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 ProQual Awarding Body has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and ProQual Awarding Body awards. A qualified assessor at the centre judges your evidence, and the certificate comes from ProQual Awarding Body.
01What it is
Aimed at individuals in customer service roles, this Level 3 diploma focuses on advanced skills. Learners will develop competence in areas such as managing team performance, communicating verbally with customers, and negotiating in a business environment. The qualification also covers gathering and analysing customer feedback.
These are the units ProQual Awarding Body 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 ProQual Awarding Body. It does the teaching and the mapping. ProQual Awarding Body 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 · ProQual Awarding Body
You'll learn to use bespoke software applications effectively, including inputting and combining information, creating data structures, and exploiting software functions to process and present information efficiently.
What you'll be able to do
- Input and combine information effectively using bespoke software applications.
- Create and modify appropriate data structures within bespoke software to organise and retrieve information efficiently.
- Exploit the various functions of bespoke software effectively to process and present information in a clear and concise manner.
Buddy a colleague to develop their skills Real unit · ProQual Awarding Body
This unit equips learners with the knowledge and skills to buddy a colleague for skills development. You'll plan buddying activities, agree learning objectives, and provide practical support to colleagues carrying out work tasks to facilitate their professional growth.
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 relations Real unit · ProQual Awarding Body
You'll study the principles of building and maintaining effective customer relationships, including the roles of trust, communication, and rapport. They will be able to identify key stakeholders, develop relationships using appropriate techniques, and review and improve these relationships over time.
What you'll be able to do
- Understand how to build effective relationships with customers, considering factors such as trust, communication, and rapport.
- Determine the scope for building effective relationships with customers, identifying key stakeholders and relationship goals.
- Develop effective relationships with customers, using appropriate communication and relationship-building techniques.
- Review and improve relationships with customers, gathering feedback and making adjustments as needed.
Buyer behaviour in sales situations Real unit · ProQual Awarding Body
You'll explore the impact of psychological, social, and economic factors on buyer behaviour and examine different models of buyer behaviour. They will develop skills to adapt communication techniques effectively at each stage of the buyer's decision-making process within sales situations.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle, including psychological, social, and economic factors.
- Respond to the buyer at each stage of the decision-making process, adapting communication and sales techniques accordingly.
Champion customer service Real unit · ProQual Awarding Body
You'll understand how to champion customer service by promoting a customer-centric culture within an organisation. It develops skills to identify improvement areas, influence colleagues, and gather feedback to enhance service quality.
What you'll be able to do
- Understand the importance of championing customer service within an organisation
- Understand the role of a customer service champion in promoting a customer-centric culture
- Understand how to influence others to prioritise customer service
- Identify areas where customer service can be improved within the organisation
- Gather feedback from customers and employees to identify areas for improvement
- Propose and implement changes to improve customer service
- Champion customer service by advocating for customer needs and promoting best practices
- Communicate the importance of customer service to all stakeholders
Collaborate with other departments Real unit · ProQual Awarding Body
You'll understand the importance of effective communication and collabouration between departments within an organisation. They will be able to identify opportunities for inter-departmental collabouration, overcome common barriers, and work collabouratively to achieve shared organisational goals.
What you'll be able to do
- Understand how to collaborate effectively with other departments within an organisation
- Identify opportunities for collaboration with other departments to improve organisational performance
- Collaborate with other departments to achieve shared goals and objectives
Communicate verbally with customers Real unit · ProQual Awarding Body
You'll understand effective verbal communication techniques in customer service, focusing on clarity, tone, pace, and appropriate language use. The unit emphasises active listening to understand customer needs and the ability to respond professionally to enquiries and complaints.
What you'll be able to do
- Understand the key elements of effective verbal communication with customers
- Understand the importance of active listening and questioning techniques when communicating with customers
- Understand how to adapt verbal communication style to meet the needs of different customers
- Use appropriate customer service language and tone when communicating verbally with customers
- Respond to customer enquiries and complaints in a professional and helpful manner
- Use appropriate questioning techniques to clarify customer needs and expectations
Communicate with customers in writing Real unit · ProQual Awarding Body
This unit covers the principles of effective written communication with customers, including planning and producing clear, accurate, and appropriate messages. You'll understand the importance of language, tone, and adherence to legal and organisational requirements in written customer communications.
