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 Highfield Qualifications has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Highfield Qualifications awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Highfield Qualifications.
01What it is
The Highfield Level 3 Diploma in Customer Service (RQF) supports a role in the workplace for learners who deal with customers on a daily basis. It covers supporting customer service improvements, using service partnerships, and negotiating within a business context.
These are the units Highfield Qualifications 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 Highfield Qualifications. It does the teaching and the mapping. Highfield Qualifications 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 · Highfield Qualifications
This unit equips learners with skills to use bespoke software applications effectively. You'll input, combine, and organise information, create and modify data structures, and utilise software functions to process and present information clearly.
What you'll be able to do
- Input and combine information accurately using bespoke software applications
- Create and modify appropriate data structures within the bespoke software to organise information effectively
- Retrieve information efficiently using the bespoke software's search and query functions
- Exploit the advanced functions of the bespoke software to process information according to requirements
- Present information clearly and concisely using the bespoke software's reporting and visualisation tools
Buddy a colleague to develop their skills Real unit · Highfield Qualifications
This unit covers the principles and techniques of buddying a colleague to develop their skills. You'll understand the benefits, plan buddying arrangements with clear objectives, and support colleagues effectively while maintaining confidentiality and ethical behaviour.
What you'll be able to do
- Understand the principles and techniques involved in buddying a colleague to support their skills development
- Plan a buddying arrangement with a colleague, including setting objectives and agreeing on support activities
- Support a buddy colleague effectively while they are carrying out work activities, providing guidance and feedback as required
Build and maintain effective customer relations Real unit · Highfield Qualifications
It teaches you to build and maintain effective customer relationships through communication and rapport-building techniques. You'll assess customer needs and expectations and review relationships to enhance service quality.
What you'll be able to do
- Understand the principles and techniques for building effective relationships with customers.
- Determine the scope for building effective relationships with customers, considering their needs and expectations.
- Develop effective relationships with customers through proactive communication and service delivery.
- Review and improve relationships with customers based on feedback and performance data.
Buyer behaviour in sales situations Real unit · Highfield Qualifications
You'll understand different models of buyer behaviour and their impact on the sales cycle. The unit covers psychological and sociological influences on purchasing decisions and adapting sales techniques to respond effectively at each decision-making stage.
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 · Highfield Qualifications
This unit provides learners with knowledge of championing customer service within an organisation. You'll identify areas for improvement, understand the role and characteristics of a customer service champion, and promote enhancements to customer service delivery.
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 to improve organisational performance
Collaborate with other departments Real unit · Highfield Qualifications
You'll explore the principles of inter-departmental collabouration within organisations. The unit covers identifying collabouration opportunities, understanding communication and teamwork principles, and overcoming challenges to improve organisational performance.
What you'll be able to do
- Understand the principles of effective collaboration with other departments within an organisation
- Identify opportunities for collaboration with other departments to improve organisational performance
- Collaborate effectively with other departments to achieve shared goals and objectives
Communicate verbally with customers Real unit · Highfield Qualifications
You'll develop effective verbal communication skills for customer service environments. The unit covers active listening, appropriate language, tone, body language, and cultural considerations to communicate clearly and professionally with customers.
What you'll be able to do
- Understand the key principles of effective verbal communication with customers in a service environment
- Use appropriate customer service language, tone, and techniques to communicate clearly and professionally with customers in verbal interactions
Communicate with customers in writing Real unit · Highfield Qualifications
You'll understand the principles of effective written communication with customers. They will develop skills to plan and produce clear, appropriate written messages that maintain a positive brand image and meet customer needs.
What you'll be able to do
- Understand how to communicate with customers in writing, using appropriate language and tone.
- Plan written communications to customers, considering the purpose and audience.
- Communicate with customers in writing, providing clear and concise information.
Contribute to the organisation of an event Real unit · Highfield Qualifications
This unit covers the key stages and importance of planning in event organisation. You'll understand the roles and responsibilities of those involved and develop skills to carry out pre-event, event setup, and post-event actions in line with organisational procedures.
What you'll be able to do
- Understand the key aspects of event organisation.
- Carry out pre-event actions in accordance with organisational procedures.
- Set up an event according to the event plan.
- Carry out post-event actions, including evaluation and reporting.
Deliver customer service to challenging customers Real unit · Highfield Qualifications
This unit covers principles and skills for delivering customer service to challenging customers. You'll understand the importance of empathy, patience, and effective issue resolution to manage difficult interactions professionally.
