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 iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
01What it is
This Level 3 Diploma in Customer Service is intended for individuals working in a customer service role. It covers areas such as managing team performance, using social media for customer service, and monitoring service quality. Successful candidates will develop the skills and knowledge required for effective customer service delivery.
These are the units iCan Qualifications Limited 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 iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited 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.
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02The units
What each unit actually teaches you to do
Bespoke Software Real unit · iCan Qualifications Limited
It teaches you to use bespoke software for inputting, combining, organising, and retrieving information. You'll learn to create and modify software structures and exploit software functions to process and present information efficiently.
What you'll be able to do
- Input and combine information using bespoke software, ensuring accuracy and efficiency.
- Create and modify appropriate structures to organise and retrieve information efficiently within the bespoke software.
- Exploit the functions of the software effectively to process and present information in a clear and concise manner.
Buddy a colleague to develop their skills Real unit · iCan Qualifications Limited
You'll understand the role and responsibilities of a buddy in supporting colleague development. The unit covers planning and implementing buddying activities, providing guidance, and offering constructive feedback to enhance workplace skills.
What you'll be able to do
- Understand the roles and responsibilities of a buddy in supporting a colleague's development.
- Plan a buddying programme to support a colleague's skills development.
- Support a buddy colleague in carrying out their work activities and developing their skills.
Build and maintain effective customer relations Real unit · iCan Qualifications Limited
You'll explore strategies for building and maintaining effective customer relationships, including communication, rapport-building, and conflict resolution. The unit develops skills to assess relationship opportunities and implement actions to improve customer satisfaction.
What you'll be able to do
- Understand how to build effective relationships with customers, including communication strategies, rapport-building techniques, and conflict resolution skills.
- Determine the scope for building effective relationships with customers, considering factors such as customer segmentation, relationship goals, and resource allocation.
- Develop effective relationships with customers, implementing strategies to enhance customer satisfaction, loyalty, and advocacy.
- Review and improve relationships with customers, using feedback mechanisms, performance metrics, and continuous improvement processes.
Buyer behaviour in sales situations Real unit · iCan Qualifications Limited
You'll explore models of buyer behaviour and their impact on the sales cycle, including psychological and sociological influences. The unit develops skills to adapt sales techniques to respond effectively at each stage of the buyer's decision-making process.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle, including the psychological and sociological factors that influence purchasing decisions.
- Respond to the buyer at each stage of the decision-making process, adapting sales techniques to meet their specific needs and concerns.
Champion customer service Real unit · iCan Qualifications Limited
You'll understand the role of a customer service champion in promoting a customer-centric culture. The unit covers identifying improvement areas and implementing strategies to enhance customer service excellence within an organisation.
What you'll be able to do
- Understand how to champion customer service within an organisation.
- Identify the scope for improvements to customer service within an organisation.
- Champion customer service improvements within an organisation.
Collaborate with other departments Real unit · iCan Qualifications Limited
This unit focuses on the benefits and challenges of collabouration between departments within an organisation. You'll learn to identify collabouration opportunities, communicate effectively with stakeholders, and contribute to joint projects.
What you'll be able to do
- Understand the benefits of collaboration between departments
- Understand the potential challenges of collaboration between departments
- Identify opportunities for collaboration with other departments to achieve common goals
- Communicate effectively with colleagues from other departments
- Contribute to collaborative projects and initiatives
Communicate verbally with customers Real unit · iCan Qualifications Limited
You'll learn to communicate verbally with customers professionally. The unit covers key elements of verbal communication, appropriate language use, and the impact of tone and body language in customer interactions.
What you'll be able to do
- Understand how to communicate verbally with customers in a professional and effective manner.
- Use appropriate customer service language and techniques to communicate with customers in various situations.
Communicate with customers in writing Real unit · iCan Qualifications Limited
You'll develop an understanding of effective written communication with customers, including planning and producing clear, concise messages. The unit covers grammar, punctuation, and various written formats to ensure communications meet customer needs.
What you'll be able to do
- Understand the principles of effective written communication with customers.
- Plan written communications to customers, considering their needs and preferences.
- Communicate with customers in writing, using appropriate language and tone.
Contribute to the organisation of an event Real unit · iCan Qualifications Limited
This unit provides knowledge of event organisation, including planning stages, setting objectives and timelines, and resource identification. You'll develop practical skills in pre-event preparation, event setup, and post-event actions such as evaluation and reporting.
