ProQual Awarding Body · RQF Level 3
ProQual 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 qualification45
Awarded by ProQual Awarding Body · on the Ofqual register
Start here
See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
Check my fluency, free
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
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, and every one you earn is yours to keep.
Bespoke SoftwareReal 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 skillsReal 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 relationsReal 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 situationsReal 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 serviceReal 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 departmentsReal 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 customersReal 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 writingReal 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 eventReal 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 customersReal 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’ premisesReal 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 serviceReal 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 relationshipsReal 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 deliveryReal 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 responsibilitiesReal 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 expectationsReal 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 feedbackReal 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 teamReal 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 programmeReal 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 systemsReal 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 centreReal 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’ performanceReal 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 developmentReal 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 performanceReal 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 serviceReal 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 interactionsReal 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 environmentReal 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 salesReal 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 informationReal 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 serviceReal 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 businessReal 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 ordersReal 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 customersReal 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 workplaceReal 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 serviceReal 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 servicesReal 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’ complaintsReal 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’ problemsReal 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 improvementsReal 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 serviceReal 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 equipmentReal 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 retentionReal 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 environmentReal 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 serviceReal 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 serviceReal 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
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.
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 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.
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
Where this can lead
Reception Associate
Your journey starts here, at the heart of our building. We're excited to see where your skills and ambition take you. This isn't just a job; it's a foundation for a fantastic career in real estate and facilities management.
See the whole journey →Opens the roleReception AssociateOne of the jobs this qualification is a route intoSee the role →Opens the roleCorporate ReceptionistOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleEvents CoordinatorOne of the jobs this qualification is a route into · 5 near-identical records folded inSee the role →Opens the roleEvent CoordinatorOne of the jobs this qualification is a route into · 3 near-identical records folded inSee the role →Opens the roleEvent Operations CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Opens the roleSenior Reception SupervisorOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 598 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.
Champion Customer ServiceDeliver brand promise using social mediaDeliver customer service to challenging customersDevelop Customer RelationshipsDevelop customer service social networksManage incidents and emergencies in a contact centreProvide Reception Services LegacyUse service partnerships for customer service deliveryUse social media to communicate with customers in travel and tourismWin and retain customers for your business
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.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
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
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
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.
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
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
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.