What you'll be able to do
- Understand the principles of delivering excellent customer service, even when dealing with challenging customers.
- Understand the factors that can contribute to challenging customer behaviour.
- Understand the importance of maintaining a professional and empathetic approach when dealing with challenging customers.
- Deal with challenging customers in a calm and professional manner.
- Use effective communication techniques to de-escalate difficult situations with customers.
- Identify and address the underlying needs and concerns of challenging customers.
- Resolve customer complaints and issues effectively, ensuring customer satisfaction.
Deliver customer service whilst working on customers’ premises Real unit · Highfield Qualifications
You'll understand health and safety, privacy, and professionalism when delivering customer service on customers’ premises. They will develop skills to communicate effectively and maintain standards that respect customer property and expectations.
What you'll be able to do
- Understand the key considerations for delivering excellent customer service whilst working on customers’ premises
- Deliver customer service to meet customer expectations whilst working on customers’ premises
Develop a social media strategy for customer service Real unit · Highfield Qualifications
You'll understand how to develop a social media strategy for customer service aligned with organisational goals. The unit covers target audience identification, platform selection, tone of voice, and the management of risks and benefits.
What you'll be able to do
- Understand the key considerations when developing a customer service social media strategy.
- Develop a comprehensive customer service social media strategy that aligns with organisational goals.
- Promote the benefits of using social media networking to enhance customer service and engagement.
Develop customer relationships Real unit · Highfield Qualifications
You'll explore methods to build and maintain positive customer relationships through effective communication and rapport-building. They will develop skills to handle enquiries and complaints professionally to support customer satisfaction.
What you'll be able to do
- Understand the methods used to develop positive customer relationships
- Develop and maintain effective relationships with customers
Develop resources to support consistency of customer service delivery Real unit · Highfield Qualifications
This unit focuses on the creation and maintenance of knowledge resources to support consistent customer service. You'll understand the types and structuring of resources and develop materials to ensure accurate and accessible information.
What you'll be able to do
- Explain how knowledge resources are used to support customer service delivery
- Describe the types of information that should be included in a customer service knowledge base
- Outline the benefits of using a centralised knowledge base
- Create and maintain a customer service knowledge base
- Gather and organise information from various sources
- Ensure the knowledge base is accurate, up-to-date, and easily accessible
- Develop customer service resource materials
- Create templates, scripts, and FAQs to support customer service staff
- Ensure resource materials are aligned with organisational policies and procedures
Employee rights and responsibilities Real unit · Highfield Qualifications
This unit covers employee rights and responsibilities within organisations and industries. You'll explore employer expectations, trade union roles, and the impact of industry-specific regulations on employee conduct and legal rights.
What you'll be able to do
- Understand the role of different organisations and industries in relation to employee rights and responsibilities
- Understand employers’ expectations regarding employee conduct, performance, and adherence to company policies
- Understand employees’ rights under employment law, including rights related to pay, working conditions, and discrimination
- Understand employees’ obligations to their employer, including duties related to attendance, performance, and confidentiality
Exceed customer expectations Real unit · Highfield Qualifications
You'll understand how to exceed customer expectations by providing exceptional service and building strong customer relationships. The unit covers anticipating needs, proactive assistance, and managing requests and complaints to enhance the customer experience.
What you'll be able to do
- Understand how to exceed customer expectations by providing exceptional service and building strong relationships
- Exceed customer expectations by anticipating their needs and going the extra mile to provide a positive experience
Gather, analyse and interpret customer feedback Real unit · Highfield Qualifications
You'll gain knowledge and skills to gather, analyse, and interpret customer feedback effectively. The unit covers planning feedback collection, using various methods inclusively, analysing data to identify trends, and recommending improvements to customer service.
What you'll be able to do
- Understand the methods used to gather customer feedback effectively
- Understand the importance of analysing customer feedback to identify trends and areas for improvement
- Understand how to interpret customer feedback to inform recommendations for service enhancements
- Plan the collection of customer feedback on specific customer service issues, considering appropriate methods and target audiences
- Gather customer feedback using planned methods, ensuring data is collected accurately and ethically
- Analyse and interpret gathered customer feedback to identify key themes, trends, and areas for improvement
- Recommend improvements to customer service based on the analysis and interpretation of customer feedback, providing clear and actionable suggestions
Lead direct sales activities in a contact centre team Real unit · Highfield Qualifications
It teaches you to carry out direct sales activities within a contact centre, analyse sales data, and lead a sales team. It covers effective sales techniques, meeting targets, ethical practices, and handling customer objections to close sales successfully.