What you'll be able to do
- Understand the principles of effective written communication with customers.
- Understand the importance of using appropriate language and tone when communicating with customers in writing.
- Understand the legal and organisational requirements related to written communication with customers.
- Plan written communications to customers, ensuring clarity and accuracy.
- Plan written communications to customers, taking into account the customer's needs and expectations.
- Communicate effectively with customers in writing, using appropriate language and tone.
- Communicate effectively with customers in writing, adhering to legal and organisational requirements.
- Maintain accurate records of written communication with customers.
Contribute to the organisation of an event Real unit · ProQual Awarding Body
You'll gain an understanding of the key stages and roles involved in event organisation, including planning, preparation, execution, and post-event activities. They will develop practical skills to contribute effectively to each stage and support team members in delivering successful events.
What you'll be able to do
- Understand the key stages involved in event organisation
- Understand the roles and responsibilities of different team members in event organisation
- Carry out pre-event actions, such as venue booking and marketing
- Prepare resources and materials for the event
- Set up the event space and equipment
- Assist with the smooth running of the event
- Carry out post-event actions, such as clearing up and gathering feedback
Deliver customer service to challenging customers Real unit · ProQual Awarding Body
You'll understand how to deliver customer service to challenging customers by recognising triggers and applying de-escalation techniques. It develops skills to manage difficult interactions while maintaining professionalism and customer satisfaction.
What you'll be able to do
- Understand the factors that can contribute to challenging customer behaviour.
- Understand the importance of maintaining professionalism when delivering customer service to challenging customers.
- Identify challenging customer behaviours and situations.
- Apply appropriate techniques to deal with challenging customers in a calm and professional manner.
- Escalate challenging customer situations to the appropriate personnel when necessary.
Deliver customer service whilst working on customers’ premises Real unit · ProQual Awarding Body
You'll develop the knowledge and skills to deliver customer service whilst working on customers' premises. The unit covers maintaining professionalism, adhering to health and safety requirements, and demonstrating appropriate behaviours when interacting with customers on-site.
What you'll be able to do
- Understand the importance of maintaining a professional image when delivering customer service on customers’ premises.
- Understand the health and safety requirements when working on customers’ premises.
- Understand the importance of respecting customers’ property and privacy.
- Deliver customer service effectively whilst working on customers’ premises, maintaining a professional image.
- Deliver customer service effectively whilst working on customers’ premises, adhering to health and safety requirements.
- Deliver customer service effectively whilst working on customers’ premises, respecting customers’ property and privacy.
Develop a social media strategy for customer service Real unit · ProQual Awarding Body
This unit covers the development of a social media strategy specifically for customer service. You'll understand how to identify target audiences, select appropriate social media platforms, and create a strategy aligned with organisational goals to promote the benefits of social media networking in customer service.
What you'll be able to do
- Understand the development of a customer service social media strategy, including identifying target audiences and selecting appropriate platforms
- Develop a customer service social media strategy that aligns with organisational goals and customer needs
- Promote the benefits of social media networking to customer service teams, highlighting its potential for improved communication and customer engagement
Develop customer relationships Real unit · ProQual Awarding Body
This unit covers the development of customer relationships through building rapport, active listening, and managing expectations. You'll gain skills to establish and maintain positive relationships that contribute to customer loyalty.
What you'll be able to do
- Understand the principles of developing effective customer relationships.
- Understand the importance of customer relationships for organisational success.
- Develop positive and professional relationships with customers.
- Maintain customer relationships to ensure customer satisfaction.
Develop resources to support consistency of customer service delivery Real unit · ProQual Awarding Body
It teaches you to develop and maintain resources that support consistent customer service delivery. You'll create and update knowledge bases and resource materials to ensure accuracy, accessibility, and clarity for customer service teams.
