How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer The Institute of the Motor Industry has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and The Institute of the Motor Industry awards. A qualified assessor at the centre judges your evidence, and the certificate comes from The Institute of the Motor Industry.
01What it is
The IMI Level 3 Diploma develops customer service skills applicable across various industries. It includes units on business principles, verbal communication, and the use of social media. This qualification is suitable for individuals in administration roles.
These are the units The Institute of the Motor Industry 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 The Institute of the Motor Industry. It does the teaching and the mapping. The Institute of the Motor Industry sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
02The units
What each unit actually teaches you to do
Bespoke Software Real unit · The Institute of the Motor Industry
It teaches you to input and combine information accurately using bespoke software. They will create and modify data structures and utilise software functions to organise, process, and present information efficiently.
What you'll be able to do
- Input and combine information accurately using bespoke software
- Create and modify appropriate structures within the bespoke software to organise and retrieve information efficiently
- Exploit the functions of the software effectively to process and present information in a clear and concise manner
Buddy a colleague to develop their skills Real unit · The Institute of the Motor Industry
This unit covers the role of a buddy in supporting colleague skills development. You'll plan and deliver buddying programmes, providing guidance and feedback to support professional growth.
What you'll be able to do
- Understand the role and responsibilities of a buddy in supporting a colleague's skills development.
- Plan a buddying programme to support a colleague's development needs.
- Support a buddy colleague effectively while they are carrying out their work activities, providing guidance and feedback.
Build and maintain effective customer relations Real unit · The Institute of the Motor Industry
You'll explore techniques for building and maintaining effective customer relationships, recognising their benefits for organisations. The unit covers developing rapport, assessing relationship scope, and reviewing improvements to enhance customer loyalty.
What you'll be able to do
- Understand the importance of building effective relationships with customers
- Understand the techniques used to build effective relationships with customers
- Determine the scope for building effective relationships with customers, considering organisational policies and customer needs
- Develop effective relationships with customers through appropriate communication and interaction
- Review and improve relationships with customers based on feedback and performance data
Buyer behaviour in sales situations Real unit · The Institute of the Motor Industry
This unit provides knowledge of buyer behaviour models and their impact on the sales cycle. You'll adapt communication and questioning styles to respond appropriately at each stage of the buyer's decision-making process.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle
- Respond to the buyer at each stage of the decision making process
Champion customer service Real unit · The Institute of the Motor Industry
You'll explore the importance of championing customer service within organisations, including its impact on customer satisfaction and loyalty. The unit covers identifying areas for improvement and promoting a customer-focused culture.
What you'll be able to do
- Understand the importance of championing customer service within an organisation and its impact on customer satisfaction and loyalty.
- Identify the scope for improvements to customer service processes and procedures.
- Champion customer service by promoting a customer-focused culture and advocating for customer needs.
Collaborate with other departments Real unit · The Institute of the Motor Industry
You'll explore the benefits and challenges of collabouration between departments within an organisation. They will develop skills to identify opportunities for collabouration and communicate effectively to enhance problem-solving and decision-making.
What you'll be able to do
- Understand the benefits of collaboration between departments within an organisation
- Understand the potential barriers to effective collaboration between departments
- Identify opportunities for collaboration with other departments to improve organisational effectiveness
- Communicate effectively with colleagues from other departments
- Contribute to collaborative projects with other departments
Communicate verbally with customers Real unit · The Institute of the Motor Industry
This unit focuses on effective verbal communication with customers, emphasising active listening, questioning techniques, and non-verbal communication. You'll learn to use appropriate language and tone in customer interactions.
What you'll be able to do
- Understand the principles of effective verbal communication with customers, including active listening and questioning techniques.
- Use appropriate customer service language and communication skills to interact with customers in a professional and helpful manner.
Communicate with customers in writing Real unit · The Institute of the Motor Industry
You'll develop an understanding of effective written communication with customers, focusing on tone, style, clarity, and format. They will learn to plan and compose written communications that convey information appropriately.
What you'll be able to do
- Understand the principles of effective written communication with customers, including tone, style, and clarity.
- Plan written communications to customers, considering the purpose, audience, and desired outcome.
- Communicate with customers in writing, using appropriate language and format to convey information effectively.