What you'll be able to do
- Understand the key principles and processes involved in event organisation
- Carry out necessary pre-event actions to ensure the smooth running of an event
- Set up an event space effectively and efficiently
- Carry out required post-event actions, including evaluation and reporting
Deliver customer service to challenging customers Real unit · iCan Qualifications Limited
This unit focuses on delivering customer service to challenging customers, covering communication principles, factors influencing challenging behaviour, and management strategies. You'll learn to maintain professionalism and resolve difficult interactions effectively.
What you'll be able to do
- Understand the principles and processes involved in delivering customer service to challenging customers.
- Deal effectively with challenging customers in a customer service environment.
Deliver customer service whilst working on customers’ premises Real unit · iCan Qualifications Limited
This unit addresses delivering customer service whilst working on customers' premises, emphasising the representation of the organisation and adherence to communication protocols. You'll also understand health and safety considerations to maintain a safe working environment.
What you'll be able to do
- Understand the specific requirements for delivering customer service whilst working on customers’ premises
- Understand health and safety considerations when working on customers' premises
- Deliver customer service in a professional and courteous manner whilst working on customers’ premises
- Maintain a safe and secure working environment on customers’ premises
Develop a social media strategy for customer service Real unit · iCan Qualifications Limited
This unit covers the development of a social media strategy for customer service, including audience analysis, platform selection, and content creation. You'll understand how to promote social media benefits to enhance customer engagement and organisational goals.
What you'll be able to do
- Understand the development of a customer service social media strategy, considering target audience, platform selection and content creation
- Develop a customer service social media strategy that aligns with organisational goals and enhances customer engagement
- Promote the benefits of social media networking to customer service teams, highlighting its potential for improved communication and customer satisfaction
Develop customer relationships Real unit · iCan Qualifications Limited
You'll explore methods and strategies for developing positive customer relationships. The unit emphasises building rapport, managing expectations, active listening, and effective communication to enhance customer loyalty and satisfaction.
What you'll be able to do
- Understand the methods and strategies used to develop positive and lasting relationships with customers
- Develop and maintain effective relationships with customers to enhance customer loyalty and satisfaction
Develop resources to support consistency of customer service delivery Real unit · iCan Qualifications Limited
You'll develop knowledge and skills to create and maintain resources that support consistent customer service delivery. This includes designing a customer service knowledge base and producing resource materials to enhance team performance and service quality.
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 user-friendly
- 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 the needs of the target audience
Employee rights and responsibilities Real unit · iCan Qualifications Limited
This unit provides learners with knowledge of employee rights and responsibilities, including the influence of organisations, trade unions, and legislation. You'll understand employers' expectations and employees' obligations within the workplace.
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 within the workplace
Exceed customer expectations Real unit · iCan Qualifications Limited
This unit focuses on methods and techniques to exceed customer expectations, such as personalisation and proactive service. You'll understand the importance of recognising individual customer needs and the benefits of surpassing expectations.
What you'll be able to do
- Understand the methods and techniques used to exceed customer expectations in a service environment
- Exceed customer expectations by providing exceptional service and going the extra mile
Gather, analyse and interpret customer feedback Real unit · iCan Qualifications Limited
This unit covers methods for gathering, analysing, and interpreting customer feedback using various techniques. You'll plan feedback collection, evaluate data, and recommend improvements to enhance customer service.
What you'll be able to do
- Understand the methods used to gather customer feedback effectively
- Understand the processes involved in analysing customer feedback data
- Understand how to interpret customer feedback to identify trends and issues
- Plan the collection of customer feedback on specific customer service issues
- Gather customer feedback using appropriate methods and tools
- Analyse customer feedback data to identify key themes and areas for improvement
- Interpret customer feedback to recommend specific improvements to customer service processes and policies
Lead direct sales activities in a contact centre team Real unit · iCan Qualifications Limited
You'll learn to lead direct sales activities within a contact centre team. The unit covers effective sales techniques, analysing sales data to identify trends and opportunities, and motivating a team to achieve sales targets.
What you'll be able to do
- Carry out direct sales activities effectively within a contact centre environment
- Analyse contact centre sales data to identify trends and opportunities for improvement
- Lead and motivate a team involved in direct sales activities in a contact centre
- Understand the different types of sales activities commonly performed in a contact centre team
Manage a customer service award programme Real unit · iCan Qualifications Limited
You'll gain knowledge to plan, manage, and promote a customer service award programme. The unit includes understanding stakeholders, award types, resource requirements, and ensuring fair application to drive service improvements.