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery within an organisation
- Create a customer service knowledge base that is easily accessible and meets the needs of users
- Maintain a customer service knowledge base, ensuring information is accurate and up-to-date
- Develop customer service resource materials that are clear, concise and meet organisational requirements
Employee rights and responsibilities Real unit · ProQual Awarding Body
This unit provides learners with an understanding of employee rights and responsibilities, including the roles of trade unions and government agencies. You'll also explore employers' expectations and industry-specific regulations affecting workplace conduct.
What you'll be able to do
- Understand the role of organisations and industries in relation to employee rights and responsibilities
- Understand employers’ expectations of employees in the workplace
- Understand employees’ rights and obligations under employment law
Exceed customer expectations Real unit · ProQual Awarding Body
You'll understand how to exceed customer expectations by providing proactive and personalised service. The unit covers factors influencing customer satisfaction, the benefits of positive experiences, and strategies to enhance customer loyalty.
What you'll be able to do
- Understand the importance of exceeding customer expectations in a business environment
- Exceed customer expectations through proactive and personalised service
Gather, analyse and interpret customer feedback Real unit · ProQual Awarding Body
This unit equips learners with the skills to gather, analyse, and interpret customer feedback to improve service delivery. You'll plan feedback collection methods, analyse data to identify improvement areas, and recommend actions to enhance customer satisfaction.
What you'll be able to do
- Understand the importance of gathering customer feedback for service improvement
- Understand different methods for gathering customer feedback
- Understand techniques for analysing and interpreting customer feedback data
- Plan the collection of customer feedback on specific customer service issues
- Use appropriate methods to gather customer feedback effectively
- Analyse customer feedback data to identify trends and patterns
- Interpret customer feedback to recommend specific improvements to customer service processes and procedures
Lead direct sales activities in a contact centre team Real unit · ProQual Awarding Body
This unit covers the leadership of direct sales activities within a contact centre. You'll learn to carry out sales tasks, analyse sales data, and lead a sales team effectively, applying communication techniques and adapting approaches to meet diverse customer needs.
What you'll be able to do
- Conduct direct sales activities effectively within a contact centre environment
- Utilise contact centre systems and technologies to support sales activities
- Analyse contact centre sales data to identify trends and opportunities
- Interpret sales data to inform sales strategies and improve performance
- Lead and motivate a team involved in direct sales activities in a contact centre
- Provide guidance and support to team members to achieve sales targets
- Understand the different types of sales activities carried out in a contact centre team
- Understand the importance of adhering to relevant regulations and ethical guidelines in sales activities
Manage a customer service award programme Real unit · ProQual Awarding Body
You'll explore the management of customer service award programmes, including planning, defining criteria, and promoting awards. This unit covers the benefits of such programmes for employee motivation and customer loyalty within an organisation.
What you'll be able to do
- Understand the benefits of implementing a customer service award programme
- Understand the different types of customer service awards that can be offered
- Understand the resources required to manage a customer service award programme effectively
- Plan a customer service award programme that aligns with the organisation's objectives
- Define clear criteria for awarding customer service awards
- Promote the customer service award programme to employees and customers
- Manage a customer service award programme, including nomination processes and award ceremonies
- Evaluate the effectiveness of the customer service award programme and make recommendations for improvement
Manage diary systems Real unit · ProQual Awarding Body
This unit covers the management of diary systems, including electronic and paper-based types. You'll learn to accurately record and manage appointments while maintaining confidentiality and data protection.
What you'll be able to do
- Understand the principles and methods involved in the effective management of diary systems
- Manage diary systems accurately and efficiently, ensuring appointments and commitments are correctly recorded and maintained
Manage incidents referred to a contact centre Real unit · ProQual Awarding Body
It teaches you to manage incidents referred to a contact centre by following established procedures. You'll be able to record and escalate incidents appropriately, provide guidance and support to colleagues, and handle challenging situations effectively.
What you'll be able to do
- Manage incidents effectively through a contact centre, following established procedures
- Provide support and guidance to colleagues on incident management processes within a contact centre environment
- Understand how to manage incidents reported to a contact centre, including prioritisation and escalation procedures
Manage individuals’ performance Real unit · ProQual Awarding Body
This unit provides learners with knowledge of managing underperformance in the workplace according to organisational procedures. You'll identify causes of underperformance, implement strategies to improve individual performance, and provide constructive feedback and support.