Contribute to the organisation of an event Real unit · The Institute of the Motor Industry
This unit provides knowledge of effective event organisation, including planning, logistics, and risk management. You'll contribute to pre-event, set-up, and post-event actions to ensure successful event delivery.
What you'll be able to do
- Understand the key considerations for effective event organisation, including planning, logistics, and risk management
- Carry out pre-event actions, such as venue booking, marketing, and delegate registration
- Set up an event, ensuring all necessary equipment and resources are in place
- Carry out post-event actions, such as evaluation, reporting, and thank you communications
Deliver customer service to challenging customers Real unit · The Institute of the Motor Industry
You'll learn to deliver customer service to challenging customers. The unit covers identifying challenging behaviours, understanding causes, de-escalating situations, and resolving issues using effective communication techniques.
What you'll be able to do
- Understand the characteristics and behaviours of challenging customers
- Understand the potential causes of challenging customer behaviour
- Understand the importance of maintaining a professional and calm demeanour when dealing with challenging customers
- Use effective communication techniques to de-escalate challenging situations
- Resolve customer complaints and issues in a fair and timely manner
- Know when to escalate a challenging customer situation to a supervisor or manager
Deliver customer service whilst working on customers’ premises Real unit · The Institute of the Motor Industry
This unit covers delivering customer service while working on customers’ premises, including health and safety, security protocols, and risk identification. You'll learn to adapt communication styles appropriately in different environments.
What you'll be able to do
- Understand the specific requirements for delivering customer service whilst working on customers’ premises, including health and safety and security protocols
- Understand how to adapt customer service techniques to different customer environments
- Deliver customer service effectively and professionally whilst working on customers’ premises
- Address customer needs and resolve issues efficiently whilst working on customers’ premises
Develop a social media strategy for customer service Real unit · The Institute of the Motor Industry
This unit covers the development of a customer service social media strategy aligned with organisational goals. You'll analyse benefits and risks, identify platforms, define target audiences, and establish monitoring procedures.
What you'll be able to do
- Understand the development of a customer service social media strategy, including its purpose and key components
- Develop a customer service social media strategy that aligns with organisational goals
- Promote the benefits of social media networking to customer service teams and stakeholders
Develop customer relationships Real unit · The Institute of the Motor Industry
It teaches you to understand and develop strong customer relationships. They will explore the customer relationship lifecycle, build rapport and trust, and communicate effectively to meet customer needs and enhance loyalty.
What you'll be able to do
- Understand the importance of developing strong customer relationships for business success
- Understand the different stages of the customer relationship lifecycle
- Understand the techniques for building rapport and trust with customers
- Communicate effectively with customers to understand their needs and expectations
- Provide excellent customer service to build customer loyalty
- Identify opportunities to develop and strengthen relationships with customers
Develop resources to support consistency of customer service delivery Real unit · The Institute of the Motor Industry
You'll understand how knowledge resources support consistent customer service delivery. They will develop and maintain customer service knowledge bases and resource materials to improve customer satisfaction and reduce service errors.
What you'll be able to do
- Understand how knowledge resources are used to support consistent customer service delivery
- Understand the principles of creating and maintaining a customer service knowledge base
- Create and maintain a customer service knowledge base, ensuring information is accurate and up-to-date
- Develop customer service resource materials, such as FAQs and training guides
- Ensure that customer service resource materials are accessible and easy to use
Employee rights and responsibilities Real unit · The Institute of the Motor Industry
This unit provides learners with an understanding of employee rights and responsibilities, including the roles of organisations involved in employment law. You'll explore employers' expectations and employees' obligations within the workplace.
What you'll be able to do
- Understand the roles of organisations and industries in relation to employment law
- Understand employers’ expectations regarding employee conduct and performance
- Understand employees’ rights and obligations under employment law
- Understand sources of information and advice on employment rights and responsibilities
Exceed customer expectations Real unit · The Institute of the Motor Industry
This unit covers the importance of exceeding customer expectations in delivering excellent customer service. You'll explore techniques to consistently meet and surpass customer needs, understanding the benefits such as increased loyalty and positive referrals.