What you'll be able to do
- Carry out direct sales activities effectively within a contact centre environment, meeting targets and adhering to ethical guidelines
- Analyse contact centre sales data to identify trends, opportunities, and areas for improvement
- Lead and motivate a team involved in direct sales activities in a contact centre, ensuring performance and compliance
- Understand the key principles and techniques involved in direct sales activities within a contact centre team, including product knowledge and sales strategies
Manage a customer service award programme Real unit · Highfield Qualifications
You'll develop the ability to manage a customer service award programme. The unit covers planning, implementing, and evaluating the programme, understanding motivation principles, engaging stakeholders, and enhancing staff morale and performance.
What you'll be able to do
- Understand the principles of managing a customer service award programme to motivate staff
- Understand the different types of customer service awards and their potential impact
- Plan a customer service award programme with clear objectives and criteria
- Manage a customer service award programme effectively, including nomination, judging, and presentation processes
- Evaluate the effectiveness of a customer service award programme in improving customer service performance
Manage diary systems Real unit · Highfield Qualifications
You'll understand the principles of diary system management for scheduling and organisation. They will develop skills to use diary systems effectively to prioritise tasks, manage time, and coordinate schedules accurately.
What you'll be able to do
- Understand the fundamental principles of diary system management, including scheduling and organisation.
- Understand the different types of diary systems and their features.
- Understand the importance of maintaining accurate and up-to-date diary information.
- Manage diary systems effectively, including scheduling appointments and meetings.
- Prioritise tasks and manage time effectively using a diary system.
- Use diary systems to coordinate schedules with other individuals or teams.
Manage incidents referred to a contact centre Real unit · Highfield Qualifications
You'll learn to manage incidents reported to a contact centre, prioritising and resolving issues using appropriate procedures. The unit also covers supporting colleagues in incident management, effective communication with customers, and accurate documentation.
What you'll be able to do
- Manage incidents effectively through a contact centre, ensuring timely and appropriate resolution
- Provide support and guidance to colleagues on incident management procedures and best practices within a contact centre environment
- Understand the processes and procedures for managing incidents reported to a contact centre, including escalation and resolution strategies
Manage individuals’ performance Real unit · Highfield Qualifications
You'll develop knowledge and skills to manage individual performance and address underperformance. This includes identifying causes, implementing improvement strategies, and supporting individuals to enhance their workplace performance.
What you'll be able to do
- Explain the importance of managing underperformance in the workplace
- Describe the potential causes of underperformance in the workplace
- Outline the organisation's policies and procedures for managing underperformance
- Implement strategies to manage individuals' performance in the workplace
- Provide constructive feedback to individuals regarding their performance
- Document performance management activities in accordance with organisational procedures
Manage personal and professional development Real unit · Highfield Qualifications
It teaches you to identify personal and professional development needs through self-assessment and organisational requirements. They will develop, implement, and maintain a development plan to support continuous growth.
What you'll be able to do
- Identify personal and professional development requirements based on self-assessment and organisational needs.
- Fulfil a personal and professional development plan through appropriate learning activities and experiences.
- Maintain the relevance of a personal and professional development plan by regularly reviewing and updating it in response to changing circumstances.
Manage team performance Real unit · Highfield Qualifications
It teaches you to manage team performance by setting clear objectives, allocating work, assuring quality, and managing communications. You'll understand leadership styles and the importance of providing feedback to team members.
What you'll be able to do
- Understand the principles of managing team performance.
- Understand the processes involved in managing team performance.
- Allocate work to team members effectively.
- Assure the quality of work completed by the team.
- Manage communications within a team to ensure effective working.
Manage the use of technology to improve customer service Real unit · Highfield Qualifications
This unit provides learners with an understanding of managing technology to improve customer service. You'll identify opportunities for technological improvements, implement changes, and monitor their impact on customer service performance.
What you'll be able to do
- Understand the principles of managing technology to enhance customer service
- Understand the range of technologies available to improve customer service operations
- Identify opportunities for customer service improvement through the effective application of technology
- Implement changes in technology to improve customer service delivery
- Monitor and evaluate the impact of technology changes on customer service performance
Monitor the quality of customer service interactions Real unit · Highfield Qualifications
This unit equips learners to monitor the quality of customer service interactions. You'll prepare for monitoring, apply various methods, assess performance against standards, and identify training needs to improve service quality.