What you'll be able to do
- Understand the key elements involved in managing a customer service award programme
- Understand the benefits of implementing a customer service award programme
- Plan a customer service award programme, including criteria, nomination process, and judging procedures
- Manage a customer service award programme, ensuring fair and consistent application of criteria
- Manage the communication and promotion of the customer service award programme
- Manage the judging process and the awarding of prizes or recognition
Manage diary systems Real unit · iCan Qualifications Limited
You'll understand different diary management systems and their benefits for time management. The unit covers scheduling, updating diary entries, and managing appointments using various diary types.
What you'll be able to do
- Understand the importance of effective diary management systems
- Understand different types of diary systems and their features
- Schedule appointments and meetings using a diary system
- Manage and update diary entries accurately
Manage incidents referred to a contact centre Real unit · iCan Qualifications Limited
This unit covers the management of incidents reported to a contact centre, including following established protocols, prioritising incidents, escalating when necessary, and maintaining accurate records. You'll also develop skills to support colleagues in incident management.
What you'll be able to do
- Manage incidents effectively through a contact centre, following established protocols
- Provide support and guidance to colleagues on incident management procedures within a contact centre environment
- Understand the processes and procedures for managing incidents reported to a contact centre
Manage individuals’ performance Real unit · iCan Qualifications Limited
This unit focuses on managing individual performance, including addressing underperformance through informal and formal processes. You'll understand legal requirements and the importance of documentation in performance management.
What you'll be able to do
- Understand the principles and processes involved in the management of underperformance in the workplace
- Manage individuals' performance in the workplace effectively, addressing both positive performance and areas for improvement
Manage personal and professional development Real unit · iCan Qualifications Limited
You'll learn to manage personal and professional development by identifying needs, setting SMART goals, and participating in learning activities. The unit emphasises maintaining the relevance of development plans through reflection and ongoing evaluation.
What you'll be able to do
- Identify personal and professional development requirements, aligned with career goals and organisational objectives
- Fulfil a personal and professional development plan, actively participating in learning activities and seeking opportunities for growth
- Maintain the relevance of a personal and professional development plan, regularly reviewing progress and making adjustments as needed
Manage team performance Real unit · iCan Qualifications Limited
This unit covers the management of team performance, including work allocation, quality assurance, and communication. You'll apply principles and methods to enhance team effectiveness and achieve objectives.
What you'll be able to do
- Understand the principles and methods involved in the management of team performance
- Allocate work effectively to team members and assure the quality of completed work
- Manage communications effectively within a team
Manage the use of technology to improve customer service Real unit · iCan Qualifications Limited
You'll study how technology can improve customer service delivery, including identifying opportunities for technological enhancements and implementing changes. The unit emphasises accessibility and evaluates the impact of technology on customer service.
What you'll be able to do
- Understand how technology can be used to improve customer service delivery
- Understand the potential challenges and risks associated with using technology in customer service
- Identify opportunities for customer service improvement through the use of technology solutions
- Implement changes in technology to improve customer service processes and outcomes
- Evaluate the effectiveness of technology implementations in improving customer service
Monitor the quality of customer service interactions Real unit · iCan Qualifications Limited
It teaches you to monitor the quality of customer service interactions according to organisational procedures. You'll prepare for and conduct monitoring activities and provide feedback to improve service quality.
What you'll be able to do
- Understand how to monitor the quality of customer service interactions in line with organisational procedures
- 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 improve performance
Negotiate in a business environment Real unit · iCan Qualifications Limited
You'll gain knowledge of negotiation principles and develop skills to prepare for and conduct business negotiations. The unit covers defining objectives, gathering information, and applying communication techniques to achieve successful negotiation outcomes.
What you'll be able to do
- Understand the core principles that underpin successful negotiation in a business context
- Prepare thoroughly for business negotiations, including defining objectives and strategies
- Carry out business negotiations effectively, using appropriate communication and interpersonal skills
Negotiating, handling objections and closing sales Real unit · iCan Qualifications Limited
This unit equips learners with skills to handle customer objections, prepare for negotiation, apply negotiation strategies, and close sales effectively. You'll understand techniques to reach mutually agreeable solutions during the sales process.
What you'll be able to do
- Understand techniques for handling customer objections effectively
- Understand negotiation strategies to reach mutually agreeable solutions with customers
- Prepare thoroughly for potential customer objections during the sales process
- Prepare negotiation strategies tailored to individual customer needs and situations
- Handle customer objections professionally and empathetically
- Negotiate effectively with customers to address their concerns and achieve sales targets
- Close the sale successfully following negotiation, securing customer commitment
Obtaining and analysing sales-related information Real unit · iCan Qualifications Limited
It teaches you to understand the use of sales-related information for forecasting, performance monitoring, and strategic decision-making. You'll learn to obtain and analyse data about customers, markets, and competitors using appropriate tools and methods.