What you'll be able to do
- Understand the organisation's procedures for managing underperformance in the workplace
- Understand the potential causes of underperformance in the workplace
- Identify instances of underperformance in the workplace
- Implement strategies to manage and improve individuals' performance in the workplace
- Provide constructive feedback to individuals regarding their performance
- Document and report on individuals' performance management
Manage personal and professional development Real unit · ProQual Awarding Body
Focuses on identifying and fulfilling development needs to enhance personal and professional growth.
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 team performance Real unit · ProQual Awarding Body
This unit covers the principles of managing team performance, including effective delegation, setting clear expectations, providing feedback, and motivating team members. You'll also develop skills to manage communication within teams and monitor performance against objectives.
What you'll be able to do
- Understand the principles of effective team performance management.
- Understand the importance of clear communication and delegation in managing team performance.
- Allocate work to team members based on their skills and experience.
- Assure the quality of work produced by the team, providing feedback and support as needed.
- Manage communications within the team, ensuring information is shared effectively and efficiently.
- Monitor and review team performance against agreed targets.
Manage the use of technology to improve customer service Real unit · ProQual Awarding Body
You'll gain knowledge of how technology can improve customer service and the customer experience. The unit covers identifying opportunities for technological improvements, evaluating cost-effectiveness, and implementing changes to enhance service delivery.
What you'll be able to do
- Understand how to manage the use of technology to improve customer service and enhance customer experience
- Identify opportunities for customer service improvement through the use of technology, considering cost-effectiveness and efficiency
- Implement changes in technology to improve customer service, ensuring minimal disruption and effective training for staff
Monitor the quality of customer service interactions Real unit · ProQual Awarding Body
You'll understand the importance of monitoring customer service interactions to identify improvement areas. The unit covers selecting appropriate monitoring methods and tools, preparing for monitoring, and providing constructive feedback to enhance service quality.
What you'll be able to do
- Understand how to monitor the quality of customer service interactions to identify areas for improvement
- Prepare to monitor the quality of customer service interactions, including selecting appropriate monitoring methods and tools
- Monitor the quality of customer service interactions, providing constructive feedback to staff and identifying trends
Negotiate in a business environment Real unit · ProQual Awarding Body
This unit provides learners with knowledge of negotiation principles and techniques in a business context. You'll prepare for negotiations, understand different negotiation styles, and conduct negotiations ethically to reach agreements.
What you'll be able to do
- Understand the key principles of negotiation, including preparation, communication, and compromise
- Understand different negotiation styles and tactics
- Understand the importance of ethical behaviour in business negotiations
- Prepare for business negotiations by researching the other party and defining objectives
- Identify own strengths and weaknesses in a negotiation scenario
- Conduct business negotiations effectively, using appropriate communication and negotiation techniques
- Reach mutually beneficial agreements in a business environment
Negotiating, handling objections and closing sales Real unit · ProQual Awarding Body
You'll develop an understanding of handling objections and negotiating in sales. The unit covers preparation for objections, effective negotiation techniques, addressing customer concerns, and closing sales to achieve mutually beneficial outcomes.
What you'll be able to do
- Understand the principles of handling objections and negotiating effectively with customers.
- Understand the importance of preparation in handling objections and negotiation.
- Prepare for potential objections and negotiation points with the customer, researching and planning responses.
- Handle customer objections confidently and professionally, addressing concerns and providing solutions.
- Negotiate with the customer to reach a mutually agreeable outcome.
- Close the sale effectively following negotiation, confirming the agreement and next steps.
Obtaining and analysing sales-related information Real unit · ProQual Awarding Body
This unit focuses on obtaining and analysing sales-related information to inform sales strategies. You'll understand the use of market analysis, customer profiling, competitor intelligence, and statistical tools to gather and interpret data about customers, markets, and competitors.
What you'll be able to do
- Understand the uses of sales-related information, including market analysis, customer profiling, and competitor intelligence.