What you'll be able to do
- Understand the importance of exceeding customer expectations in delivering excellent customer service
- Understand techniques for identifying and meeting customer needs and going above and beyond to provide exceptional service
- Exceed customer expectations by providing a high level of service that meets and surpasses their needs and requirements
Gather, analyse and interpret customer feedback Real unit · The Institute of the Motor Industry
You'll understand the significance of gathering, analysing, and interpreting customer feedback to improve service. They will plan and execute feedback collection using appropriate methods and recommend improvements based on analysed data.
What you'll be able to do
- Understand the importance of gathering, analysing, and interpreting customer feedback to improve customer service
- Understand different methods for collecting customer feedback, including surveys, focus groups, and online reviews
- Plan the collection of customer feedback on customer service issues, selecting appropriate methods and target audiences
- Gather customer feedback using a variety of methods, ensuring that data is collected accurately and ethically
- Analyse and interpret customer feedback to identify trends, patterns, and areas for improvement
- Recommend improvements to customer service based on the analysis of customer feedback
Lead direct sales activities in a contact centre team Real unit · The Institute of the Motor Industry
It teaches you to lead direct sales activities within a contact centre, including demonstrating sales techniques and achieving targets. You'll analyse sales data, lead teams, and understand sales processes in the contact centre environment.
What you'll be able to do
- Carry out sales activities in a contact centre, adhering to organisational procedures and targets
- Analyse contact centre sales data to identify trends and areas for improvement
- Lead a team involved in direct sales activities in a contact centre, providing guidance and support
- Motivate a team to achieve sales targets in a contact centre environment
- Understand the different types of sales activities undertaken in a contact centre team
- Understand the importance of data protection and confidentiality in a contact centre environment
Manage a customer service award programme Real unit · The Institute of the Motor Industry
You'll understand the principles and management of customer service award programmes, including planning and implementation. The unit covers ensuring fairness, transparency, and objectivity throughout the programme stages.
What you'll be able to do
- Understand the key principles involved in the management of a customer service award programme
- Understand the requirements for a successful customer service award programme
- Plan the different stages of a customer service award programme, including setting objectives and timelines
- Manage the implementation of a customer service award programme, ensuring adherence to planned activities and timelines
Manage diary systems Real unit · The Institute of the Motor Industry
You'll gain knowledge of different diary systems, their features, and functions, including electronic and paper-based formats. The unit covers maintaining accurate records and scheduling appointments to enhance organisational efficiency.
What you'll be able to do
- Understand the features and functions of different diary systems
- Understand the importance of maintaining accurate and up-to-date diary records
- Schedule appointments and meetings using a diary system
- Manage and update diary entries effectively
Manage incidents referred to a contact centre Real unit · The Institute of the Motor Industry
This unit equips learners with skills to manage incidents reported to a contact centre. They will follow procedures for recording, escalating incidents, and provide guidance to colleagues on incident management best practices.
What you'll be able to do
- Manage incidents effectively through a contact centre, following established procedures
- Provide support to colleagues on incident management in a contact centre environment
- Understand how to manage incidents reported to a contact centre, including escalation procedures
Manage individuals’ performance Real unit · The Institute of the Motor Industry
This unit covers the management of individual performance, focusing on underperformance. You'll understand organisational policies, identify causes of underperformance, and apply methods to address and improve performance effectively.
What you'll be able to do
- Understand the organisation's policies and procedures for managing underperformance in the workplace
- Understand the potential causes of underperformance and how to address them
- Monitor and evaluate individuals' performance against agreed targets and standards
- Provide constructive feedback and support to individuals to improve their performance
- Implement formal performance management procedures where necessary
Manage personal and professional development Real unit · The Institute of the Motor Industry
You'll be able to identify personal and professional development needs through self-assessment and feedback. The unit covers creating, fulfilling, and maintaining relevant development plans with clear objectives and timescales.
What you'll be able to do
- Identify personal and professional development requirements based on self-assessment and feedback
- Create a personal and professional development plan with clear objectives and timescales
- Fulfil a personal and professional development plan through appropriate learning activities and experiences
- Maintain the relevance of a personal and professional development plan by regularly reviewing progress and updating objectives
Manage team performance Real unit · The Institute of the Motor Industry
You'll learn to manage team performance by setting objectives, allocating work, assuring quality, and managing communications. The unit covers principles of performance management and techniques to address performance issues.
