion of additional services or products to customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Offer additional services or products
- Organise support to promote use of additional services or products
- Monitor the promotion of additional services or products
- Understand how to organise and promote services or products to customers
Plan and organise the development of customer service staff Real unit · Kaplan Professional Awards
What you'll be able to do
- Identify customer service staff development and training needs
- Organise customer service development and training
- Understand how to plan and organise the development of customer service staff
Plan, organise and control customer service operations Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan customer service operations
- Supervise customer service operations
- Deal with problems relating to customer service operations
- Understand how to plan, organise and control customer service operations
Process customer service complaints Real unit · Kaplan Professional Awards
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint
- Deal with a complaint effectively
- Understand how to process customer service complaints
Process information about customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Collect information about customers
- Select and retrieve information about customers
- Supply information about customers
- Understand how to process customer service information
Promote additional services or products to customers Real unit · Kaplan Professional Awards
What you'll be able to do
- Identify additional services or products that are available
- Inform customers about additional services or products
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers
Promote continuous improvement Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service
- Review changes to promote continuous improvement
- Understand how to promote continuous improvement
Recognise diversity when delivering customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Respect customers as individuals and promote equality in customer service
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers
- Understand how to recognise diversity when delivering customer service
Resolve customer service problems Real unit · Kaplan Professional Awards
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Review and re-engineer customer service processes Real unit · Kaplan Professional Awards
What you'll be able to do
- Scope the customer service processes to be reviewed
- Analyse the customer service process and identify improvement opportunities
- Evaluate improvement options and re-engineer service processes
- Understand how to review and re-engineer customer service processes
Review the quality of customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Plan how to measure customer service
- Collect and analyse information on customer service
- Understand how to review the quality of customer service
Support customer service improvements Real unit · Kaplan Professional Awards
What you'll be able to do
- Use feedback to identify potential customer service improvements
- Implement changes in customer service
- Assist with the evaluation of changes in customer service
- Support customer service improvements
Support customers using on-line customer services Real unit · Kaplan Professional Awards
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service
- Support on-line customer service in conversation with their customer
- Understand how to support customers using on-line services
Support customers using self-service technology Real unit · Kaplan Professional Awards
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology
- Assist a customer using self-service technology
- Understand how to support customers using self-service technology
Use customer service as a competitive tool Real unit · Kaplan Professional Awards
What you'll be able to do
- Organise customer service to gain a competitive advantage
- Deliver a competitive service
- Understand how to use customer service as a competitive tool
Use questioning techniques when delivering customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Establish rapport and identify customer concerns
- Seek detailed information from customers using questioning techniques
- Understand how to use questioning techniques when delivering customer service
Work with others to improve customer service Real unit · Kaplan Professional Awards
What you'll be able to do
- Improve customer service by working with others
- Monitor their own performance when improving customer service
- Monitor team performance when improving customer service
- Understand how to work with others to improve customer service
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Champion customer service
- Standard
Deliver Seamless Customer Service with a Team
- Standard
Deliver customer service in an environmentally friendly and sustainable way
- Standard
Deliver reliable customer service
- Standard
Deliver seamless customer service with a team
- Standard
Develop a Strategy for Inspections or Reviews
- Standard
Develop a customer service strategy
- Standard
Develop a customer service strategy for a part of an organisation
- Standard
Give customers a positive impression of yourself and your organisation
- Standard
Handle Customer Complaints
- Standard
Handle referred customer complaints
- Standard
Improve the customer service relationship
- Standard
Maintain a healthy and safe environment for customers and colleagues
- Standard
Maintain customer service through handover procedures
- Standard
Manage Customer Service Performance
- Standard
Manage IT Service Delivery Performance Metrics
- Standard
Monitor and Improve IT Service Desk Performance
- Standard
Monitor and Solve Customer Service Problems
Showing 18 of 31 standards these units map to.
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
Where this can lead
Service Level Monitoring Analyst
This work can lead to roles such as Lead Service Level Monitoring Analyst or Service Level Monitoring Manager, overseeing larger monitoring functions or client accounts.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by Kaplan Professional Awards rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Apply risk assessment to customer serviceApply technology or other resources to improve customer serviceBuddy a colleague to develop their customer service skillsBuild a customer service knowledge setBuild and maintain effective customer relationsChampion customer serviceCommunicate effectively with customersDeal with customers across a language divide
Each one is a real unit registered against this qualification.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
KPA Level 3 NVQ Diploma in Customer Service
- Champion customer service
- Deliver Seamless Customer Service with a Team
- Deliver customer service in an environmentally friendly and sustainable way
- Deliver reliable customer service
- Develop a Strategy for Inspections or Reviews
- Develop a customer service strategy
- Develop a customer service strategy for a part of an organisation
- Give customers a positive impression of yourself and your organisation
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
This qualification is no longer awarded.
Ofqual lists it as no longer awarded, so it cannot be started today. The last day to be awarded it was 29 February 2016. It is here because people still hold it.
These are open to new learners in the same subject.
- City & Guilds Level 3 Diploma in Customer Service
- GQA Level 3 Diploma in Customer Service
- IMI Level 3 Diploma in Customer Service
- Pearson BTEC Level 3 Certificate for Customer Service Specialists
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.