- Understand how to use tools and methods to analyse sales-related information, including statistical analysis, data visualisation, and reporting.
- Obtain sales-related information about customers, markets and competitors, using appropriate research methods and data sources.
- Use tools and methods to analyse sales-related information, drawing conclusions and making recommendations to improve sales performance.
Organise and deliver customer service Real unit · ProQual Awarding Body
Covers the organisation and delivery of customer service, including planning and balancing customer needs with organisational objectives.
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 business Real unit · ProQual Awarding Body
Covers the fundamental principles of business operation and management.
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 orders Real unit · ProQual Awarding Body
This unit equips learners with the knowledge and skills to process sales orders accurately and efficiently. You'll follow organisational procedures for order entry, stock checks, payment processing, dispatch, and follow-up to ensure customer satisfaction.
What you'll be able to do
- Understand the processes involved in processing sales orders and the importance of accurate follow-up procedures
- Process sales orders accurately and efficiently, adhering to organisational procedures
- Follow up on sales order processing to ensure customer satisfaction and resolve any issues
Promote additional products and/or services to customers Real unit · ProQual Awarding Body
It teaches you to understand the benefits of promoting additional products and services to customers and organisations. You'll explore various promotional techniques, such as upselling and cross-selling, and develop the ability to apply these methods effectively in customer interactions.
What you'll be able to do
- Understand the benefits of promoting additional products and/or services to customers.
- Understand different techniques for promoting additional products and/or services to customers.
- Understand the importance of customer service when promoting additional products and/or services.
- Promote additional products and/or services to customers in a professional and ethical manner.
- Promote additional products and/or services to customers, taking into account their individual needs and preferences.
- Evaluate the effectiveness of promotional activities.
Promote equality, diversity and inclusion in the workplace Real unit · ProQual Awarding Body
This unit provides knowledge of equality, diversity, and inclusion within the workplace, focusing on relevant legislation, organisational policies, and personal responsibilities. You'll be able to support and promote inclusive practices to foster a fair and respectful working environment.
What you'll be able to do
- Understand the organisational aspects of equality, diversity and inclusion in the workplace, including relevant legislation, policies, and procedures.
- Understand the personal aspects of equality, diversity and inclusion in the workplace, including individual differences, unconscious bias, and inclusive communication.
- Support equality, diversity and inclusion in the workplace, promoting a fair and respectful environment for all colleagues.
Provide post-transaction customer service Real unit · ProQual Awarding Body
You'll explore the principles and importance of post-transaction customer service. The unit covers providing professional and timely support after sales, responding to enquiries, resolving issues, and contributing to customer retention.
What you'll be able to do
- Understand the principles and importance of providing effective post-transaction customer service
- Provide post-transaction customer service in a professional and timely manner
Provide reception services Real unit · ProQual Awarding Body
This unit provides knowledge of reception services and their role in creating positive first impressions and maintaining security. You'll learn to provide professional reception services, manage communications, and support organisational efficiency.
What you'll be able to do
- Understand the purpose and importance of reception services within an organisation
- Understand the different types of services provided by a reception area
- Provide a welcoming and professional reception service to visitors and staff
- Handle telephone calls and messages efficiently and effectively
- Manage appointments and meeting room bookings accurately
Resolve customers’ complaints Real unit · ProQual Awarding Body
You'll understand the importance of monitoring and resolving customer complaints to improve service quality. They will develop skills to follow organisational procedures for logging, tracking, and investigating complaints, and to provide appropriate resolutions that enhance customer satisfaction.
What you'll be able to do
- Understand the importance of monitoring customer complaints
- Understand the procedures for logging and tracking customer complaints
- Understand the different methods for resolving customer complaints effectively
- Deal with customers' complaints in a professional and empathetic manner
- Investigate the causes of customer complaints
- Propose solutions to resolve customer complaints to their satisfaction
Resolve customers’ problems Real unit · ProQual Awarding Body
Focuses on monitoring and resolving customer problems to enhance customer loyalty and business performance.
What you'll be able to do
- Understand the monitoring and resolution of customers’ problems.
- Deal with customers’ problems.