What you'll be able to do
- Understand the principles of effective team performance management, including setting objectives, providing feedback, and addressing performance issues
- Allocate work to team members, taking into account their skills and experience
- Assure the quality of work produced by the team, providing guidance and support as needed
- Manage communications within a team, ensuring that information is shared effectively and that team members are kept informed
Manage the use of technology to improve customer service Real unit · The Institute of the Motor Industry
It teaches you to understand how technology can improve customer service delivery. You'll identify opportunities for technological enhancements, evaluate options, and implement changes to improve customer satisfaction.
What you'll be able to do
- Understand how to manage the use of technology to enhance and improve customer service delivery.
- Identify opportunities for customer service improvement through the effective application of technology.
- Implement changes in technology to improve customer service processes and outcomes.
Monitor the quality of customer service interactions Real unit · The Institute of the Motor Industry
This unit covers the importance of monitoring customer service interactions to maintain satisfaction and consistency. You'll prepare for and conduct monitoring activities, using appropriate methods to identify areas for improvement and provide constructive feedback.
What you'll be able to do
- Understand the importance of monitoring the quality of customer service interactions
- Understand the different methods used to monitor the quality of customer service interactions
- Prepare for monitoring customer service interactions, including identifying key performance indicators (KPIs)
- Monitor customer service interactions using appropriate methods
- Provide feedback to customer service staff based on monitoring results
Negotiate in a business environment Real unit · The Institute of the Motor Industry
You'll explore the principles of negotiation, preparation techniques, and negotiation styles. They will develop skills to plan and conduct business negotiations effectively using appropriate strategies and communication methods.
What you'll be able to do
- Understand the principles underpinning negotiation, including different negotiation styles and strategies
- Prepare effectively for business negotiations, including gathering information and setting objectives
- Carry out business negotiations, using appropriate communication and negotiation techniques
Negotiating, handling objections and closing sales Real unit · The Institute of the Motor Industry
This unit provides learners with knowledge and skills to handle customer objections, negotiate favourable outcomes, and close sales successfully. You'll prepare for objections, apply negotiation techniques, and understand the importance of rapport building.
What you'll be able to do
- Understand how to handle objections effectively and negotiate favourable outcomes with customers.
- Prepare thoroughly for potential objections and negotiation scenarios with customers.
- Handle customer objections in a professional and constructive manner.
- Negotiate with customers to reach mutually agreeable solutions.
- Close the sale successfully following negotiation, securing the customer's commitment.
Obtaining and analysing sales-related information Real unit · The Institute of the Motor Industry
You'll learn to obtain and analyse sales-related information about customers, markets, and competitors. The unit covers the use of various tools and methods to inform business decisions effectively.
What you'll be able to do
- Understand the different uses of sales-related information within an organisation
- Understand a range of tools and methods used to analyse sales-related information
- Obtain sales-related information about customers, markets and competitors using appropriate methods
- Use tools and methods to analyse sales-related information to identify trends and patterns
Organise and deliver customer service Real unit · The Institute of the Motor Industry
You'll explore how to organise and plan customer service delivery within an organisation. The unit covers resource management, performance indicators, and the delivery of customer service to meet customer needs effectively.
What you'll be able to do
- Understand how to organise customer service delivery within an organisation
- Plan the delivery of customer service to meet customer needs
- Deliver customer service in line with organisational procedures
Principles of business Real unit · The Institute of the Motor Industry
You'll gain an understanding of fundamental business principles, including market characteristics, innovation, financial management, budgeting, and sales and marketing. The unit enables analysis of how these factors influence business operations and decision-making.
What you'll be able to do
- Understand the characteristics of different business markets and their impact on business operations.
- Understand the importance of business innovation and growth strategies for long-term success.
- Understand the principles of financial management, including profitability, liquidity, and solvency.
- Understand the process of business budgeting and its role in financial planning and control.
- Understand the key elements of sales and marketing and their contribution to business performance.
Processing sales orders Real unit · The Institute of the Motor Industry
You'll understand the sales order process from input to completion. They will develop skills to process orders accurately and efficiently, maintain records, and follow up to ensure customer satisfaction, adhering to organisational procedures.
