Innovate Awarding · RQF Level 3
IAO Level 3 Diploma In Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits55
- Guided learning289 hours
- Units in this qualification42
Awarded by Innovate Awarding · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units Innovate Awarding 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, and every one you earn is yours to keep.
Buddy a colleague to develop their skillsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to buddy a colleague
- Plan to buddy a colleague
- Support a buddy colleague carrying out work activities
Build and maintain effective customer relationsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to build effective relationships with customers
- Determine the scope for building effective relationships with customers
- Develop effective relationships with customers
- Review and improve relationships with customers
Buyer behaviour in sales situationsReal unit · Innovate Awarding
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle and customer interactions
- Respond appropriately to the buyer at each stage of their decision-making process
Champion customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand how to champion customer service
- Identify the scope for improvements to customer service
- Champion customer service
Communicate verbally with customersReal unit · Innovate Awarding
What you'll be able to do
- Understand how to communicate verbally with customers
- Use customer service language to communicate with customers
Communicate with customers in writingReal unit · Innovate Awarding
What you'll be able to do
- Understand how to communicate with customers in writing
- Plan written communications to customers
- Communicate with customers in writing
Contribute to the organisation of an eventReal unit · Innovate Awarding
What you'll be able to do
- Understand event organisation
- Carry out pre-event actions
- Set up an event
- Carry out post-event actions
Deliver customer service to challenging customersReal unit · Innovate Awarding
What you'll be able to do
- Understand the delivery of customer service to challenging customers
- Deal with challenging customers
Deliver customer service whilst working on customers’ premisesReal unit · Innovate Awarding
What you'll be able to do
- Understand how to deliver customer service whilst working on customers’ premises
- Deliver customer service whilst working on customers’ premises
Develop a social media strategy for customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand the development of a customer service social media strategy
- Develop a customer service social media strategy
- Promote the benefits of social media networking to customer service
Develop customer relationshipsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to develop customer relationships
- Develop relationships with customers
Develop resources to support consistency of customer service deliveryReal unit · Innovate Awarding
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery
- Create and maintain a customer service knowledge base
- Develop customer service resource materials
Exceed customer expectationsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to exceed customer expectations
- Exceed customer expectations
Gather, analyse and interpret customer feedbackReal unit · Innovate Awarding
What you'll be able to do
- Understand how to gather, analyse and interpret customer feedback
- Plan the collection of customer feedback on customer service issues
- Gather customer feedback
- Analyse and interpret customer feedback to recommend improvements
Lead direct sales activities in a contact centre teamReal unit · Innovate Awarding
What you'll be able to do
- Carry out direct sales activities effectively in a contact centre environment
- Analyse contact centre sales data to identify trends and opportunities
- Lead a team involved in direct sales activities within a contact centre, providing guidance and support
- Understand the various sales activities that take place within a contact centre team
Manage a customer service award programmeReal unit · Innovate Awarding
What you'll be able to do
- Understand the management of a customer service award programme
- Plan a customer service award programme
- Manage a customer service award programme
Manage diary systemsReal unit · Innovate Awarding
What you'll be able to do
- Understand the management of diary systems
- Manage diary systems
Manage incidents referred to a contact centreReal unit · Innovate Awarding
What you'll be able to do
- Manage incidents through a contact centre
- Provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
Manage personal and professional developmentReal unit · Innovate Awarding
What you'll be able to do
- Identify personal and professional development requirements
- Fulfil a personal and professional development plan
- Maintain the relevance of a personal and professional development plan
Manage the use of technology to improve customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand how to manage the use of technology to improve customer service
- Identify opportunities for customer service improvement through the use of technology
- Implement changes in technology to improve customer service
Monitor the quality of customer service interactionsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to monitor the quality of customer service interactions
- Prepare to monitor the quality of customer service interactions
- Monitor the quality of customer service interactions
Negotiating, handling objections and closing salesReal unit · Innovate Awarding
What you'll be able to do
- Understand how to handle objections and negotiate with customers effectively to achieve sales targets
- Prepare thoroughly for potential objections and negotiation scenarios with customers
- Handle customer objections professionally and persuasively during the sales process
- Negotiate effectively with customers to reach mutually beneficial agreements
- Close the sale successfully following negotiation, securing the customer's commitment
Obtaining and analysing sales-related informationReal unit · Innovate Awarding
What you'll be able to do
- Understand the various uses of sales-related information, including market analysis, customer profiling, and competitor intelligence.
- Understand how to use appropriate tools and methods to analyse sales-related information, extracting meaningful insights and trends.
- Obtain relevant sales-related information about customers, markets, and competitors, using appropriate sources and techniques.