Support customer service improvements Real unit · ProQual Awarding Body
You'll gain knowledge of the importance of customer service improvements and methods for gathering customer feedback. They will be able to identify potential areas for enhancement and support the implementation of changes to improve customer service within an organisation.
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 service Real unit · ProQual Awarding Body
This unit focuses on supporting customers through real-time online channels such as live chat and social media messaging. You'll establish customer needs, provide effective online support, and document interactions accurately to enhance customer service.
What you'll be able to do
- Understand the different methods used to support customers through real-time online customer service.
- Understand the importance of providing effective real-time online customer service.
- Establish the specific customer service support needs of individual customers using online communication methods.
- Provide real-time online customer service support, addressing customer queries and resolving issues effectively.
- Document customer interactions and outcomes accurately.
Support customers using self-service equipment Real unit · ProQual Awarding Body
You'll gain knowledge of various self-service equipment and the differing digital litreacy levels among customers. It develops skills to identify customer support needs, assist customers in using equipment, and escalate issues when necessary.
What you'll be able to do
- Understand the different types of self-service equipment used by customers
- Understand how to support customers with varying levels of digital literacy
- Identify the specific help needed by customers using self-service equipment through observation and questioning
- Help customers to use self-service equipment by providing clear and concise instructions
- Escalate complex customer issues related to self-service equipment to the appropriate personnel
Understand customers and customer retention Real unit · ProQual Awarding Body
This unit covers the principles of Customer Relationship Management (CRM) and customer retention strategies. You'll understand how to apply CRM systems and measure customer satisfaction to support business success and maintain customer loyalty.
What you'll be able to do
- Understand the principles of Customer Relationship Management (CRM) and its application within an organisation.
- Understand the importance of customer retention strategies for business success.
- Understand how to measure customer satisfaction using different methods and metrics.
Understand the customer service environment Real unit · ProQual Awarding Body
Covers the principles and practices underpinning customer service delivery and its relationship with branding.
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.
Use service partnerships to deliver customer service Real unit · ProQual Awarding Body
You'll study the purpose and benefits of service partnerships in customer service delivery. They will understand how to build and maintain strong relationships within partnerships and develop the skills to deliver high-quality customer service collabouratively.
What you'll be able to do
- Understand the purpose and benefits of using a service partnership to enhance customer service delivery
- Understand different ways of building and maintaining strong relationships within a customer service partnership
- Deliver high-quality customer service effectively within a customer service partnership arrangement
Use social media to deliver customer service Real unit · ProQual Awarding Body
This unit covers the role of social media in business communication and customer service. You'll understand the benefits and risks of social media, compare platform features, and develop skills to communicate effectively with customers using appropriate 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 and their uses for customer service
- Use social media platforms to communicate with customers
- Respond to customer enquiries and issues using 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
Champion Customer Service
- Standard
Deliver brand promise using social media
- Standard
Deliver customer service to challenging customers
- Standard
Develop Customer Relationships
- Standard
Develop customer service social networks
- Standard
Manage incidents and emergencies in a contact centre
- Standard
Provide Reception Services Legacy
- Standard
Use service partnerships for customer service delivery
- Standard
Use social media to communicate with customers in travel and tourism
- Standard
Win and retain customers for your business
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
- 2 records
- 5 records
- 3 records
- 3 records
- 1 record
Showing 6 roles, drawn from 477 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
Reception Associate
This role can lead to senior receptionist or front desk coordinator work, or into facilities coordination and workplace experience roles.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by ProQual Awarding Body 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.
ProQual Level 3 Diploma in Customer Service
- Champion Customer Service
- Deliver brand promise using social media
- Deliver customer service to challenging customers
- Develop Customer Relationships
- Develop customer service social networks
- Manage incidents and emergencies in a contact centre
- Provide Reception Services Legacy
- Use service partnerships for customer service delivery
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?
Learners will develop skills to use bespoke software applications effectively, including inputting and combining information, creating data structures, and exploiting software functions to 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 ProQual Level 3 Diploma in Customer Service
45 units in this credential, in the order it lists them, awarded by ProQual Awarding Body.
- 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.