What you'll be able to do
- Explain the importance of monitoring the quality of customer service interactions
- Describe different methods for monitoring customer service interactions
- Outline the organisation's quality standards for customer service
- Prepare to monitor the quality of customer service interactions
- Select appropriate monitoring tools and techniques
- Ensure the monitoring environment is conducive to accurate observation
- Monitor the quality of customer service interactions
- Observe and record customer service interactions objectively
- Provide feedback to customer service staff on their performance
Negotiate in a business environment Real unit · Highfield Qualifications
This unit provides knowledge of negotiation principles and preparation techniques. You'll learn to set objectives, gather information, and conduct negotiations professionally within a business environment.
What you'll be able to do
- Understand the fundamental principles that underpin successful negotiation in a business context.
- Prepare effectively for business negotiations, including defining objectives and gathering relevant information.
- Carry out business negotiations in a professional and productive manner, achieving mutually beneficial outcomes.
Negotiating, handling objections and closing sales Real unit · Highfield Qualifications
You'll learn to handle objections, negotiate, and close sales successfully. The unit covers preparation, understanding customer motivations, and applying negotiation techniques to achieve mutually beneficial outcomes.
What you'll be able to do
- Understand how to handle objections and negotiate effectively with customers
- Prepare thoroughly for potential objections and negotiation scenarios with customers
- Handle customer objections in a professional and effective manner
- Negotiate with customers to reach mutually beneficial agreements
- Close the sale successfully following negotiation with the customer
Obtaining and analysing sales-related information Real unit · Highfield Qualifications
You'll gain knowledge and skills to obtain and analyse sales-related information for business decision-making. The unit covers sourcing data about customers, markets, and competitors, applying analytical tools, and interpreting results to inform strategies.
What you'll be able to do
- Understand the various uses of sales-related information in business decision-making
- Understand how to select and apply appropriate tools and methods to analyse sales-related information effectively
- Obtain relevant sales-related information about customers, markets, and competitors from various sources
- Use appropriate tools and methods to analyse sales-related information to identify trends and patterns
- Interpret the results of sales-related information analysis to inform business strategies
Organise and deliver customer service Real unit · Highfield Qualifications
This unit covers the organisation and delivery of customer service, including methods of promoting products and managing customer interactions.
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 · Highfield Qualifications
You'll study key business principles including market structures, innovation, financial management, budgeting, and sales and marketing. The unit develops understanding of how these elements influence business operations and growth.
What you'll be able to do
- Understand the key characteristics of different business markets, including market structures and competitive forces.
- Understand the importance of innovation for business growth and development.
- Understand the principles of financial management within a business context.
- Understand the processes involved in business budgeting and financial forecasting.
- Understand the principles of sales and marketing and their role in business success.
Processing sales orders Real unit · Highfield Qualifications
This unit covers the procedures for processing and following up sales orders accurately. You'll understand the importance of attention to detail and the information required to ensure customer satisfaction throughout the sales order process.
What you'll be able to do
- Understand how to process sales orders according to organisational procedures.
- Understand how to follow up sales orders to ensure customer satisfaction.
- Process sales orders accurately and efficiently.
- Follow up sales order processing to confirm delivery and address any issues.
Promote additional products and/or services to customers Real unit · Highfield Qualifications
You'll explore techniques for promoting additional products and services based on customer needs. The unit includes understanding legal and ethical considerations to promote offerings professionally and effectively.
What you'll be able to do
- Understand the principles and techniques involved in promoting additional products and/or services to customers.
- Promote additional products and/or services to customers in a professional and effective manner.
Promote equality, diversity and inclusion in the workplace Real unit · Highfield Qualifications
You'll gain knowledge of equality, diversity, and inclusion policies, legal requirements, and personal responsibilities in the workplace. They will develop skills to support inclusive practices and promote a positive organisational culture.
What you'll be able to do
- Understand the organisational policies, procedures and legal requirements relating to equality, diversity and inclusion in the workplace.
- Understand the personal attitudes, values and behaviours that contribute to a positive and inclusive workplace culture.
- Support equality, diversity and inclusion in the workplace through appropriate actions and communication.
Provide post-transaction customer service Real unit · Highfield Qualifications
You'll understand the importance and scope of post-transaction customer service. The unit covers providing effective communication, resolving customer issues, and gathering feedback to enhance future service delivery and build customer loyalty.
What you'll be able to do
- Understand the importance and scope of post-transaction customer service in maintaining customer satisfaction and loyalty
- Provide effective post-transaction customer service, addressing customer queries, resolving issues, and gathering feedback to improve future service delivery
Provide reception services Real unit · Highfield Qualifications
You'll gain knowledge of reception services and their importance in organisational settings. They will develop skills to provide a professional reception service, including greeting visitors, managing communications, and maintaining security procedures.