What you'll be able to do
- Understand how to process and follow up sales orders
- Process sales orders accurately and efficiently
- Follow up sales order processing to ensure customer satisfaction
Promote additional products and/or services to customers Real unit · The Institute of the Motor Industry
You'll gain knowledge of promoting additional products and services to customers, including identifying customer needs and ethical considerations. They will develop skills to tailor promotional approaches to individual customer preferences.
What you'll be able to do
- Understand the principles and techniques involved in promoting additional products and/or services to existing customers.
- Promote additional products and/or services to customers, tailoring the approach to individual needs and preferences.
Promote equality, diversity and inclusion in the workplace Real unit · The Institute of the Motor Industry
This unit provides knowledge of organisational policies, procedures, and legal requirements relating to equality, diversity, and inclusion. You'll learn to support these principles and challenge discrimination within the workplace.
What you'll be able to do
- Understand the organisational policies and procedures relating to equality, diversity and inclusion in the workplace
- Understand the legal requirements relating to equality, diversity and inclusion in the workplace
- Understand the personal responsibilities relating to equality, diversity and inclusion in the workplace
- Support equality, diversity and inclusion in the workplace through own actions
- Challenge discriminatory behaviour in the workplace
Provide post-transaction customer service Real unit · The Institute of the Motor Industry
You'll understand the importance of post-transaction customer service in building loyalty. They will develop skills to provide effective post-transaction support, resolve issues, and follow up to ensure customer satisfaction.
What you'll be able to do
- Understand the importance of post-transaction customer service in building customer loyalty
- Provide post-transaction customer service effectively, addressing customer needs and resolving issues
Provide reception services Real unit · The Institute of the Motor Industry
You'll gain knowledge and skills to provide professional reception services. The unit covers the purpose and importance of reception, handling visitors and calls, and managing appointments to create positive first impressions.
What you'll be able to do
- Understand the purpose and importance of reception services in an organisation
- Understand the different types of reception services that may be required
- Greet visitors and direct them to the appropriate person or department
- Handle telephone calls and messages in a professional and efficient manner
- Manage appointments and meeting room bookings
- Maintain a clean and organised reception area
Resolve customers’ complaints Real unit · The Institute of the Motor Industry
This unit focuses on monitoring and resolving customer complaints, including understanding organisational processes and key performance indicators. You'll learn to manage complaints professionally and implement appropriate solutions.
What you'll be able to do
- Understand the processes for monitoring customers’ complaints within the organisation
- Understand the procedures for resolving customers’ complaints effectively
- Deal with customers’ complaints in a professional and timely manner
- Implement solutions to resolve customers’ complaints
Resolve customers’ problems Real unit · The Institute of the Motor Industry
This unit covers monitoring and resolving customer problems to improve service quality. You'll learn to follow organisational procedures, analyse data to identify recurring issues, and implement effective solutions.
What you'll be able to do
- Understand the importance of monitoring customer problems
- Understand procedures for resolving customer problems effectively
- Identify and assess customers’ problems
- Implement solutions to resolve customers’ problems
Support customer service improvements Real unit · The Institute of the Motor Industry
You'll understand how to support customer service improvements by identifying potential enhancements and assisting with their implementation. The unit covers methods for gathering feedback and engaging stakeholders.
What you'll be able to do
- Understand how to support customer service improvements within an organisation
- Identify the potential for improvements to customer service processes and procedures
- Support the implementation of improvements to customer service, contributing to a positive customer experience
Support customers through real-time online customer service Real unit · The Institute of the Motor Industry
You'll study the principles of effective real-time online customer support and relevant organisational policies. They will develop skills to identify customer needs accurately and provide appropriate online service in real time.
What you'll be able to do
- Understand the principles of providing effective customer support through real-time online channels
- Understand the organisation's policies and procedures for online customer service
- Accurately identify the specific customer service support required by individual customers
- Provide real-time online customer service that meets customer needs and expectations
Support customers using self-service equipment Real unit · The Institute of the Motor Industry
This unit equips learners with knowledge of supporting customers using self-service equipment, including common issues and troubleshooting techniques. You'll learn to observe customer needs and provide clear assistance for effective equipment use.