What you'll be able to do
- Understand the uses of sales-related information, including its application in forecasting, performance monitoring, and strategic decision-making.
- Understand how to use tools and methods to analyse sales-related information, such as statistical analysis, trend analysis, and data visualisation techniques.
- Obtain sales-related information about customers, markets, and competitors, utilising various research methods and data sources.
- Use tools and methods to analyse sales-related information to identify trends, patterns, and opportunities for improvement.
Organise and deliver customer service Real unit · iCan Qualifications Limited
This unit covers the organisation and delivery of customer service, focusing on understanding customer service standards, principles of excellence, and customer needs. You'll learn to plan and deliver customer service effectively, utilising appropriate resources to meet customer expectations.
What you'll be able to do
- Understand the principles of organising customer service delivery
- Understand the resources required for effective customer service
- Plan the delivery of customer service to meet customer needs
- Deliver customer service in a professional and timely manner
- Monitor and evaluate the effectiveness of customer service delivery
Principles of business Real unit · iCan Qualifications Limited
This unit provides learners with an understanding of fundamental business principles, including market characteristics, innovation, financial management, budgeting, and sales and marketing. You'll analyse factors influencing business strategy and growth.
What you'll be able to do
- Understand the characteristics of different business markets and the factors that influence them.
- Understand the importance of business innovation and growth strategies for organisational success.
- Understand the principles of financial management within a business context.
- Understand the processes involved in business budgeting and financial forecasting.
- Understand the key elements of sales and marketing strategies for promoting business products or services.
Processing sales orders Real unit · iCan Qualifications Limited
You'll understand and apply procedures for processing and following up sales orders accurately, adhering to organisational policies. The unit covers recognising potential errors and ensuring customer satisfaction through effective order management.
What you'll be able to do
- Understand the procedures for processing sales orders accurately
- Understand the importance of adhering to organisational policies when processing sales orders
- Process sales orders efficiently and accurately
- Follow up on sales order processing to ensure customer satisfaction
- Resolve any issues or queries related to sales orders
Promote additional products and/or services to customers Real unit · iCan Qualifications Limited
You'll gain knowledge of methods and techniques for promoting additional products and services to customers. The unit develops practical skills in identifying customer needs, applying product knowledge, and using effective communication to support sales.
What you'll be able to do
- Understand the methods and techniques used to promote additional products and/or services to customers.
- Promote additional products and/or services to customers effectively.
Promote equality, diversity and inclusion in the workplace Real unit · iCan Qualifications Limited
This unit provides an understanding of equality, diversity, and inclusion within the workplace, including organisational policies, legal requirements, and personal responsibilities. You'll learn to support and promote inclusive practices among colleagues.
What you'll be able to do
- Understand the organisational policies and procedures relating to equality, diversity and inclusion in the workplace
- Understand the legal requirements relating to equality, diversity and inclusion in the workplace
- Understand the personal responsibilities in promoting equality, diversity and inclusion in the workplace
- Support colleagues in promoting equality, diversity and inclusion in the workplace
- Challenge discriminatory behaviour in the workplace
Provide post-transaction customer service Real unit · iCan Qualifications Limited
You'll understand the importance and principles of post-transaction customer service in building loyalty. The unit develops skills to provide professional support, respond to enquiries, and resolve issues efficiently after a transaction.
What you'll be able to do
- Understand the importance and principles of providing effective post-transaction customer service
- Provide post-transaction customer service in a professional and helpful manner
Provide reception services Real unit · iCan Qualifications Limited
This unit covers the purpose and importance of reception services, including creating positive first impressions and maintaining security and confidentiality. You'll learn to manage visitors, staff, and communications professionally.
What you'll be able to do
- Understand the purpose and importance of providing effective reception services within an organisation
- Provide a professional and efficient reception service to visitors and staff
Resolve customers’ complaints Real unit · iCan Qualifications Limited
You'll explore the monitoring and resolution of customer complaints, including the importance of clear procedures and the impact of unresolved issues. The unit develops skills to handle complaints professionally and communicate effectively to improve customer satisfaction.
What you'll be able to do
- Understand the importance of monitoring and resolving customers’ complaints effectively
- Deal with customers’ complaints in a professional and timely manner
Resolve customers’ problems Real unit · iCan Qualifications Limited
It teaches you to resolve customer problems by monitoring issues, applying problem-solving techniques, escalating complex cases, and ensuring effective resolution to maintain customer satisfaction.