What you'll be able to do
- Understand the range of services typically provided within a reception environment
- Provide a professional and efficient reception service to visitors and staff
Resolve customers’ complaints Real unit · Highfield Qualifications
This unit provides knowledge of monitoring and resolving customer complaints. You'll develop the ability to manage complaints professionally and promptly, adhering to organisational procedures and using appropriate techniques.
What you'll be able to do
- Understand the processes involved in monitoring customers’ complaints within an organisation
- Understand the procedures for resolving customers’ complaints effectively
- Deal with customers’ complaints in a professional and timely manner
Resolve customers’ problems Real unit · Highfield Qualifications
This unit teaches techniques for identifying and resolving customer issues effectively to enhance service quality.
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 · Highfield Qualifications
This unit focuses on supporting customer service improvements through the analysis of customer feedback and organisational needs. You'll identify improvement opportunities and assist in implementing agreed changes.
What you'll be able to do
- Understand the principles and processes involved in supporting customer service improvements within an organisation
- Identify opportunities for improvements to customer service based on customer feedback and organisational needs
- Support the implementation of agreed improvements to customer service, following organisational procedures
Support customers through real-time online customer service Real unit · Highfield Qualifications
This unit covers real-time online customer service channels and their effective use. You'll learn to identify customer needs through online interactions and provide timely support using appropriate communication techniques.
What you'll be able to do
- Understand the different methods used to support customers through real-time online customer service channels.
- Establish the specific customer service support needed by individual customers through online interactions.
- Provide effective online customer service support in real-time, addressing customer needs and resolving issues.
Support customers using self-service equipment Real unit · Highfield Qualifications
It teaches you to support customers using self-service equipment. You'll identify equipment types, understand functionalities, recognise common challenges, and provide appropriate assistance to ensure effective customer use.
What you'll be able to do
- Understand the different types of self-service equipment used by customers and their functionalities
- Understand the common challenges customers may face when using self-service equipment
- Understand the appropriate methods for supporting customers using self-service equipment, including verbal guidance and visual aids
- Identify the specific help needed by customers using self-service equipment, based on their behaviour and expressed needs
- Help customers to use self-service equipment by providing clear instructions, demonstrating procedures, and resolving technical issues
- Provide support in a patient and understanding manner, adapting communication to the customer's individual needs
Understand customers and customer retention Real unit · Highfield Qualifications
This unit covers customer relationship management and retention strategies, including actions to enhance customer loyalty.
What you'll be able to do
- Understand Customer Relationship Management (CRM)
- Understand customer retention
Understand the customer service environment Real unit · Highfield Qualifications
This unit explores the principles and practices in customer service delivery, examining the relationship between customer service and 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
Use service partnerships to deliver customer service Real unit · Highfield Qualifications
This unit provides learners with knowledge of service partnerships in customer service delivery. You'll understand the benefits and challenges of partnerships, ways to build relationships, and how to deliver customer service collabouratively within such partnerships.
What you'll be able to do
- Understand the benefits and challenges of using service partnerships to enhance customer service delivery
- Understand effective ways of building and maintaining strong relationships within a customer service partnership
- Deliver high-quality customer service effectively within the context of a customer service partnership
Use social media to deliver customer service Real unit · Highfield Qualifications
This unit provides learners with knowledge of social media's role in business and its benefits and risks. You'll learn to respond to customer enquiries and resolve complaints using social media platforms effectively.
What you'll be able to do
- Understand the role of social media in a business environment.
- Deal with customers effectively using social media platforms.
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
Deliver customer service to challenging customers
- Standard
Gather, analyse and interpret customer feedback
- Standard
Manage a customer service award programme
- 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
- 1 record
- 2 records
Showing 6 roles, drawn from 35 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
Associate Global Customer Retention Specialist
This work can lead to managing larger, more complex accounts as a senior retention specialist, or moving into a customer success manager role covering the full customer lifecycle.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by Highfield Qualifications 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.
Highfield Level 3 Diploma in Customer Service (RQF)
- Deliver customer service to challenging customers
- Gather, analyse and interpret customer feedback
- Manage a customer service award programme
- 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 equips learners with skills to use bespoke software applications effectively. Learners will input, combine, and organise information, create and modify data structures, and utilise software functions to process and present information clearly.
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 Highfield Level 3 Diploma in Customer Service (RQF)
45 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- 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.