- Use appropriate tools and methods to analyse sales-related information, drawing conclusions and making recommendations based on the findings.
Organise and deliver customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand how to organise customer service delivery
- Plan the delivery of customer service
- Deliver customer service
Principles of Customer Service ImprovementsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to identify opportunities for improvement
- Understand how to analyse customer feedback to improve customer service
- Understand how to plan and implement customer service improvements
- Understand how to monitor and evaluate customer service improvements
Principles of Managing Customer Service PerformanceReal unit · Innovate Awarding
What you'll be able to do
- Understand the principles of managing customer service in own area of responsibility
- Understand how to build teams and motivate colleagues
- Understand monitoring, evaluation and continuous improvement of customer service performance in own area of responsibility
Principles of businessReal unit · Innovate Awarding
What you'll be able to do
- Understand business markets
- Understand business innovation and growth
- Understand financial management
- Understand business budgeting
- Understand sales and marketing
Processing sales ordersReal unit · Innovate Awarding
What you'll be able to do
- Understand the processes involved in processing and following up sales orders
- Process sales orders accurately and efficiently
- Follow up on sales order processing to ensure customer satisfaction
Promote additional products and/or services to customersReal unit · Innovate Awarding
What you'll be able to do
- Understand the promotion of additional products and/or services to customers
- Promote additional products and/or services to customers
Provide post-transaction customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand post-transaction customer service
- Provide post-transaction customer service
Provide reception servicesReal unit · Innovate Awarding
What you'll be able to do
- Understand reception services
- Provide a reception service
Resolve customers’ problemsReal unit · Innovate Awarding
What you'll be able to do
- Understand the monitoring and resolution of customers’ problems
- Deal with customers’ problems
Support customer service improvementsReal unit · Innovate Awarding
What you'll be able to do
- Understand how to support customer service improvements
- Identify the potential for improvements to customer service
- Support the implementation of improvements to customer service
Support customers through real-time online customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand how to support customers through real-time online customer service
- Establish the customer service support needed by customers
- Support online customer service in real-time
Support customers using self-service equipmentReal unit · Innovate Awarding
What you'll be able to do
- Understand how to support customers using self-service equipment
- Identify the help needed by customers using self-service equipment
- Help customers to use self-service equipment
Understand Customer Relationships and Customer retentionReal unit · Innovate Awarding
What you'll be able to do
- Understand the importance of developing customer relationships
- Understand the benefits of customer retention
- Understand customer needs and expectations
- Understand the importance of current legislation and how regulations impact customers
Understand customers and customer retentionReal unit · Innovate Awarding
What you'll be able to do
- Understand Customer Relationship Management (CRM)
- Understand customer retention
- Understand the measurement of customer satisfaction
Understand the customer service environmentReal unit · Innovate Awarding
What you'll be able to do
- Understand the concepts and practices underpinning customer service delivery
- Understand the relationship between customer service and a brand
- Understand the structure of customer service
- Understand the implications of legislation on customer service delivery
Understanding Customer Service Staffing SchedulesReal unit · Innovate Awarding
What you'll be able to do
- Understand the importance of staffing schedules within a customer service team
- Understand the uses of staffing schedules for a customer service team
- Understand how to monitor and review staffing schedules in a customer service team
Understanding Effective Communication in Customer ServicesReal unit · Innovate Awarding
What you'll be able to do
- Understand the importance of effective communication in customer service environments
- Understand factors that influence communication in customer service environments
- Understand the skills required to support effective communication in customer service environments
- Understand how to monitor and review the effectiveness of communication in customer service environments
Use service partnerships to deliver customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand the use of a service partnership in customer service delivery
- Understand ways of building relationships within a customer service partnership
- Deliver customer service within a customer service partnership
Use social media to deliver customer serviceReal unit · Innovate Awarding
What you'll be able to do
- Understand social media in a business environment
- Deal with customers using social media
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. 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’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Champion Customer Service
- Gather, analyse and interpret customer feedback
- Improve customer service through use of technology and other resources
- Obtain, analyse and implement customer feedback
- Win and retain customers for your business
Where this can lead
Junior Customer Retention Manager
Your journey starts here, mastering the fundamentals. The path ahead is full of opportunities to specialise, lead, and shape how we connect with our customers. We're excited to see where you take it.
See the whole journey →Showing 6 roles, drawn from 24 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for IAO Level 3 Diploma In Customer Service
42 units in this credential, in the order it lists them, awarded by Innovate Awarding.
- Buddy a colleague to develop their skills
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Communicate verbally with customers
- Communicate with customers in writing
and 36 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
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.