What you'll be able to do
- Understand the importance of monitoring customer problems and complaints
- Understand the processes involved in resolving customer problems effectively
- Deal with customers' problems in a professional and empathetic manner
- Apply problem-solving techniques to resolve customer issues efficiently
- Escalate complex customer problems to the appropriate personnel or department
- Monitor the resolution of customer problems to ensure customer satisfaction
Support customer service improvements Real unit · iCan Qualifications Limited
This unit covers supporting customer service improvements by gathering and analysing customer feedback. You'll identify opportunities for enhancement, understand roles in improvement initiatives, and assist in implementing changes to service delivery.
What you'll be able to do
- Understand the ways to support improvements to customer service within an organisation
- Identify opportunities for improvements to customer service processes and procedures
- Support the implementation of agreed improvements to customer service
Support customers through real-time online customer service Real unit · iCan Qualifications Limited
This unit equips learners with knowledge of real-time online customer service channels and best practices. You'll establish customer support needs and provide effective assistance through live chat, social media, and other online platforms.
What you'll be able to do
- Understand the techniques and best practices for supporting customers through real-time online customer service channels
- Establish the specific customer service support requirements of customers using online real-time channels
- Provide effective and timely support to customers through real-time online customer service interactions
Support customers using self-service equipment Real unit · iCan Qualifications Limited
This unit provides understanding of supporting customers using self-service equipment. You'll identify customer needs, common challenges, and deliver effective assistance to facilitate successful use of such equipment.
What you'll be able to do
- Understand the processes involved in supporting customers using self-service equipment
- Identify the specific help and support needed by customers when using self-service equipment
- Provide effective help and support to customers to enable them to use self-service equipment successfully
Understand customers and customer retention Real unit · iCan Qualifications Limited
You'll understand Customer Relationship Management (CRM) systems and their role in improving customer relationships. The unit also covers customer retention strategies and methods for measuring customer satisfaction to support business growth.
What you'll be able to do
- Understand the principles and application of Customer Relationship Management (CRM) systems
- Understand the importance of customer retention strategies for business success
- Understand how to measure customer satisfaction levels and use feedback to improve services
Understand the customer service environment Real unit · iCan Qualifications Limited
You'll understand key concepts and practices underpinning customer service, including its relationship with brand perception and organisational structure. The unit also covers relevant legislation affecting customer service delivery.
What you'll be able to do
- Understand the core concepts and established practices that underpin effective customer service delivery
- Understand the relationship between excellent customer service and the perception and reputation of a brand
- Understand the typical structure of customer service departments and teams within organisations
- Understand the implications of relevant legislation and regulations on customer service delivery and standards
Use service partnerships to deliver customer service Real unit · iCan Qualifications Limited
You'll explore the principles and benefits of service partnerships in customer service delivery. The unit covers building relationships within partnerships and delivering customer service collabouratively to enhance customer experience.
What you'll be able to do
- Understand the principles and benefits of using service partnerships to enhance customer service delivery.
- Understand different methods for building and maintaining strong, collaborative relationships within a customer service partnership.
- Effectively deliver customer service while working within a defined customer service partnership framework.
Use social media to deliver customer service Real unit · iCan Qualifications Limited
You'll explore the use of social media for customer service, including benefits, risks, and legal considerations. The unit develops skills to engage with customers effectively across different social media platforms.
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 to communicate with customers
- Resolve customer queries and complaints 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
Build and maintain customer relations
- Standard
Develop customer service social networks
- Standard
Gather, analyse and interpret customer feedback
- Standard
Manage incidents and emergencies in a contact centre
- Standard
Use service partnerships for customer service delivery
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
- 2 records
- 2 records
- 1 record
Showing 6 roles, drawn from 29 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
Events Coordinator, Sales Conferences
Experience in this role can lead to running larger conferences as a lead event manager, or specialising in event marketing and attendee promotion.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by iCan Qualifications Limited 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.
iCQ Level 3 Diploma in Customer Service (RQF)
- Build and maintain customer relations
- Develop customer service social networks
- Gather, analyse and interpret customer feedback
- Manage incidents and emergencies in a contact centre
- 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?
This unit enables learners to use bespoke software for inputting, combining, organising, and retrieving information. Learners will develop skills to create and modify software structures and exploit 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 iCQ Level 3 Diploma in Customer Service (RQF)
45 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- 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.