Level 3 Customer Service Specialist
The City & Guilds Level 3 Customer Service Specialists qualification is for individuals working within the customer service environment. The role of a customer service specialist is to deliver high quality products and services to the customers of their organisation.
The objective of the qualification is to support a customer service specialists role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills either as part of an apprenticeship or a stand-alone qualification. This qualification also provides the on programme learning for the Level 3 Customer Service Specialist.
This qualification has been developed to support learners completing the Customer Service Specialist Apprenticeship Standard and covers the knowledge, skills and behaviours of the standard. The qualification can also be delivered as a stand-alone qualification, designed for those learners wishing to gain a nationally recognised qualification in customer service specialist.
The qualification covers a range of topics:
Customer service legislation, regulation, policies and procedures
Business knowledge and understanding in a customer service environment
Specialist customer service knowledge and skills
Brand, image and reputation
Improvement to customer service delivery
Handling and resolving complex customer service issues
Team working and leadership styles
Approved by City & Guilds
Access to a PC / LapTop