What you'll be able to do
- Understand how to support customers using self-service equipment, including common issues and troubleshooting techniques.
- Identify the specific help needed by customers using self-service equipment through observation and questioning.
- Help customers to use self-service equipment effectively and efficiently, providing clear instructions and guidance.
Understand customers and customer retention Real unit · The Institute of the Motor Industry
This unit provides an understanding of Customer Relationship Management (CRM) systems and their role in improving customer service and retention. You'll explore CRM principles, benefits, and methods to measure customer satisfaction.
What you'll be able to do
- Understand the principles and purpose of Customer Relationship Management (CRM) systems
- Understand how CRM systems can be used to improve customer service and retention
- Understand the importance of customer retention for organisational success
- Understand the strategies and techniques used to improve customer retention
- Understand the methods used to measure customer satisfaction, such as surveys and feedback forms
- Understand how customer satisfaction data can be used to improve customer service and retention
Understand the customer service environment Real unit · The Institute of the Motor Industry
You'll gain a comprehensive understanding of the customer service environment, including key concepts, service standards, and the impact on brand reputation. They will also study organisational structures and relevant legislation affecting service delivery.
What you'll be able to do
- Understand the concepts and practices underpinning customer service delivery, including customer expectations and service standards
- Understand the relationship between customer service and a brand, including how customer service impacts brand reputation
- Understand the structure of customer service within an organisation, including different roles and responsibilities
- Understand the implications of legislation on customer service delivery, including data protection and consumer rights
Use service partnerships to deliver customer service Real unit · The Institute of the Motor Industry
This unit covers the use of service partnerships in customer service delivery, including their benefits and challenges. You'll learn to build and maintain effective relationships within partnerships and deliver customer service collabouratively.
What you'll be able to do
- Understand the use of a service partnership in customer service delivery, including the benefits and challenges
- Understand ways of building relationships within a customer service partnership, including communication and collaboration techniques
- Deliver customer service effectively within a customer service partnership, adhering to agreed service levels
Use social media to deliver customer service Real unit · The Institute of the Motor Industry
You'll understand the role of social media in business customer service, including benefits, risks, and alignment with business objectives. The unit covers identifying platforms and communicating effectively with customers via social media channels.
What you'll be able to do
- Understand the role of social media within a business environment
- Understand the different social media platforms used in business
- Communicate with customers using social media channels
- Respond to customer enquiries and complaints via social media
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
Build and maintain customer relations
- Standard
Deliver brand promise using social media
- Standard
Deliver customer service to challenging customers
- Standard
Gather, analyse and interpret customer feedback
- Standard
Manage incidents and emergencies in a contact centre
- Standard
Monitoring and Control of Relationship Management Activities
- Standard
Resolve customer payment queries and disputes
- Standard
Respond to complaints and resolve problems within your organisational service standards
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.
- 2 records
- 2 records
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 44 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Corporate Receptionist
This work can lead into managing a reception team, supervising several sites, or specialising in workplace experience.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by The Institute of the Motor Industry 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
Bespoke SoftwareBuddy a colleague to develop their skillsBuild and maintain effective customer relationsBuyer behaviour in sales situationsChampion customer serviceCollaborate with other departmentsCommunicate verbally with customersCommunicate with customers in writing
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Gather, analyse and interpret customer feedback”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Buyer behaviour in sales situations” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Manage a customer service award programme” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Map a live decision Analyse
“Manage diary systems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
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.
IMI Level 3 Diploma in Customer Service
- Build and maintain customer relations
- Deliver brand promise using social media
- Deliver customer service to challenging customers
- Gather, analyse and interpret customer feedback
- Manage incidents and emergencies in a contact centre
- Monitoring and Control of Relationship Management Activities
- Resolve customer payment queries and disputes
- Respond to complaints and resolve problems within your organisational service standards
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit enables learners to input and combine information accurately using bespoke software. They will create and modify data structures and utilise software functions to organise, process, and present information efficiently.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for IMI Level 3 Diploma in Customer Service
45 units in this credential, in the order it lists them, awarded by The Institute of the Motor Industry.
- Bespoke Software
- Buddy a colleague to develop their skills
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Collaborate with other departments
and 39 more in the full unit list below.
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.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
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.